Background and objectives: To improve the care for patients with chronic neurological conditions like Parkinson's disease, identifying the core needs of patients is crucial. In this article, we present the Voice of the Customer approach (originally developed in the field of industry to probe the clients' needs), a novel methodology to identify these needs.
Methods: A group of 12 discussants carried out in depth interviews to patients (n = 20), relatives (n = 12) and healthcare professionals (n = 11). The interviewers combined the most informative quotations into a comprehensive video, which was used as feedback to the interviewees. The interviewees then identified the most important needs in a consensus meeting.
Results and conclusions: The approach revealed that patients were more concerned about the impact of Parkinson's disease on their daily lives than about the bio-medical aspects of the disease. Their top unmet needs were: (1) more self management; (2) better interdisciplinary collaboration between different healthcare professionals; (3) more time to discuss the future and possible scenarios; and (4) a healthcare professional acting as a single point of access, acting as personal case manager, either to solve problems directly or to direct patients to the professional best equipped to address the problem at hand. These results can now be used to further optimize the care for patients with Parkinson's disease.
Keywords: Parkinson’s disease; Patient satisfaction; qualitative research; quality of health care.