ArticleThe British journal of general practice : the journal of the Royal College of General Practitioners2013
Challenges to the credibility of patient feedback in primary healthcare settings: a qualitative study.
Article in The British journal of general practice : the journal of the Royal College of General Practitioners, 2013. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 41 papers, 4 of them syntheses that pooled it.
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Who cites it
41 citing papers in PubMed, 4 syntheses or guidelines pooled it.
- Health system responsiveness: a systematic evidence mapping review of the global literature.International journal for equity in health · 2021Pooled it
- What Do Patients Complain About Online: A Systematic Review and Taxonomy Framework Based on Patient Centeredness.Journal of medical Internet research · 2019Pooled 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
- Exploring the impact and use of patients' feedback about their care experiences in general practice settings-a realist synthesis.Family practice · 2018Pooled it
- Patients' use and views of real-time feedback technology in general practice.Health expectations : an international journal of public participation in health care and health policy · 2017Trial
- Development and validation of the Primary Care Organizations Organizational Health Literacy Scales (PCO-OHL Scales): a dual perspective from clients and healthcare providers.BMC health services research · 2026Article
- Identifying Patients' Preference During Their Hospital Experience. A Sentiment and Topic Analysis of Patient-Experience Comments via Natural Language Techniques.Patient preference and adherence · 2025Article
- How do Patients and Managers Value Gold Standard Elements in Primary Health Care.Journal of patient experience · 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
- Exploring patient experiences of cancer care in Northern Ireland: A thematic analysis of free-text responses to the 2018 Northern Ireland Patient Experience Survey (NICPES).BMC health services research · 2021Article
- What does the patient have to say? Valuing the patient experience to improve the patient journey.BMC health services research · 2021Article
- Made to Measure: The Ethics of Routine Measurement for Healthcare Improvement.Health care analysis : HCA : journal of health philosophy and policy · 2021Article
- Effect of Real-Time Feedback Devices on Primary Care Patient Experience Scores: A Cluster-Randomized Trial.Journal of patient experience · 2021Article
- Translational health technology and system schemes: enhancing the dynamics of health informatics.Health information science and systems · 2020Article
- Patient feedback for safety improvement in primary care: results from a feasibility study.BMJ open · 2020Article
- Perceptions of people with respiratory problems on physician performance evaluation-A qualitative study.Health expectations : an international journal of public participation in health care and health policy · 2020Article
- How to implement patient experience surveys and use their findings for service improvement: a qualitative expert consultation study in Australian general practice.Integrated healthcare journal · 2020Article
- Patients' perspective on how to improve the care of people with chronic conditions in France: a citizen science study within the ComPaRe e-cohort.BMJ quality & safety · 2019Article
- Online patient feedback: a cross-sectional survey of the attitudes and experiences of United Kingdom health care professionals.Journal of health services research & policy · 2019Article
- Care pathway and organisational features driving patient experience: statistical analysis of large NHS datasets.BMJ open · 2018Article
Corrections and comments
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Authors and funding
7 authors.
Funding
Abstract
backgroundThe UK government has encouraged NHS services to obtain patient feedback to support the further development of patient-centred care. In 2009, the English GP Patient Survey included a sample of 5.5 million, but little is known about its potential utility in informing developments aimed at improving the quality of patients' experiences of primary care.
aimTo investigate primary care providers' response to feedback on patient experience from a national survey. DESIGN AND
settingQualitative interview study in 10 general practices from four primary care trusts in England.
methodSemi-structured interviews were conducted with GPs, practice nurses, and practice managers (n = 37). Transcripts were analysed thematically.
resultsAlthough some participants reported making changes to their practice in response to the survey data, many expressed doubts about the credibility of the results. Key issues included: concerns about practical aspects of the survey, such as the response rate and representativeness of the sample; the view that it gave insufficient detail to facilitate change and failed to address some salient issues; and unease about the influence of political influences underpinning its introduction and use.
conclusionAlthough, in general, primary care professionals have positive attitudes towards patient feedback, this study suggests a mismatch between the conventional demonstration of the objectivity of a questionnaire survey and the attitudes and experiences of those receiving the data. This is likely to prevent doctors from engaging constructively with the survey. These concerns may well militate against the potential of the survey to act as a simple means of capturing, and effectively using, feedback from patients.
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