By what other means could this feedback be obtained?
A 60-year-old female patient, Mrs Teuila Afualo, presents at the day surgery unit (DSU) for an open repair of an umbilical hernia at 8 am. She is of Islander background and has brought several of her family members with her. On admission, you calculate her body mass index (BMI) to be 38, note that her respirations are shallow and rapid, and that she appears to be extremely anxious.
Her medical history highlights that she has type 2 diabetes, which is managed with metformin, although she tells you that she has not been diligent about taking or recording her blood glucose level (BGL) regularly. She also informs you that a ‘couple of months ago' her GP prescribed tablets to treat her cholesterol and her blood pressure but she can't remember the names of them, and her son doesn't know them either. She has not taken any of these medications prior to her admission, her reason being that she was fasting. Her BP is 160/90 mmHg and her fasting BGL is found to be 12 mmol/L.
You also identify that Mrs Afualo did not attend the preadmission clinic. She explains that she could not attend because her son was not available to drive her. Consequently, she has not had a preoperative chest X-ray (CXR) or any blood tests as per her surgeon's protocols. A check of Mrs Afualo's consent form in the presence of her son reveals it has not been signed and that she is somewhat confused about her intended surgery.
What will be an ideal response?
Answer:
Written feedback cards can be given to patients prior to or on discharge. In the latter case, ensure that prepaid envelopes are also provided.
Independent review company questionnaires can be mailed to patients following their discharge (e.g. Press Ganey, Australia).
Patients can be invited, via email, to visit the hospital's website and to complete the questionnaire online, or provide written feedback or make a complaint.
Patients may choose to communicate personally with the hospital, the DSU or the ward.
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