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Table 4 Positive and negative patient experience categories observed in NHS-DPP delivery

From: The NHS Diabetes Prevention Programme: an observational study of service delivery and patient experience

  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.”
  1. Extracted texts are presented as they were typed by the researcher after each session observation.
  2. aOut of 118 observed sessions