262995 Asking patients about their experiences, opinions and needs when planning health services

Wednesday, October 31, 2012

Jennifer Bennett, MPH , Nevada AIDS Education and Training Center, University of Nevada School of Medicine, Reno, NV
Patricia A. Charles, DrPH , Nevada AIDS Education and Training Center, University of Nevada School of Medicine, Reno, NV
Trudy Larson, MD , School of Community Health Sciences, University of Nevada, Reno, Reno, NV
Leah Thompson, MPH , Northern Nevada HOPES, Reno, NV
Barbara Scott, RD, MPH , Pediatrics, University of Nevada School of Medicine, Reno, NV
Issues: Health care planners typically utilize available resources and analysis of existing program data, and gather input from program administrators and providers when considering improvements to existing services or implementation of new programs. Consulting patients/consumers in the planning process requires greater time and effort. However, their experiences and opinions provide crucial and often unique information important for guiding program improvement and designing new services. Description: In this presentation we will describe how information from patient surveys and interviews complemented HIV service planning: 1) Development of telemedicine was initiated with a cost-benefit review in which rural patients were surveyed to learn about their opinions and concerns regarding the option of receiving HIV care via telemedicine; 2) Clinical services for women were designed using interviews regarding the patients' experiences and needs; and 3) A Ryan White Statewide Coordinated Statement of Need process was bolstered by extensive patient input through surveys to assess how well their varied health care needs were being met. We will describe survey and interview design and unique findings from each example. Lessons Learned: Providers and planners may have different perceptions of needs than patients do. Program planning is greatly enhanced by patient input, and programs can learn a lot about offering quality care from the people who receive it. Recommendations: Performance measures are clearly very important guides for achieving quality care and service provision. However, as the ultimate goal is to meet patient needs, it is critical to actively involve them at all steps in the planning process.

Learning Areas:
Conduct evaluation related to programs, research, and other areas of practice
Provision of health care to the public

Learning Objectives:
Describe several methodologies for enhancing health care service planning via patient/consumer input. Discuss several health care service improvements created in part with input from patients.

Keywords: Health Care Access, Planning

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: I have worked for the Nevada AIDS Education and Training Center for the last seven years, during which time our program has provided a great deal of technical assistance to HIV clinics and services in the state, including investigations into client needs and service improvement.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.