Table 4 Positive and negative patient experience categories observed in NHS-DPP delivery
No. of instancesa | Examples from observational notes | |
|---|---|---|
Positive patient experience | ||
High engagement and satisfaction with the programme | ||
All sites | 59 | “The mindfulness activity was very popular with the group and some service users asked to do this activity again at the end of the session …” |
“The service user gave very good feedback on the programme, she said she hoped it would continue and that everyone would get as much out of it as she had; she said the main thing she had learned was knowledge about what to eat and what to avoid.” | ||
Good group relationships between facilitators and peers | ||
All sites | 51 | “[Facilitator] was very engaging in the way he delivered the session. All the service users got involved with the discussion and asked questions. [Facilitator] seemed to build a rapport with the group very quickly.” |
“The group works well together, good relationships between service users, good peer support (e.g. congratulating each other if lost weight at start of the session).” | ||
Patient behaviour change | ||
All sites | 17 | “One woman had managed to do 8000 steps every day this week, had even done 13,000 one day, and had walked 45 min home from the shop one day – sees the group as worthwhile.” |
“One man said he had lost 9 kg and his family commented on how much weight he had lost, but he felt very healthy and strong; one man said he would carry on with what he had learned, as he had been encouraged to do more exercise; he had made most changes in the first period of the course, but had managed to maintain it.” | ||
Negative patient experience | ||
Scheduling and size of group sessions | ||
All sites | 41 | “Two service users complained about the lack of notice for this session – one lady was only given notice at 5:30 pm yesterday afternoon and another man was given notice at 9 pm yesterday evening and he had to cancel some plans in order to attend the session today.” |
“Difficult to manage the group with so many people attending; had to split the group into two for two activities, however even half the group couldn’t all fit around the activity table; lots of talking so difficult to hear all of the conversation and not everyone gets a chance to join in.” | ||
Factors influencing disengagement / dissatisfaction within the session | ||
Sites A1, B1, B2, C1, C2, D1, D2 | 27 | “This session was very heavy going – for over an hour there was information about very serious health consequences and risks of type 2 diabetes, with no activities to break it up; by the time they had a break people were commenting on “brains bursting.”” |
“Some service users had difficulty opening up the pedometers to read the screen. Some pedometers seemed to be faulty as they would not re-set so [Facilitator] took those ones back in.” | ||
Venue | ||
Sites A1, A2, B1, C1, C2, D1 | 15 | “Attendees said [venue] was hard to find (not well-known or well sign posted).” |
“For one woman, attending the class is a “five hour round trip” as it takes two buses/ one hour to get there and get home.” | ||