Table 3.
Key touchpoints for service development.
| Themes | Priorities and implications for service development | AWARE‐IBD service changes (service changes and outputs) |
|---|---|---|
| Language accessibility | Recognise interaction of language and literacy, including in deaf patients. Improved access to translated documents; improved interpreter arrangements. | IBD Toolkit,a with translations and read‐aloud functions available and 'Easy Read' formats |
| Communication of information | Improved communication between the hospital and service users; improved access to safe spaces | IBD Education Programme in local community venues |
| Patient advocacy | Knowledge and awareness of a service user's rights and the process of raising a formal complaint as ways to support advocacy | IBD Toolkit co‐designed by people living with IBD that provides the knowledge, skills and confidence to self‐advocate |
| Staff attitudes and awareness | Awareness of cultural considerations | IBD consultation skills workshop series with the clinical team |
| Practical factors: Service accessibility, ease of use and safe spaces | Improving access to the IBD service; use of patient champions or service navigators; Choice of venue for service provision | Specialist IBD consultant and IBD specialist nurse clinics to improve access for priority patients and group together hospital appointments |
| Continuity of support in treatment planning | Providing patient‐centred care; awareness of cultural considerations | Personalised written care plan templateb |
| Mental health and stigma; access to safe spaces | Improved access to mental health support | Two education sessions were delivered by a trainee health psychologist (as part of the IBD Education Programme) focusing on Mental Health and IBD, including 'Anxiety and Worry' and 'Fatigue and Pacing' |