Involving service users in sexual health service development

Abstract

Objectives The study objectives were to document users' experience of family planning and genitourinary medicine clinics and young people's services working within the time constraints of rapid service development and maximising the utility of this data for service improvement. Methods A total of 93 users of family planning and genitourinary medicine services participated in one of 13 facilitated discussion groups. Some 61% of the sample were women, 64% were aged over 25 years and 47% were Black Caribbean or Black African. The clinic journey was drawn on a wall covered with paper and participants added their comments during the discussion. Results Users had similar concerns across the three service types. Users perceived some receptionists and clinicians as unfriendly and judgmental and described others providing a quality service often under difficult conditions. Reception was insufficiently confidential, waiting environments uncomfortable, waiting times long and more information was needed throughout service use. Conclusions Those elements of sexual health services known to be a source of dissatisfaction among young people may also be a problem for older service users and are experienced across different types of sexual health service. This preliminary study demonstrates the feasibility and acceptability of focus group evaluations of sexual health services. This approach generates qualitative data from relatively large numbers of users within a timescale consistent with service development. Key message pointsG Sexual health service users from all types of service reported that reception was insufficiently confidential, waiting environments uncomfortable, waiting times long, clinicians often unfriendly and judgmental, and insufficient information provided.G A method of collecting qualitative data from large numbers of service users within a timescale consistent with service development is described.

Measuring patient satisfaction in sexually transmitted infection clinics: a systematic review

“…The first was performed in the UK and included 93 service users of STI clinics and family planning clinics in 13 focus groups 29. The second was a small study including 15 participants in Alabama, USA30 with free healthcare at the point of access.…”

“…Using the quality-assessment checklist, two of the focus-group studies scored highly, indicating a good understanding of the methodology and relevance of this approach 29 30…”

“…Staff attitudes remained an important issue from a user’s perspective 29. Criticisms identified in the Alabama study were men’s dislike of the front desk employees and the perceived gossipy nature of the clinic 30…”

“…The importance of efficient clinic infrastructure was noted in the Baraitser study, and providing entertainment within the clinic was suggested as a way of passing the time and also reducing anxiety 29. The focus groups held in the UK concluded that the issues identified as important to young people were similar to those for older users,29 namely confidentiality in the reception area, waiting times, staff attitude and provision of information 29…”

Assessing the possibilities and challenges of patient involvement in sexual, reproductive and HIV/AIDS services

“…There seems to be much scope to develop more innovative ways of engaging patientsmoving beyond the more traditional methods of patient groups and towards methods that allow patients to get involved in the ways that 'match' their expectations. The development of digital forms of PPI could help with this -at least for some patient groups -as it allows for patients to get involved in ways that are anonymous, easy and fast 14,15, and INVOLVE publish useful guidance 16, s. It also fits with changing priorities for collecting information from patients and service users in as near to real-time as possible so that results can be assessed quickly. This approach offers a clear opportunity for services to make improvements.…”