Patient empowerment: a key enabler to improve patients experience of hospital discharge

Abstract

The National Patient Experience Survey (2017) found lower levels of satisfaction with hospital discharge. Poor communication was the primary cause for this finding. A thorough review of the survey resulted in the identification of four key areas pertaining to discharge that patients had a knowledge deficit namely Diagnosis, Drugs, Aftercare and ‘Your’ Follow-up. This resulted in the development of the D-day mnemonic/concept. Communication is a two way process between the healthcare provider (HCP) and the patient. This facilitates shared decision making and an equal partnership that is truly person centered. Patient empowerment is prerequisite to this as proposed by the mantra ‘no decision about me, without me’ (Kings Fund, 2011). Enabling patients to participate as equal partners is a challenge for HCP’s as it conflicts with paternalism, the dominant decision making healthcare model (Coulter et al, 2008). The National Healthcare Charter (HSE, 2012) ‘its safer to ask’ encourages patients to ask questions about their care. Patient utilisation of the charter was not evident in the findings of the national patient experience survey. To this end we developed a ‘D-day patient information leaflet’ containing cue questions targeting the d-day knowledge deficits. Due to the time constraints of this project we focused on two of the four D-day knowledge deficits namely Aftercare and ‘Your’ follow-up.