Getting right to the point: identifying Australian outpatients' priorities and preferences for patient-centred quality improvement in chronic disease care.
OBJECTIVE
To identify specific actions for patient-centred quality improvement in chronic disease outpatient settings, this study identified patients' general and specific preferences among a comprehensive suite of initiatives for change.


METHODS
A cross-sectional survey was conducted in three hospital-based clinics specializing in oncology, neurology and cardiology care located in New South Wales, Australia.


METHODS
Adult English-speaking outpatients completed the touch-screen Consumer Preferences Survey in waiting rooms or treatment areas. Participants selected up to 23 general initiatives that would improve their experience. Using adaptive branching, participants could select an additional 110 detailed initiatives and complete a relative prioritization exercise.


RESULTS
A total of 541 individuals completed the survey (71.1% consent, 73.1% completion). Commonly selected general initiatives, presented in order of decreasing priority (along with sample proportion), included: improved parking (60.3%), up-to-date information provision (15.0%), ease of clinic contact (12.9%), access to information at home (12.8%), convenient appointment scheduling (14.2%), reduced wait-times (19.8%) and information on medical emergencies (11.1%). To address these general initiatives, 40 detailed initiatives were selected by respondents.


CONCLUSIONS
Initiatives targeting service accessibility and information provision, such as parking and up-to-date information on patient prognoses and progress, were commonly selected and perceived to be of relatively greater priority. Specific preferences included the need for clinics to provide patient-designated parking in close proximity to the clinic, information on treatment progress and test results (potentially in the form of designated brief appointments or via telehealth) and comprehensive and trustworthy lists of information sources to access at home.
Priority Research Centre for Health Behaviour, University of Newcastle, Callaghan, New South Wales, Australia Hunter Medical Research Institute, New Lambton, New South Wales, Australia.
Elizabeth A
EA
Fradgley
Priority Research Centre for Health Behaviour, University of Newcastle, Callaghan, New South Wales, Australia Hunter Medical Research Institute, New Lambton, New South Wales, Australia.
Christine L
CL
Paul
Priority Research Centre for Health Behaviour, University of Newcastle, Callaghan, New South Wales, Australia Hunter Medical Research Institute, New Lambton, New South Wales, Australia Health Behaviour Research Group, University of Newcastle, Callaghan, New South Wales, Australia.
Jamie
J
Bryant
Public Health Research Program, Hunter Medical Research Institute, HMRI Building, University of Newcastle, Callaghan, New South Wales, Australia.
Christopher
C
Oldmeadow
D000368:Aged; D000554:Ambulatory Care Facilities; D002908:Chronic Disease / Q000628:therapy*; D003430:Cross-Sectional Studies; D005260:Female; D006801:Humans; D008297:Male; D008875:Middle Aged; D009517:New South Wales; D010045:Outpatients / Q000523:psychology*; D057240:Patient Preference; D018802:Patient-Centered Care / Q000592:standards*; D058996:Quality Improvement
cancer; consumer participation; hospital care, chronic disease; patient-centred care; quality improvement; surveys