179 Assessing the effectiveness of the Integrated Care Team for Older Persons: a patient satisfaction survey

Abstract

Abstract Background The Integrated Care Team for Older Persons (ICPOP) commenced operations in June 2022 with a goal of providing quality and person centred care. To assess the effectiveness of the service and enhance the patient experience a patient satisfaction survey was conducted. This qualitative study aimed to evaluate and reflect on the collected data for improving the ICPOP service. Methods The feedback questionnaire was adapted from the ICPOP, Community Healthcare East. It is a seven item questionnaire with an additional section for feedback and suggestion for service development and improvement. This questionnaire was sent to patients discharged from the ICPOP service during the months October 2022 to March 2023 inclusive (n = 30). Completed questionnaires and feedback forms were received and information collated (n = 18). To increase the respondent rate, telephone calls were made resulting in a response rate of 60%. The feedback and suggestion section were analysed using thematic analysis. Results All participants reported a positive experience following ICPOP intervention and would wish to receive input again. 61% rated their overall experience as ‘excellent’, 23% as ‘very good’ and 16% as having had a ‘good’ experience. 94% of respondents agreed that the treatment they received was effective and would recommend to another older person. 78% of respondents also provided written feedback. 12% of the feedback received provided recommendation for communication and integration with home care applications and service development. 66% of the feedback expressed gratitude and appreciation for the Multi-Disciplinary Team (MDT) service. Conclusion Older persons who received input from the Integrated Care Team for Older Persons reported a positive experience and expressed their gratitude for the timely service delivery. Receiving feedback on this new service promotes service development and enables the team to understand the impact and experiences of older persons who received ICPOP intervention and support.