Staff from the trust’s clinical research directorate have used real-time feedback to improve the checking-in process for COVID-19 vaccine trial participants arriving for their appointment.
The team utilised the Participant in Research Experience Survey (PRES), a questionnaire that gives research participants the opportunity to talk about their experience of taking part in studies or trials, allowing study teams to identify issues early to enable an improved service for current and future participants.
When the study team working on the Oxford AstraZeneca vaccine trial in Newcastle received comments from participants regarding long wait times before their appointment, they were quick to take action.
Fiona Yelnoorkar, Matron from the trust’s clinical research directorate , explained:
“We received PRES feedback from a participant who had missed their appointment slot when attending the vaccine trial. The participant was asked to come back in 20 minutes and when they returned had a further period of time to wait.
“Originally, people were checked in at reception by one team member and called in to their appointment by another. As two staff members were involved and because the participant’s return was not communicated between staff, they were asked to wait another 20 instead of being seen straight away. This was understandably frustrating for the participant.
“As we received this feedback in real-time, we were able to act upon it immediately. We identified that the process of checking in participants for their appointment could be improved by having one designated team member placed at reception to facilitate the participant’s journey through the unit. This meant there was no risk of miscommunication because a single person was responsible for welcoming people and calling them in for their appointment.
“The change was a success, as the checking in process was much smoother, wait times were reduced and appointments were carried out more efficiently. It is important to us that the participant experience is as positive as possible and we welcome any opportunity to make the process of taking part in research easier.”
PRES) is one of the ways the National Institute for Health Research Clinical Research Network North East and North Cumbria (CRN NENC) engages with patients and the public. It provides the regional network with information that is used to improve the delivery of health research in the region.
Caroline Wroe, Clinical Director of the NIHR Clinical Research Network North East and North Cumbria, said:
“PRES is such an important tool for improving participants’ research experience and it’s fantastic to see study teams using feedback to implement positive change in this way. Participants give up their valuable time to take part in important studies that benefit the community and we are grateful to them. One way that we can show our appreciation is by making their experience as positive as possible and PRES helps us do this. This is an excellent example of how a small change in process can make a big difference to participants.”
The team at Newcastle shared the PRES feedback and subsequent solution with the Regional Vaccine Operational group, which meant that other sites could also take them into account when setting up vaccine studies.
