The costs and benefits of asking patients for their opinions about general practice
The costs and benefits of asking patients for their opinions about general practice
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DOI：
10.1093/fampra/13.1.52
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发表时间：
1996-02-01
期刊：
影响因子：
2.2
通讯作者：
Soper, J
中科院分区：
文献类型：
--
作者：
Hearnshaw, H;Baker, R;Soper, J
背景病人的意见在评价医疗保健质量方面很重要。需要对调查的使用进行评价，以确定其成本效益和益处。确定在全科医疗中进行病人意见调查的成本，并了解病人意见调查在促进有利于病人护理的变化方面的有效性。向英格兰和威尔士的所有102个医疗审计咨询小组（MAAGs）和98个家庭健康服务机构（FHSAs）发送邮寄问卷，然后向302个据报进行了调查的一般做法发送邮寄问卷，按所用问卷类型进行抽样。MAAGs和FHSAs报告调查的一般做法的数量;使用的问卷类型;估计成本;所做的改变;和确定的好处进行了测量。85例（83%）MAAG和75例（77%）FHSA有应答。154个（96%）MAAG或FHSA报告了调查活动。使用的问卷类型为：1）由实践设计，2）由MAAG或FHSA设计，可能与实践合作，或3）标准“现成”。133家（44%）实践机构做出了回应。进行调查的总成本从零到超过2200磅不等。由实践设计的Ouestionnaires可能比其他设计更昂贵。有些做法由农业和农业咨询组或家庭保健和安全局免费提供调查。61%的实践表示已经实施了更改，另有22%的实践表示计划进行更改。最常见的变化是任命制度。确定了患者、工作人员、实践、MAAG或FHSA和NHS的益处。调查还带来了关系和理解方面的好处。只有8.2%的实践认为调查的成本超过了收益。许多诊所都在调查病人的意见。调查费用可能很高，但MAAG和FHSA可以提供专业知识和资源。使用任何类型的调查表进行的调查都有可能带来变化和明显的好处。大多数业务都认为调查的好处大于成本。
Background. Patient views are important in the evaluation of the quality of health care. The use of surveys needs to be evaluated to determine their cost-effectiveness and benefits.Objectives. To determine the costs of conducting patient opinion surveys in general practice and to find out how effective patient surveys are in stimulating changes which are beneficial for patient care.Method. Postal questionnaire to all 102 medical audit advisory groups (MAAGs) and 98 family health services authorities (FHSAs) in England and Wales, followed by postal questionnaire to 302 general practices reported to have conducted surveys, sampled by the type of questionnaire used. Numbers of MAAGs and FHSAs reporting surveys in general practice; types of questionnaire used; estimated costs; changes made; and benefits identified were measured.Results. Eighty-five(83%) MAAGs and 75(77%) FHSAs responded. One hundred and fifty-four (96%) of MAAGs or FHSAs reported survey activity. Types of questionnaire used were 1) designed by the practice, 2) designed by the MAAG or FHSA, possibly in collaboration with a practice, or 3) standard 'off-the-shelf'. One hundred and thirty-three (44%) practices responded. Total costs to a practice of conducting a survey ranged from nothing to over pound 2200. Ouestionnaires designed by the practice are likely to be more costly than other designs. Some practices had surveys provided free of charge by MAAG or FHSA. Sixty-one per cent of practices said changes had been implemented and a further 22% of practices said changes were planned. The most common change was to appointment systems. Benefits were identified for patients, staff, the practice, the MAAG or FHSA and the NHS. Surveys also brought benefits in relationships and understanding. Only 8.2% of practices felt the costs of surveys outweighed the benefits.Conclusions. Many practices are surveying patients' opinions. Surveys can be costly but MAAGs and FHSAs can provide expertise and resources. Surveys using any of the types of questionnaire are likely to lead to changes and identifiable benefits. Benefits of surveys are perceived by the majority of practices to outweigh the costs.