P056 Patient Satisfaction Survey of a Newly Set-Up Fast Track Giant Cell Arteritis Service in a District General Hospital
Authors: Hall Andrea , Kamperidis Panagiotis , Perera Hasanthi , Panthakalam Sam 
Published: April 2024

Background/Aims

Giant Cell Arteritis (GCA) is a multisystem, large and medium artery vasculitis, which results in significant comorbidity, even mortality. Prompt diagnosis is a pivotal first step in its effective management. To that effect, we set up a fast track service in Eastbourne District General Hospital (EDGH) for a one-stop-shop assessment of GCA referrals with Ultrasound Doppler. Fifteen months from service commencement, we embarked on assessing patient satisfaction of our service users. This exercise could provide vital insight into the effectiveness of our new service, and thus drive improvement. Furthermore, it is well established that patient satisfaction is associated with improved outcomes in patient care, be it due to improved compliance, engagement with the service, or overall better understanding of the underlying condition.

Aims

1. To assess overall level of patient satisfaction of our new fast track GCA service against a number of internally set criteria; 2. To improve the effectiveness of the service based on feedback from the actual service users; 3. To improve the level of satisfaction of patients coming through the GCA service.

Methods

We set up a dedicated GCA clinic aiming to see patients within five days of referral. In order to assess overall patient satisfaction of the service, we formulated a questionnaire-based survey that was posted to 99 service users. We assessed five areas overall: appointment allocation process; staff attitude; information supplied; advice line effectiveness; overall satisfaction. Data were collected and analysed on Microsoft Excell. No patient identifiable details were collected.

Results

Out of the 99 feedback forms that were sent out, 51 were returned completed within the survey period. The appointment allocation process was assessed as “excellent” by 95% of responders, and “satisfactory” by 5%. Staff received 98% “excellent” rating. Information provided to the patient was assessed as 91% “excellent”, 8% “satisfactory”, and 1% “poor”. Response to advice line inquiries received 54% “excellent”, 18% “satisfactory”, and 2% “poor” rating (26% of responders answered “non-applicable”). Finally, overall satisfaction was rated at 93%, with, crucially, no service user providing a “poor” rating.

Conclusion

We conducted a patient survey to assess overall satisfaction of our new fast track GCA pathway, ultimately aiming at improving our service. The overwhelming majority of the feedback was positive, but we focused and acted on suggestions. Following the survey, we have a) designed a GCA “passport” with useful information for newly diagnosed patients; b) revisited the advice line with a modified information leaflet for this service; c) endeavoured to optimise the referrals process via education sessions on GCA for Hospital and Primary Care clinicians. Following a period of intervention, we will be reassessing patient satisfaction, aiming to continue improving our service.

Disclosure

A. Hall: None. P. Kamperidis: None. H. Perera: None. S. Panthakalam: None.