Partnering With Patients: Perspectives of Doctors, Nurses, and Managers Regarding Patient Participation and Feedback in Hospital Settings in Jamaica

Camelia Thompson, Department of Community Health and Psychiatry, The University of the West Indies, Mona, Kingston 7, Jamaica, W.I.Follow
Desmalee Holder Nevins, Department of Community Health and Psychiatry, The University of the West Indies, Mona, Kingston 7, Jamaica, W.I.Follow
Dawn Walters, Department of Community Health and Psychiatry, The University of the West Indies, Mona, Kingston 7, Jamaica, W.I.Follow
Cameal Chin-Bailey, Department of Community Health and Psychiatry, The University of the West Indies, Mona, Kingston 7, Jamaica, W.I.Follow
Elon Thompson, Department of Community Health and Psychiatry, The University of the West Indies, Mona, Kingston 7, Jamaica, W.I.Follow
Minerva Thame, Department of Community Health and Psychiatry, The University of the West Indies, Mona, Kingston 7, Jamaica, W.I.Follow
Kenneth James, Department of Community Health and Psychiatry, The University of the West Indies, Mona, Kingston 7, Jamaica, W.I.Follow

ORCID

Camelia Thompson: https://orcid.org/0000-0001-8810-686X

Abstract

This study assesses the perspective of doctors and nurses regarding participation of patients in care delivery and explores perspectives of managers on patient feedback mechanisms in two Jamaican hospitals. A mixed-methods convergent parallel design study was employed. The quantitative component involved a cross-sectional survey of 328 doctors and nurses, selected through stratified random sampling, using a self-administered questionnaire assessing patient participation. Qualitative data were collected through semi-structured interviews with 17 senior managers, which were analyzed thematically. Quantitative and qualitative findings were integrated during interpretation. The majority of respondents (90.8%) reported that they very often or always respected and encouraged patient participation in decision making. Almost 87% responded promptly and openly to patient complaints, while 53.7% very often or always provided information on how patients could give feedback. Doctors (93.7%) were significantly more likely than nurses (87.1%) to encourage patient participation (p = 0.016), whereas nurses (59.7%) more frequently provided feedback information than doctors (41.8%) (p = 0.001). Senior managers confirmed the existence of complaints mechanisms and use of satisfaction surveys but noted inconsistent implementation. Challenges with paper-based medical records were reported, impeding timely, confidential communication and feedback management. Healthcare workers were engaged in efforts to increase patient participation. Gaps exist in how patients are able to provide feedback on care received. Strengthening staff training, transitioning to electronic health records, and institutionalizing patient feedback mechanisms are critical for improving transparency, accountability, and quality of care. These actions can promote and support patient-centered care.

Recommended Citation

Thompson C, Nevins D, Walters D, Chin-Bailey C, Thompson E, Thame M, James K. Partnering With Patients: Perspectives of Doctors, Nurses, and Managers Regarding Patient Participation and Feedback in Hospital Settings in Jamaica. Patient Experience Journal. ; 13(3):139-149. doi: 10.35680/2372-0247.2163.