The self-reported opinions of ambulance personnel using a patient outcome feedback system in the emergency department.

Abstract

Introduction: Ambulance clinicians manage a wide range of complex and often challenging clinical presentations. Despite spending significant time with patients during the pre-hospital phase, they rarely receive meaningful feedback on the diagnosis, progress or outcome of their patients from the hospital. This lack of structured feedback represents a missed opportunity for learning and emotional closure. To address this gap, Wexham Park Hospital (WPH) introduced a formal patient outcome feedback service for ambulance clinicians. This mixed-methods service evaluation aimed to explore the effectiveness and impact of the feedback service.

Methods: An electronic questionnaire was distributed to all previous and present users of the feedback service. The questionnaire included 12 quantitative and qualitative items designed to explore users' experience. Quantitative data were analysed descriptively, while qualitative responses underwent thematic analysis by all authors to identify key themes of the service's impact.

Results: A total of 101 questionnaires were completed and included in the analysis. Satisfaction with the service was very high: 98% of respondents reported being satisfied; 91% indicated that the feedback received was likely to influence their clinical practice; and 68% reported an impact on their mental well-being resulting from the feedback, assumed to be positive.Four domains of improved clinical care were identified by thematic analysis: diagnostic insight and knowledge development; clinical decision-making; confidence and professional growth; continued learning and reflection. The feedback was perceived to have a positive emotional and mental effect, providing clinicians with closure, peace of mind, reassurance and a reduction in uncertainty.

Conclusion: The service was viewed by users to enhance clinical practice, support well-being and improve patient care. It fostered confidence in diagnostic and decision-making skills, reduced anxiety and uncertainty and encouraged self-reflection and professional growth. We recommend that feedback services be implemented at facilities where pre-hospital teams interface with hospital care providers.