{
  "abstract": "Background The National Institute for Health and Care Research (NIHR. Improving care by using patient feedback. 2020) advocates for patient (and service user) feedback to enable insights from those accessing services to influence and inform service development and quality improvement. Various feedback mechanisms are established in the hospice – such as ‘iWantGreatCare’ – and the hospice was keen to gain broader insights about user experience across its services, with the opportunity for richer and more nuanced understanding of users’ experience and their ideas for change. The Trajectory Touchpoint Technique (2017) is a model for collecting stories from palliative care patients and their families and this model has been adopted to enable user feedback from patients and their families pre- and post-bereavement.Aim The Hospice User Focus group is a forum for patients, families and carers who have accessed hospice services to share their experiences to inform continuous improvement.Method This group is facilitated to be a warm and welcoming space for service users to share what can be difficult and emotional experiences. The Trajectory Touchpoint Technique is used to frame the conversations, and themes are drawn from the feedback which are then reported through clinical governance structures at the hospice, enabling consultation and action planning to address learning from the feedback.Results To date, four focus groups have been attended by 31 service users, made up of patients, their families, carers and bereaved relatives. Fifteen themes have been identified as reflecting the positive experiences of participants, including reference to compassionate care, advance care planning, care at home and groups. Twenty themes were identified as areas to improve with associated recommendations relating to sensitive communications, provision of timely information, and inclusive care for all needs.Conclusion The groups have revealed otherwise unknown insights, leading to a series of actions which are improving care quality and service user experience.",
  "authors": [
    {
      "affiliations": [
        "Willen Hospice, Milton Keynes, UK"
      ],
      "name": "Toria Kilsby"
    }
  ],
  "title": "P-03 Establishing a hospice user feedback group",
  "uid": "e23fb52f-4bbf-5279-af18-6d5e9e81f7eb"
}