How patients’ feedback was used to redesign a head and neck service

Citation

Taylor L, Tooman T & Wells M (2014) How patients’ feedback was used to redesign a head and neck service. Cancer Nursing Practice, 13 (6), pp. 20-26. https://doi.org/10.7748/cnp.13.6.20.e1093

Abstract
This article describes the findings of a modified experience-based co-design project to inform the redesign of head and neck cancer follow-up services in a cancer centre in Scotland. Patients who had completed treatment for the disease within the past three years, and their carers, were invited to attend a patient experience event in their area. Charts depicting ‘touchpoints' and ‘episodes of care', and facilitated group discussions, were used to elicit experiences and views of treatment and follow-up care. Findings revealed a range of unmet needs for information and support, as well as challenges experienced in the integration and organisation of services. The events have led to fundamental changes in the approach to follow-up care, enabling provision of a more patient-centred service.

Keywords
Experience-based co-design; follow up; head and neck cancer; patient-centred service; patient experience; service redesign; survivorship

Journal
Cancer Nursing Practice: Volume 13, Issue 6

People

Professor Mary Wells

Honorary Professor, NMAHP