USING PATIENT FOCUS GROUPS FOR NEW PATIENT SERVICES

This article is intended to illustrate the usefulness of patient input in the strategic planning process and to demonstrate in particular th e use of focus groups in concept development, concept testing, and pro gram evaluation. Interactive planning: Three areas of patient services were designed partly on the basis of patient input. ''Service Teams w ith Appropriate Resources'' (STARs) were conceived as basic organizati onal units to deliver interdisciplinary care to meet the needs of spec ific groups of patients. A patient services ''menu'' was envisioned to allow the patient or caregiver to decide which service would allow th e patient or caregiver to decide which service would most appropriatel y and efficiently meet patient needs. The ''Service Expectation Progra m'' was formulated to ease entry into the hospital by providing inform ation on what patients should expect from the hospital experience. Con cept testing: Focus groups were used again to test and refine the conc epts developed during the interactive planning stage. General themes i ncluded the need for improved communication, the desire to be treated with respect and dignity (personhood), the need for coordination acros s the continuum of care, and the desire for more personal choice and c ontrol. Ongoing evaluation: Sources of patient feedback used in the on going evaluation process included a patient satisfaction survey and a telephone survey. Additional focus groups and telephone surveys are pl anned. Management issues: The focus group discussions with patients in troduced useful data into the quality improvement and interactive plan ning process. Findings were disseminated to all levels of hospital man agement and program staff through newsletters, reports, and in-service training sessions. Data were useful in interactive planning, program concept testing, and the development and implementation of new service s.