Relatives' Experiences Regarding Patient Safety and Refer Out of a Community Hospital, Surin Province

Abstract

This qualitative descriptive study aimed to 1) explore the experiences of patients' relatives regarding safety during patient care and transfer, and 2) propose strategies for improving nursing quality in patient safety and transfer services at a community hospital in Surin Province. Key informants are the patients’ relative who went with the ambulance. Ten key informants were selected by purposive technique and divided into 2 groups, six informants whose patients are still alive; and four informants whose patients have died. A semi-structure interview on the relatives' experiences in patient safety and refer out as a research tool, was developed by the researcher, and using Donabedian Model Framework to propose guidelines for improving the quality of nursing services. Data were analyzed using content analysis. The research findings were as follows.

1. Experience of the relatives regarding safety during patient care and transfer were divided into 3 phases: 1) Before referral phase, the relatives received sufficient information for the refer out, including the rational and the relatives’ preparation. 2) During referral phase, there were readiness of the ambulance in terms of equipment and the driver; caring on the ambulance by professional nurses, and satisfaction of the care. 3) After referral phase, the relatives received sufficient information on procedures of the after referral, receiving good care and services from the hospital personnel, especially nurses that relying on their expectations.

2. Based on Donabedian Model, the study suggests quality improvement strategies across three dimensions: 1) Structure is a clear policy, especially number of nurses who go with the ambulance. 2) Process emphasize on operation rely on the standards. 3) Outcomes are patients’safety; and satisfaction of the relatives and patients, as well as decreasing the risk of hospital law suits.

Ensuring effective communication with relatives at each stage of patient transfer is crucial for reducing anxiety and enhancing nursing service quality. Implementing the recommended strategies can contribute to better patient safety and overall service quality in community hospital settings.