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Implementing a near real-time patient experience feedback process in inpatient rehabilitation: mixed-methods process evaluation informed by the Normalization Process Theory
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  • Tiago Silva Jesus,
  • Jan Struhar,
  • Walters T,
  • Gracz K,
  • Sheth M,
  • Fernandez A,
  • Lopez C
Tiago Silva Jesus
The Ohio State University School of Health and Rehabilitation Sciences

Corresponding Author:tiago.jesus@osumc.edu

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Jan Struhar
Shirley Ryan AbilityLab
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Walters T
The Ohio State University School of Health and Rehabilitation Sciences
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Gracz K
Shirley Ryan AbilityLab
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Sheth M
Shirley Ryan AbilityLab
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Fernandez A
Shirley Ryan AbilityLab
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Lopez C
Shirley Ryan AbilityLab
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Abstract

Purpose: Near real-time patient experience feedback (NRTPEF) can enable patient-centric quality improvement. We 1) assess the utility, feasibility, and acceptability of implementing a new NRTPEF, perceived by patients and providers; and 2) understand how the NRTPEF became embedded into routine provider practices. Materials and Methods: Mixed methods process evaluation of the 8-month implementation of an innovative NRTPEF in an inpatient rehabilitation unit, using interviews and focus groups with all the service-unit leaders and interviews with a randomized sample of patients. Beyond descriptive statistics and content analysis, the Normalization Process Theory (NPT) informed a framework analysis. Results: Patients and service-unit leaders perceived high utility in the NRTPEF (median: 9 for both; 0-10 scale) and qualitative comments emphasized the value of providing/obtaining timely feedback. The system was found feasible and acceptable for patients (median: 9.5), but with an improvement margin for providers (median: 7.3). Suggestions include strengthening the data-relay format. Even in the pilot form, providers found the NRTPEF became embedded into practice (median 10; average: 8.6). The NPT-informed analysis shows how providers saw differential value, engaged with, and used the patient feedback into reconfigured practices. Conclusion: An innovative NRTPEF was found useful, feasible and acceptable, but with refinement opportunities before scale-up.
15 Mar 2024Submitted to International Journal of Health Planning and Management
18 Apr 2024Review(s) Completed, Editorial Evaluation Pending
22 Apr 2024Editorial Decision: Revise Minor
17 May 20241st Revision Received
19 May 2024Submission Checks Completed
19 May 2024Assigned to Editor
19 Jul 2024Review(s) Completed, Editorial Evaluation Pending
19 Jul 2024Editorial Decision: Accept