ArticleHealth expectations : an international journal of public participation in health care and health policy2015
The role of patient experience surveys in quality assurance and improvement: a focus group study in English general practice.
Article in Health expectations : an international journal of public participation in health care and health policy, 2015. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 30 papers, 2 of them syntheses that pooled it.
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The trial behind it
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Who cites it
30 citing papers in PubMed, 2 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
- 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
- Inpatients' Experiences and Associated Factors at a Tertiary Hospital in Vietnam: A Cross-Sectional Study.Health science reports · 2026Article
- 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
- Russian-language translation and cultural adaptation of the Norwegian 'Patient Experience Questionnaire'.PEC innovation · 2023Article
- Using patient comments from a standardised experience survey to investigate their perceptions and prioritise improvement actions: a thematic and syntactic analysis.BMC health services research · 2023Article
- A multi-perspective exploration of the understanding of patient complaints and their potential for patient safety improvement in general practice.The European journal of general practice · 2021Article
- The risks and benefits of using social media to engage consumers in service design and quality improvement in Australian public hospitals: findings from an interview study of key stakeholders.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
- Using patient feedback to drive quality improvement in hospitals: a qualitative study.BMJ open · 2020Article
- Patient feedback for safety improvement in primary care: results from a feasibility study.BMJ open · 2020Article
- Improving the paediatric surgery patient experience: an 8-year analysis of narrative quality data.BMJ open quality · 2020Article
- Reflection in practice: How can patient experience feedback trigger staff reflection in hospital acute care settings?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
- Lessons learned from the development and implementation of a patient-reported outcome and experience measure (POEM) in an Australian glaucoma practice.BMC ophthalmology · 2019Article
- Article
- Directing Improvements in Primary Care Patient Experience through Analysis of Service Quality.Health services research · 2018Article
- The Evaluation of Physicians' Communication Skills From Multiple Perspectives.Annals of family medicine · 2018Article
Corrections and comments
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Authors and funding
6 authors.
Funding
Abstract
backgroundDespite 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.
objectiveTo explore the views of primary care practice staff regarding the utility of patient experience surveys.
designQualitative focus groups. SETTING AND
participantsStaff from 14 English general practices.
resultsWhilst 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. DISCUSSION: 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.
conclusionsFeedback 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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Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.