Factors Influencing patient experience and satisfaction following surgical management of ankle fractures

Background: Patient feedback is increasingly important to inform and develop effective healthcare within the United Kingdom. In order to optimise patient experience of ankle fracture care in our unit, we sought to identify elements of practice associated with poor patient experience and low levels of satisfaction. Methods: Adult patients with closed ankle fractures requiring fixation over a ten month period were prospectively identified. Prior to discharge all patients completed the Picker Patient Experience Questionnaire (PPE-15), satisfaction visual analogue scale (VAS: 0- 10) and a demographic questionnaire. Operative delay and cancellation episodes were similarly noted. PPE- 15 and satisfaction VAS data were collected concurrently from a control group of elective hip and knee arthroplasty patients. Results: 52 patients (23 males) of average age 47 years (17-86) underwent ankle fracture fixation. Median pre-operative length of stay (LOS) was 3 days (IQR 1-6). Ankle fracture patients had significantly worse experiences compared to arthroplasty patients (p < 0.05 across all 15 PPE domains). Once pre-operative length of stay exceeded 3 days patients reported more areas of concerns (6 of 15) than those waiting 3 days or less (4 of 15) (p = 0.02). Cancelled patients reported significantly worse experiences, with satisfaction VAS of 7 (versus 9 in those not cancelled [p = 0.005]), and median of 6 PPE- 15 domains of concern (versus 3.5 [p = 0.03]). Conclusions: Efforts to improve the healthcare experience of patients with ankle fractures should be focused on improving processes that minimise cancellation of surgery and the communication around delay management. Crown Copyright (C) 2017 Published by Elsevier Ltd. All rights reserved.