An Intervention to Improve the Experience of Patients in Intermediate and Long-term Care Units

Condition(s) studied

Investigational drug(s) / intervention(s)

Patient experience intervention (problem-detection interview and multidisciplinary action plan): Between days 10 and 15 of admission, patients (or their relatives or caregivers) are interviewed following a structured script about the negative aspects they perceive in their hospital stay, including quality of care, comfort, medical information, and assistance with daily activities. Responses are classified using the Net Promoter Score framework. The results are presented at the periodic multidisciplinary team meetings, where a personalized action plan is agreed, documented in the clinical record with assigned responsibilities and deadlines, and reassessed at approximately 30 days.

Study summary

The goal of this clinical trial is to learn if an intervention that detects and addresses the problems perceived by patients during their hospital stay can improve trust in the hospital among older patients admitted to intermediate and long-term care units. The main questions it aims to answer are:

* Does the intervention increase patients' trust in the hospital, measured as their likelihood of recommending it?
* Does the intervention reduce formal complaints, improve patients' emotional well-being, and improve the job satisfaction of nursing staff? Researchers will compare patients admitted before the intervention was introduced with patients admitted one year after it was introduced to see if trust in the hospital improves.

Participants will:

* Complete, after one month of admission, the hospital's satisfaction questionnaire (which includes the trust question) and a short emotional well-being questionnaire, either themselves or through a relative or caregiver
* In the post-intervention period, be interviewed between days 10 and 15 of admission about the negative aspects of their stay; the results are discussed at multidisciplinary team meetings, where corrective actions are agreed Nursing staff and nursing assistants on the participating wards will complete a job satisfaction questionnaire before and after the intervention.

Eligibility

Primary outcome measure(s)

• Trust in the institution — After 1 month of admission, in the pre-intervention group and in the post-intervention group
  Score on the question "If needed, would you recommend Hospital Sant Antoni Abat?" from the hospital's inpatient satisfaction questionnaire, rated from 0 (would never recommend) to 10 (would actively recommend). Higher scores indicate greater trust. A score above 7 is considered to indicate trust in the institution.

Trial sites (1)

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