Elective Surgery/Diagnostic Hubs
Milton Keynes NHS
- Quantitative research
Brief
Waiting lists for planned care and elective surgery had increased as a result of the COVID pandemic
To improve patient experience, Bedford, Luton and Milton Keynes ICB wished to instigate a communications programme designed to improve communications for those on waiting lists
Challenge
A two stage programme of quantitative research was conducted among patients on waiting lists. The first stage of research was exploratory in nature and used a wide range of different recruitment methods (commercial panels, waiting lists, social media). The information was then used to identify communication needs, optimum communication channels and to establish baselines in patient satisfaction. The information from this stage was used to develop a communications plan, which incorporated new communication channels for patients. Stage two of the research was then used to evaluate the impact of the communications programme and to help refine communication strategy going forward.
Leading on from the first stage of research, a website was developed that provided information about likely waiting times. The second stage of research demonstrated that the new website had a positive impact on the patient experience. It also provided insight into how to improve both the website and communications in general.
