A review of patient feedback on the pharmacy-led VTE follow up service on the Same Day Emergency Care Unit

Abstract

Background: The pharmacy-led anticoagulation follow-up service had been implemented since January 2023 and the initial year’s data had proven the concept, with these outcomes showcased at national and international conferences. It was then deemed imperative to gather feedback from the service users to ensure the aims of the service were being met by it’s most important stakeholder, the patient. Aims: To gather impressions and perspectives of the service and provide quantitative and qualitative feedback, allowing the team to then explore avenues of potential improvement highlighted by patients. Methods: A sample of patients were asked pre phone call how they would want to be contacted for feedback; this was decided as postal return. A questionnaire was devised and sent out to 100 independent patients/carers over 2 months with a 3 month return period. Results: 50 patients responded with the overwhelming majority finding the calls positive, informative and answering of all their questions. Any constructive feedback was not specifically for the pharmacy team and more around the general experience or other aspects of SDEC entirely; this was all redirected appropriately. Numerous patients commented on excellent communication skills from the team that provided clarity on queries/concerns they had. Another common theme was appreciation for explaining the next steps around being on anticoagulation and what this meant in practical terms to lifestyle and reassurance about the thinning of the blood. Conclusion: The majority of patients receiving this service rated it ‘Very good’ with over 80% stating their understanding of the treatment had improved because of the call. The team has now themed common queries from patients and will be updating the proforma of the call to improve its accessibility for other pharmacy teams to roll out in different clinical areas. The aim will be to improve the standard patient experience when it comes to anticoagulation Trust wide.