Local nurse-led outpatient follow-up pathway to identify and meet the needs of ostomates: a service evaluation

Abstract

Background: In the changing face of healthcare, the number of nurse-led clinics has increased. This is also the case for stoma clinics in the UK. Although there is no standardised pathway, ostomates (person living with a stoma) in the UK are routinely followed up either by telephone or face-to-face depending on the need to deliver timely patient care. High-quality care and experience are important determinants of patient satisfaction in healthcare and align with the government's long-term plan, which expects this as standard. Therefore, this study explored the views and needs of ostomates to better understand the experiences and wishes of ostomates that attend a nurse-led clinic at a local hospital. Background/Aims: The aim of this study was to evaluate ostomates’ experience of care delivered on the stoma care nurse-led outpatient follow-up pathway. Methods: An adapted data collection tool was used to evaluate face-to-face and telephone clinics in a 3-month period (December-February). A non-probability convenience sample of 246 patients who accessed the pathway face to face (n=122) or by telephone (n=124) were surveyed. The questionnaires were sent to consenting respondents who had either a colostomy ileostomy or urostomy. Results: A total of 117 questionnaires were returned, with a response rate of 48%. The results showed that 98% of respondents on the face-to-face pathway said the nurse had answered all their questions compared to 80% on the telephone. Nine out of 10 (90%) of respondents were very satisfied with the overall telephone consultation, while only 68% of respondents were very satisfied with the overall face-to-face consultation. Almost all (97%) of ostomates from the face-to-face clinic were happy with the length of their appointment, compared with 81% of those from the telephone clinic. Overall, the respondents are generally happy with the service offered to them and they valued the role of the stoma nurses. Conclusions: The service evaluation highlighted several good areas of practice and identified areas that need improvement, including offering preference of type of clinics to ostomates. Both options of face-to-face and telephone consultations could be presented to ostomates to ensure appropriate quality of care. In addition, an action plan has been put in place to improve identified needs.