Person-Centred Care: Lessons from a service evaluation

Context: Critical care encompasses intensive care, intensive therapy and high dependency care and is operationalised when patients require specialised monitoring and intervention following complex surgery, or a life-threatening illness or injury. Background: During the pandemic, the Critical Care Department at UCLH formed a family liaison team to bridge the connection gap between patients, families, and clinical teams. This evolved into the Patient & Family Team (PFT), which organised several engagement events to understand patient and family experiences in critical care. Methods: Focus group discussions were conducted online and in-person with patients and bereaved families exploring their experience of the service. Discussions revolved around pivotal moments in the critical care journey. Feedback was analysed thematically and validated with the participants. Findings: Patients described their journey through four stages: Admission, Period of Disorientation, Re-Awakening, and Recovery. Bereaved families categorised their experiences into seven stages from 'The Phone Call' to 'Bereavement.' The need for effective and compassionate communication and support was evident for both groups. Discussion: Feedback revealed the emotional journeys of patients and families in critical care. While many experiences align with the existing literature, they also highlight areas for improvement, emphasising the value of human connection in healthcare. This study also demonstrated the need for continuous service evaluation and strategies for understanding underserved populations.