An evaluation of a pilot national online peer support service for kidney disease: feasibility, acceptability and perceived benefit

Purpose This study aims to evaluate the feasibility, acceptability, implementation processes and perceived benefits of a national online peer support pilot for people living with kidney disease. Design/methodology/approach A mixed-methods service evaluation examining feasibility, acceptability, implementation processes and perceived benefits was conducted, structured around the organisations six step service model. Data sources included document review and stakeholder consultation, focus groups with peer support volunteers (n = 8) and service users who had completed the programme (n = 9), interviews/consultation with key organisational personnel (n = 2) and referring healthcare professionals (n = 3). Qualitative data were synthesised thematically within the six steps framework and triangulated with descriptive survey results from service monitoring data, and satisfaction surveys (n = 8). Findings The service was perceived as acceptable and beneficial, with participants reporting perceived improvements in emotional wellbeing practical coping support, and high likelihood of recommending the service. Implementation strengths included a clear recruitment pathway, comprehensive training and reflective supervision and a structured referral–triage–matching process. Key implementation challenges related to optimising promotion and referral flow (beyond hospital settings), improving referral efficiency (e.g. electronic referral) and enhancing matching to service-user preferences to minimise mismatch. Quality assurance processes were in place, with recommendations to strengthen real-time feedback collection and routine outcome monitoring. Originality/value This study provides one of the first implementation-focused evaluations of a national, online kidney peer support model, offering a practical six steps-based blueprint and empirically grounded recommendations to support optimisation, scale-up and sustainability.