The role of patient experience surveys in quality assurance and improvement: a focus group study in English general practice.
The role of patient experience surveys in quality assurance and improvement: a focus group study in English general practice.
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DOI：
10.1111/hex.12298
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发表时间：
2015-12
期刊：
影响因子：
--
通讯作者：
Burt J
中科院分区：
文献类型：
--
作者：
Boiko O;Campbell JL;Elmore N;Davey AF;Roland M;Burt J
尽管在国际卫生保健系统中广泛采用患者反馈调查，包括英国NHS，但调查对服务改善的明显影响的证据很少。探讨基层医疗实践工作人员对患者经验调查效用的看法。定性焦点小组。来自14个英国全科诊所的工作人员。虽然参与者参与了患者体验调查的反馈，但他们经常质疑其有效性和可靠性。与会者认为，调查有一些有用的功能：对病人来说，作为一个潜在的治疗方法，让他们的声音被听到;对实践工作人员来说，作为一种确定改进领域的方式;和全科医生，作为专业发展和评估的证据来源。调查反馈激发的潜在变化领域包括重新设计一线服务，管理患者期望和管理全科医生的表现。尽管如此，实践工作人员仍在努力根据调查反馈确定和采取行动。虽然调查可用于认可现有的高质量服务提供，但它们在告知服务提供变化方面的使用对实践工作人员更具挑战性。利用效用指数框架，我们确定了有关的可靠性和有效性，成本和可行性的可接受性和教育的影响，这联合收割机限制病人的调查反馈的效用的关注。患者体验调查的反馈具有很大的潜力。然而，如果不具体和重新关注如何将反馈转化为行动，这一潜力将无法完全实现。
Despite widespread adoption of patient feedback surveys in international health‐care systems, including the English NHS, evidence of a demonstrable impact of surveys on service improvement is sparse. To explore the views of primary care practice staff regarding the utility of patient experience surveys. Qualitative focus groups. Staff from 14 English general practices. Whilst participants engaged with feedback from patient experience surveys, they routinely questioned its validity and reliability. Participants identified surveys as having a number of useful functions: for patients, as a potentially therapeutic way of getting their voice heard; for practice staff, as a way of identifying areas of improvement; and for GPs, as a source of evidence for professional development and appraisal. Areas of potential change stimulated by survey feedback included redesigning front‐line services, managing patient expectations and managing the performance of GPs. Despite this, practice staff struggled to identify and action changes based on survey feedback alone. Whilst surveys may be used to endorse existing high‐quality service delivery, their use in informing changes in service delivery is more challenging for practice staff. Drawing on the Utility Index framework, we identified concerns relating to reliability and validity, cost and feasibility acceptability and educational impact, which combine to limit the utility of patient survey feedback. Feedback from patient experience surveys has great potential. However, without a specific and renewed focus on how to translate feedback into action, this potential will remain incompletely realized.
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