ArticleThe British journal of general practice : the journal of the Royal College of General Practitioners2011
Experiencing patient-experience surveys: a qualitative study of the accounts of GPs.
Article in The British journal of general practice : the journal of the Royal College of General Practitioners, 2011. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 19 papers, 3 of them syntheses that pooled it.
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Who cites it
19 citing papers in PubMed, 3 syntheses or guidelines pooled it.
- Patient and public involvement in medical performance processes: A systematic review.Health expectations : an international journal of public participation in health care and health policy · 2019Pooled it
- The impact of patient feedback on the medical performance of qualified doctors: a systematic review.BMC medical education · 2018Pooled it
- Exploring the impact and use of patients' feedback about their care experiences in general practice settings-a realist synthesis.Family practice · 2018Pooled it
- Using Natural Language Processing to Explore Patient Perspectives on AI Avatars in Support Materials for Patients With Breast Cancer: Survey Study.Journal of medical Internet research · 2025Article
- Medical Students' General Beliefs and Specific Perceptions about Patient Feedback Before and after Training in a Clinical Context.Perspectives on medical education · 2024Article
- Feedback reports to the general practitioner (GP) on the patients' experiences: are GPs interested, and is this interest associated with GP factors and patient experience scores?Family practice · 2023Article
- Patients as Feedback Providers: Exploring Medical Students' Credibility Judgments.Perspectives on medical education · 2023Article
- Made to Measure: The Ethics of Routine Measurement for Healthcare Improvement.Health care analysis : HCA : journal of health philosophy and policy · 2021Article
- How to automatically turn patient experience free-text responses into actionable insights: a natural language programming (NLP) approach.BMC medical informatics and decision making · 2020Article
- Associations of Patient Experience in Primary Care With Hospitalizations and Emergency Department Visits on Isolated Islands: A Prospective Cohort Study.The Journal of rural health : official journal of the American Rural Health Association and the National Rural Health Care Association · 2019Article
- The patient experience of ambulatory cancer treatment: a descriptive study.Current oncology (Toronto, Ont.) · 2019Article
- Doctors' engagements with patient experience surveys in primary and secondary care: a qualitative study.Health expectations : an international journal of public participation in health care and health policy · 2017Article
- Understanding and Using Patient Experience Feedback to Improve Health Care Quality: Systematic Review and Framework Development.Journal of patient-centered research and reviews · 2017Review
- The use of patient experience survey data by out-of-hours primary care services: a qualitative interview study.BMJ quality & safety · 2016Article
- The role of patient experience surveys in quality assurance and improvement: a focus group study in English general practice.Health expectations : an international journal of public participation in health care and health policy · 2015Article
- Evaluating patient experience in a cystic fibrosis centre using a disease-specific patient satisfaction questionnaire.European journal of pediatrics · 2015Article
- Measuring patient experience: concepts and methods.The patient · 2014Article
- Challenges to the credibility of patient feedback in primary healthcare settings: a qualitative study.The British journal of general practice : the journal of the Royal College of General Practitioners · 2013Article
- Ask the Parent: Developing a Pediatric Feedback Form for Medical Learners.Journal of medical education and curricular developmentArticle
Corrections and comments
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Authors and funding
4 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundDespite policy and financial support for patient-experience surveys as feedback to modify clinical practice, their benefits and other effects remain unclear.
aimThis study aimed to examine the perspective of GPs who have engaged with such tools.
methodQualitative semi-structured interviews with 30 GPs across south Wales, UK. The transcripts were analysed using a constant comparative method.
resultsThe participants regarded patient feedback as highly important but felt that patient-experience surveys, as currently implemented, were hard to interpret. Reflecting on the doctor-patient interaction, participants perceived ambiguity about whether results were evaluating the individual or the GP practice, and whether they were directed towards the 'practitioner-as-person' or towards specific behaviours. A potential threat was posed in both interpretations, with the risk of damaging consequences for the practitioner and the nature of general practice. The tension between satisfying patients and performing good health care was a clearly voiced dilemma. Doctors did not feel confident in their ability to change in response to feedback, particularly outside a formal training environment.
conclusionPatient evaluation is seen as a key part of multisource feedback for practising doctors. Clarity is needed about the purpose of evaluation - whether for organisational or personal 'feedback', and whether formative or summative - and there is a need for attention to the process, with trained facilitators, to ensure that doctors gain from structured reflection, and can minimise the potential negative effects of evaluation.
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