Multiple sclerosis infusion service during the pandemic: service improvement

Abstract

Providing care to multiple sclerosis (MS) patients posed a challenge during the COVID-19 pandemic. Surge plans necessitated an abrupt change of facility for the infusion service, from an acute to a non-acute site. To assess patient satisfaction with the MS infusion service at a new location supervised by MS specialist nurses, in comparison with previous arrangements. Collection of anonymous patient surveys to assess patient demographics and levels of satisfaction across various service domains. Overall, 97% recorded a satisfaction score of ≥8/10. Key areas of improvement included difficulty parking, difficulty accessing the unit, appointment punctuality and comfort. Thematic analysis revealed several key improvement areas such as access to MS nursing knowledge, cannulation and punctuality. The urgently relocated service, with better access and specialist nursing input, was associated with improvements in patient experience. Despite unprecedented pressures, unique opportunities resulted in an overall improvement to the MS infusion service.