How patients’ feedback was used to redesign a head and neck service
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How patients’ feedback was used to redesign a head and neck service

Lesley Taylor Senior specialist nurse, Oncology support team, Ninewells Hospital, Dundee
Tricia Tooman Research assistant, School of Nursing and Midwifery, University of Dundee, School of Management, University of St Andrews
Mary Wells Professor of cancer nursing research and practice, Nursing, Midwifery and Allied Health Professions Research Unit, University of Stirling

Lesley Taylor and colleagues describe the findings of patient experience events and how they were used to change a centre’s follow-up care

This article describes the findings of a modified experience-based co-design project to inform the redesign of head and neck cancer follow-up services in a cancer centre in Scotland. Patients who had completed treatment for the disease within the past three years, and their carers, were invited to attend a patient experience event in their area. Charts depicting ‘touchpoints’ and ‘episodes of care’, and facilitated group discussions, were used to elicit experiences and views of treatment and follow-up care. Findings revealed a range of unmet needs for information and support, as well as challenges experienced in the integration and organisation of services. The events have led to fundamental changes in the approach to follow-up care, enabling provision of a more patient-centred service.

Cancer Nursing Practice. 13, 6, 20-26. doi: 10.7748/cnp.13.6.20.e1093


Peer review

This article has been subject to double blind peer review

Conflict of interest

None declared

Received: 27 March 2014

Accepted: 04 June 2014

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