Using patients voices to make things better; Dynamic designing of a frailty unit based on patient feedback within Cardiff and Vale Health Board

Introduction

Using a patient centred, valued based health care approach to reshape the acute frailty unit with the University Hospital of Wales. Our multi-disciplinary team provide our patients with a compressive geriatric assessment. The goal is to ensure our patients are treated in a timely, thorough manner to avoid deconditioning and hospital induced harm. We want our unit to be guided by the needs of our patient population.

Methods

A redesign of the service structure within the acute frailty unit was undertaken as a result a patient survey taken in 2021. The aim was to focus on concerns that patients had highlighted within their feedback; noting particular challenges with length of time spent within the accident and emergency department, access to analgesia and continence needs. We were able to note these concerns and work on redesigning our care model to focus on meeting these needs.

Results

Following these changes, we undertook focused interviews with patients. They speak positivity about their stay within our acute frailty unit; noting they feel listened to about their goals, they are kept up to date with their treatment plans and that the staff genuinely care. They continue to be concerned with regards to access to emergency ambulances and length of stay within the accident and emergency department.

Conclusion

Further significant changes have been made to the service structure following additional patient feedback. Our number of beds within the acute footprint of the hospital have been increased from 12 to 19. We hope that this, alongside a streamlining of the complete admissions process within the University Hospital of Wales, will allow us to continue to provide patient centred, valued based health care to our patient population.