Evaluation of a Trauma Service: Patient and Family Perspectives.

Abstract

Patient satisfaction is an indicator of the quality of care that underpins a patient's health care experience. A focus on both the patient and the family is important when evaluating satisfaction from the perspective of patients with trauma and is consistent with delivery of patient- and family-centered care. Using the literature to guide development, we designed and implemented a questionnaire to evaluate attitudes and experiences of patients and families case managed by the trauma service. This article reports the findings of this quality improvement project. A cross-sectional cohort pragmatic design was used. The questionnaire was conducted with 142 trauma patients and 49 family members. Data included hospital admission data, application of a satisfaction tool, and free text comments. Both patients and their family members rated the trauma service highly in the satisfaction scoring. Differences in the communication practices encountered by patients and families were identified. Strategies to involve family members and promote family-centered care are required in the context of trauma patients to improve the safety, quality, and satisfaction of the care they receive while being managed by the trauma service.