Optimal Health Services Lab
Ongoing
Projects
Importance: Quality improvement efforts on general medical wards are often driven by organisational or clinician priorities, and little is known about patient or caregiver priorities.
Objective: To understand contributors to patients’ in-hospital experience and how patients and caregivers prioritise these for improvement.
Methods: We recruited inpatients or their caregivers from the general medical wards of 10 hospitals across Canada from November 2023 to February 2025 to participate in a group concept mapping study. Group concept mapping is a participatory multistep mixed method used to understand how a group views a particular topic. We used a targeted recruitment strategy to ensure inclusion of individuals who identified as non-white, preferred a non-English language, were unhoused, had a history of a mental health condition or who had dementia. An open-ended prompt elicited narratives about the inpatient experience. These were iteratively summarised into statements, which subsequent participants thematically sorted and rated in response to two rating questions: (1) extent of negative impact on well-being and (2) prioritisation for quality improvement.
Results: 302 participants (230 patients, 72 caregivers) responded to the open-ended prompt. These were synthesised into 935 ideas, summarised into 42 unique statements, which were then rated (N=203 participants) and sorted (N=50), generating a concept map with six clusters: Environment & Facilities, Personal Support, Delays, Communication, Nutrition, Inclusivity & Engagement. There was no correlation between rating results for impact to well-being versus prioritisation for quality improvement. The ‘Delays’, ‘Communication’ and ‘Inclusivity & Engagement’ conceptual clusters contained many of the highest-rated improvement priorities. Prioritisation was consistent across participant subgroups, despite variation in how these groups rated items on impact to well-being.
Conclusion: This study provides a ranked list of priorities, setting an agenda that is grounded in the patient experience. Overall, patients’ and caregivers’ own negative inpatient experiences had little bearing on overall prioritisation for quality improvement.
Walk-in Physician Care: An Integrated Knowledge Translation Project to Inform Quality Improvement
CIHR Funded project
Patient and Caregiver Priorities for Quality Improvement on General Medical Wards
Funded by CIHR, St. Michael's Hospital AFP-AMO and UHN AFP-AMO
The role of walk-in clinics in our healthcare system is a focus of debate - do they bring us closer to achieving high-quality primary care for all? The rapid access they offer must be balanced against other important measures of care quality. Despite their spread over the last 40 years, little attention has been paid to the degree to which walk-in clinics achieve this balance. We have a limited understanding of who works in such clinics and the care they provide. Reported concerns about walk-in care include poor integration of care and overuse of tests and treatments with little benefit. Since many patients only access primary care through walk-in clinics, a policy response may be needed to ensure the best possible patient outcomes when balancing access with other measures of high-quality care. Evidence-informed policy requires updated and comprehensive information. Using a novel data linkage, we propose to describe walk-in physicians, their practices, patients, quality of care, and perspectives. We will then work with policymakers to explore policy responses to support high-quality primary care for all.