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Abstract
BackgroundCurrent consensus recognizes the benefits of early intervention in palliative care consultation teams (PCCTs). As consultants, we should now attempt to improve the quality of our teams by utilizing a method mainly used in the business field. We aimed to investigate the effects of iterative evaluation of customer satisfaction surveys, filled by physicians and ward nurses in this study, for quality improvement of PCCTs.MethodsIn October 2019, the participants filled the first questionnaire survey about palliative care and PCCTs at a 678-bed hospital, and improvement areas were uncovered. Refinements were planned and implemented, and then reevaluated using the second questionnaire survey in March 2020.ResultsIn addition to the characteristics of our clients evaluated from approximately 500 valid responses, the first survey showed that the response rate of the questionnaire, knowledge of palliative care and PCCTs, and publicity of the PCCT were recognized as issues needing attention. We planned to contrive ways to collect questionnaires, hold monthly workshops for palliative care, launch newsletters of palliative care, and go on client rounds. The second survey revealed improvements in the physicians’ response rate (p = 0.02), the accuracy rate of application of PCCTs in Japan (p < 0.01), and ward nurses’ confidence in opioid use (p = 0.04) and tendency toward easier accessibility to the PCCT (p = 0.07).ConclusionContinual quality improvements through iterative, customer satisfaction survey-driven evaluation are a widely established practice in the business field. By using this appropriately, we could enable PCCTs to improve their quality.
Highlights
Current consensus recognizes the benefits of early intervention in palliative care consultation teams (PCCTs)
Despite the diverse results reported, current guidelines of the American Society of Clinical Oncology and the European Society for Medical Oncology recommend the early introduction of palliative care and PCCTs [12, 13]
We found statistical improvements over 5 months in accessing the PCCT application regulated by the government, and familiarity with opioid use according to ward nurses’ authorities
Summary
Current consensus recognizes the benefits of early intervention in palliative care consultation teams (PCCTs). We should attempt to improve the quality of our teams by utilizing a method mainly used in the business field. 2000 [6,7,8] According to these reports, PCCTs have proved their conduciveness for inpatients and outpatients in diverse cultural backgrounds [9,10,11]. Despite the diverse results reported, current guidelines of the American Society of Clinical Oncology and the European Society for Medical Oncology recommend the early introduction of palliative care and PCCTs [12, 13]. There have been reports regarding quality improvement of PCCTs by using self-check questionnaires [14], and repeated aggregation of expertise, that is, the Delphi method [15]
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