Adaptation of a stoma care pathway and use of telephone clinics during the pandemic: patient experience survey

With the arrival of the COVID-19 pandemic, outpatient clinics had to adjust and reduce the number of face-to-face appointments. The Cambridge stoma service has a recognised pathway of stoma care but needed to adjust this in line with government guidelines. The team took the opportunity to audit the current pathway and complete a patient experience survey to determine the future of the service and potential adaptations to the pathway in the future. Aim: To determine the need for adaptation and improvement of the standard stoma clinics pathway. Method: A survey was conducted using a postal questionnaire to all patients who attended stoma clinics between April and June 2020. Findings: 160 questionnaires were sent and 72 responses returned (45%). All elements of the virtual clinic were rated positive by more than 80% of respondents, with nearly 90% of them feeling that all their stoma care needs were met. When asked to indicate their preferred consultation methods (patients were allowed to choose more than one), face to face received 50 votes, telephone 32 votes and video clinic 5 votes. Conclusion: There is a need to adapt the standard clinic pathway to be able to offer standardised care but with flexibility to adjust to circumstances and patients' preferences.

Assessing patient experience and attitude: BSC-PATIENT development, translation, and psychometric evaluation - a cross-sectional study

Background Improving the healthcare sector in Palestinian territories is challenging. Organizations frequently use the balanced scorecard (BSC) for performance evaluation (PE) worldwide. BSC includes an evaluation of five perspectives: financial, customer, internal process, knowledge and innovation, and environmental. Most HealthCare Organizations (HCO) evaluated patient satisfaction in BSC, but none considered engaging patients in the evaluation process. This paper aims to develop an instrument to engage patients in assessing BSC perspectives (BSC-PATIENT) and customize it for Palestinian hospitals. Methods This is a cross-sectional study. Two panels of experts participated in the item generation of BSC-PATIENT. Forward and backward translation processes from English to Arabic and vice versa were performed. Pretesting was performed for 30 patients at one hospital. Then, 1000 patients were recruited at 14 hospitals between January and October 2021. Construct validity was tested through exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). Additionally, the composite reliability (CR), interitem correlation (IIC), and corrected item total correlation (CITC) were assessed to find redundant and low correlated items. Results The scales had high adequate model fit in EFA and CFA. All items included had loadings higher than 0.50. Although the convergent validity was less than 0.50 for some constructs, their discriminant validity, CR, IIC, and CITC showed satisfactory results except the services experience (SERV EXR) construct, which had a CR of 0.50. The final best fit model in CFA comprised ten constructs with 34 items. Conclusion BSC-PATIENT is the first self-administered questionnaire specially developed to engage patients in evaluating their experiences and attitudes based on the BSC perspectives. The questionnaire scales were carried out following relevant guidelines and regulations. The results showed adequacy in the psychometric properties of this instrument. Three-point Likert scales are recommended to assess patient experiences and attitudes since they have higher response rates. Future research can be conducted using this instrument to evaluate the impact of patient experience on attitudes toward BSC perspectives and compare the differences based on patient and hospital characteristics.

How do Chinese people perceive their healthcare system? Trends and determinants of public satisfaction and perceived fairness, 2006–2019

Background The public’s perception of the health system provides valuable insights on health system performance and future directions of improvement. While China’s health care reform was a response to people’s discontent in the health care system due to the lack of accessibility and affordability, little is known on changes in public perception of China’s health system. This paper examines trends in public perception of the health system between 2006 and 2019 and assesses determinants of public perception in China’s health system. Methods Seven waves of the China Social Survey, a nationally representative survey, were used to examine trends in public satisfaction with health care and perceived fairness in health care. Chi-square tests were used to examine differences across waves. Logistic regression models were used to explore determinants of public perception, including variables on sociodemographic characteristics, health system characteristics, and patient experience. Results Satisfaction with health care increased from 57.76% to 77.26% between 2006 and 2019. Perceived fairness in health care increased from 49.79% to 72.03% during the same period. Both indicators showed that the major improvement occurred before 2013. Sociodemographic characteristics are weakly associated with public perception. Financial protection and perceived medical safety are strongly associated with public perception, while accessibility is weakly associated with public perception. Patient experience such as perceived affordability and quality in the last medical visit are strongly associated with public perception of the health care system, while the accessibility of the last medical visit shows no impacts. Conclusion Public satisfaction on health care and perceived fairness in health care in China improved over 2006–2019. The main improvement occurred in accordance with huge financial investments in public health insurance before 2013. Financial protection and perceived quality play significant roles in determining public perception, whereas accessibility and sociodemographic characteristics have limited influence on people’s perception of China’s health system. To achieve higher satisfaction and a higher sense of fairness in health care, China’s health system needs to continue its reforms on hospital incentives and integrated delivery system to control health expenditure and improve health care quality.