Case study 7

Title Parenteral Nutrition in the Home Setting
Category Healthcare research
Client Baxter Healthcare Australia
Research objective  To explore HPN patient perceptions and experiences at various stages of the pathway from hospital to the home and with the Baxter Healthcare home PN service.
Research approach The research involved 20 face-to-face qualitative interviews and 69 quantitative interviews with respondents located in six Australian states and New Zealand. The fieldwork was conducted between November 2015 and May 2016.
Key findings

In-hospital training: Most respondents (94%) received in-hospital training which ranged from less than a week to more than eight weeks. At the end of their training, most were very (45%) or somewhat confident (35%) in their ability to self manage HPN. Most were satisfied with their general HPN training (86%) and their infusion pump training (81%).

Transition from hospital to home: Perceptions about the ease of transition from the hospital to home varied, with over half of respondents (61%) saying it was very or somewhat easy, a fifth (19%) saying it was neither easy nor difficult and the balance (20%) saying it was difficult or very difficult. Most (75%) agreed their training helped them adjust quickly to managing PN at home and two-thirds (68%) agreed they received all the support they required in the first few weeks.

PN solutions: Most thought the timeliness of deliveries of PN solutions (91%), the condition of PN solutions when they arrive (93%) and the ease of use of PN bags (90%) were good or very good. Most were satisfied (45%) or very satisfied (54%) with PN solution products and service.

Overall satisfaction with Baxter: The majority of respondents (98%) were satisfied (41%) or very satisfied (57%) with Baxter Healthcare overall. No respondent was dissatisfied. Baxter achieved a Net Promoter Score of 62.4%, a very good rating.

Conclusions: Baxter Healthcare was generally said to perform well with higher satisfaction reported by most respondents. A minority reported problems, particularly with infusion pumps. We concluded there are opportunities for Baxter and Hospitals to improve training and support during transition to the home and opportunities for Baxter to refine and improve its home PN service. Suggestions are made in the body of the report.

Parenteral Nutrition in the Home Setting - Report