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What do people hospitalised with COVID-19 think about their care? Results of a satisfaction survey during the first wave of COVID-19 in Liverpool

Meng-San Wu, Rebecca Watson, Fatima Hayat, Libuse Ratcliffe, Mike BJ Beadsworth, Mark McKenna, Daniel Corney, Catherine Plum, Jamie-Leigh Macfarlane, Maisoon Matareed, Sundas Butt, Sandipika Gupta, Paul Hine, Sylviane Defres and Tom Wingfield
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DOI: https://doi.org/10.7861/fhj.2020-0260
Future Healthc J February 2021
Meng-San Wu
ALiverpool University Hospitals NHS Foundation Trust, Liverpool, UK and Imperial College Healthcare NHS Trust, London, UK
Roles: specialty trainee in infectious diseases and medical virology
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Rebecca Watson
BLiverpool University Hospitals NHS Foundation Trust, Liverpool, UK
Roles: core medical trainee
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Fatima Hayat
CLiverpool University Hospitals NHS Foundation Trust, Liverpool, UK
Roles: locum registrar in infectious diseases
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Libuse Ratcliffe
DLiverpool University Hospitals NHS Foundation Trust, Liverpool, UK
Roles: consultant physician in infectious diseases and general internal medicine
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Mike BJ Beadsworth
DLiverpool University Hospitals NHS Foundation Trust, Liverpool, UK
Roles: consultant physician in infectious diseases and general internal medicine
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Mark McKenna
ELiverpool University Hospitals NHS Foundation Trust, Liverpool, UK
Roles: patient and family experience lead
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Daniel Corney
FUniversity of Liverpool, Liverpool, UK
Roles: foundation trainee
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Catherine Plum
FUniversity of Liverpool, Liverpool, UK
Roles: foundation trainee
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Jamie-Leigh Macfarlane
FUniversity of Liverpool, Liverpool, UK
Roles: foundation trainee
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Maisoon Matareed
FUniversity of Liverpool, Liverpool, UK
Roles: foundation trainee
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Sundas Butt
GGeorge Eliot Hospital NHS Trust, Nuneaton, UK
Roles: foundation trainee
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Sandipika Gupta
HInstitute of Cardiovascular Science, London, UK
Roles: foundation trainee
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Paul Hine
ILiverpool University Hospitals NHS Foundation Trust, Liverpool, UK and Liverpool School of Tropical Medicine, Liverpool, UK
Roles: consultant physician in infectious diseases and general internal medicine
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Sylviane Defres
JLiverpool University Hospitals NHS Foundation Trust, Liverpool, UK, University of Liverpool, Liverpool, UK and Liverpool School of Tropical Medicine, Liverpool, UK
Roles: senior clinical lecturer and consultant physician in infectious diseases and general internal medicine
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Tom Wingfield
KLiverpool University Hospitals NHS Foundation Trust, Liverpool, UK, University of Liverpool, Liverpool, UK, Liverpool School of Tropical Medicine, Liverpool, UK and Karolinska Institutet, Stockholm, Sweden
Roles: senior clinical lecturer and honorary consultant physician in infectious diseases and general internal medicine
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Abstract

Despite huge advances in vaccines, testing and treatments for COVID-19, there is negligible evidence on the perceptions of people hospitalised with COVID-19 about the care they received.

To address this, we developed a satisfaction survey for people with COVID-19 admitted to our hospital during the first COVID-19 wave in Liverpool. Of those invited, 98/160 (61%) responded, of whom 94/98 (96%) completed the survey. Respondents rated overall care highly (mean 4.7/5) and 89/94 (95%) reported that they would recommend the hospital to friends and/or family. Most respondents felt safe on the ward (94%), with privacy maintained (93%) and pain well managed (90%). Fewer than two-thirds (63%) of respondents considered themselves adequately consulted regarding medications and side effects. Sleep and food/drink quality were also highlighted as areas for improvement.

To overcome the issues raised, we generated a ‘COVID-19 practice pointers’ poster within an integrated educational bundle on COVID-19 wards.

The impact of the bundle on perceptions of people hospitalised with COVID-19 will be evaluated in people hospitalised with COVID-19 in Liverpool in 2021. Whether hospitalised for COVID-19 or other conditions, our survey results are a timely reminder of the importance of involving patients in shaping the care that they receive.

KEYWORDS
  • COVID-19
  • healthcare quality and provision
  • coronavirus
  • quality improvement project
  • patient satisfaction and feedback
  • © Royal College of Physicians 2021. All rights reserved.
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What do people hospitalised with COVID-19 think about their care? Results of a satisfaction survey during the first wave of COVID-19 in Liverpool
Meng-San Wu, Rebecca Watson, Fatima Hayat, Libuse Ratcliffe, Mike BJ Beadsworth, Mark McKenna, Daniel Corney, Catherine Plum, Jamie-Leigh Macfarlane, Maisoon Matareed, Sundas Butt, Sandipika Gupta, Paul Hine, Sylviane Defres, Tom Wingfield
Future Healthc J Feb 2021, fhj.2020-0260; DOI: 10.7861/fhj.2020-0260

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What do people hospitalised with COVID-19 think about their care? Results of a satisfaction survey during the first wave of COVID-19 in Liverpool
Meng-San Wu, Rebecca Watson, Fatima Hayat, Libuse Ratcliffe, Mike BJ Beadsworth, Mark McKenna, Daniel Corney, Catherine Plum, Jamie-Leigh Macfarlane, Maisoon Matareed, Sundas Butt, Sandipika Gupta, Paul Hine, Sylviane Defres, Tom Wingfield
Future Healthc J Feb 2021, fhj.2020-0260; DOI: 10.7861/fhj.2020-0260
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