'It Takes Both Sides to Build a Bridge': Patients' Family Satisfaction in a Scottish District General Hospital Intensive Care Unit
CCCF ePoster library. Mautsi C. Nov 9, 2018; 233366; 113
Chenai Mautsi
Chenai Mautsi
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Introduction:  There is limited research into patients’ family satisfaction levels in Intensive Care Units within the United Kingdom.  Family feedback is essential to achieve holistic patient centered care and can identify overlooked service improvements.

Methods:  This quality improvement project was completed in a 10 bedded ICU in a Scottish District General Hospital over 1 month. Participants were given a validated patient family satisfaction survey, FS-ICU 24, prior to the patients’ discharge or approached 4 weeks later if the patient had died in ICU. Quantitative data: the five-point Likert scale responses were converted to percentage scores; higher values representing better satisfaction.  Qualitative data: free text responses were analysed using a two-tier system; grouped into themes and then satisfied or dissatisfied responses.

Results:  25 surveys were collected in total with a 96% completion rate.  Patient or family demographics did not alter the satisfaction rating.  Average satisfaction of care and decision-making was 90.1% and 80.8% respectively.  50% of families felt they were neither in control nor out of control over the care of their family member. With regards to decision making, 37.5% felt they were neither included or excluded, and 8% felt overwhelmed.  In the quantitative analysis there were three main themes of dissatisfaction: transition from ICU to non-specialist care, mental health awareness and management, and family involvement in personal care.

Conclusion:  Most families were highly satisfied with ICU care received by the patient.  However, three specific areas have been identified to improve the department.  Our action plan is as follows: (1) a formal ICU aftercare package (2) family involvement in personal care and (3) assessment of premorbid and inpatient mental health (including a collateral history).


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