Exploring experiences of patients attending an outpatient thrombosis service in Canada

Background

There is limited information on patients' experiences that influence their satisfaction and perception of the quality of care received at comprehensive thrombosis and anticoagulation management services. However, in order to provide patient-centred care, patients’ input is fundamental. Therefore, we aimed to explore the views and experiences of people who received care at an Adult Outpatient Thrombosis Service to identify aspects that are valued as well as areas for improvement.

Methods

This is an analysis of free-text data from an anonymous survey sent to all adult patients who received care from a multidisciplinary Thrombosis Service in Newfoundland and Labrador, Canada between October 2017 and May 2019. Thematic analysis was used to analyze the open-ended free text responses and identify common themes.

Findings

In total, 40.7 % (n = 229) of survey respondents (N = 563) provided comments to the free-text question. Respondents made more positive comments than negative comments. Four common themes were identified: feeling seen, heard, and cared for; the information received filled the gap and sometimes missed the mark; service organization and follow-up: smooth for some, frustrating for others; and, accessing care: virtual options, travel burden, and waiting.

Conclusion

This analysis highlights the positive effect of receiving clear information and having a respectful patient-provider relationship on patients' perceived quality of care. Conversely, the need for alternative consultation-delivery modes, such as virtual care, was identified as an area of opportunity to improve patients’ care experience.