Patient Experience in Older Adults Ambulatory Care services in a large Irish teaching hospital

Abstract Background Ambulatory care pathways aim to reduce hospital overcrowding, provide multidisciplinary, speciality outpatient care, in a timely and cost-effective manner to older people with complex care needs. The delivery of care is centred on the needs of the patient; obtaining and implementing personalized feedback is essential to upholding the highest standards of care. Methods All Patients attending ambulatory care services, at a large teaching hospital in 2023–2024 were offered a 30-question survey covering demographics, hospital access, facility usage, and care delivery, with yes/no responses, 5-point Likert scale and free text comments. Results This cohort represents 3.5% of overall service users (n=642). Of the group in question, 55% were between 65 and 85, and 10% were over 85, a quarter were under 65. A quarter of people were seen within a month, a further 38% within four months of referral. 63% of respondents travelled by car, 31% took public transportation, 5% walked, and 1% rode a bike. 68% of older adults commuted by car (12% by taxi). Taxi use was due to inability to conveniently access onsite parking. Over three quarters were accompanied to their appointment. A delay was reported by 24% of respondents, two thirds cited a parking issue on campus, with almost 20% identifying a traffic issue. 4% found the distance from the car park to the department challenging. The majority of concerns related to campus traffic and delays getting parking onsite. When asked to rate communication, the environment, and multidisciplinary care delivery, 99%-100% responded positively. Conclusion Care delivery was positively represented in this sample. This patient feedback highlights the need for accessible parking in hospital infrastructure planning. Vulnerable older adults requiring supportive care should be protected from the cost implications of hospital attendance, costly taxi use is indicated in this group. There is a need for national action on this.