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dc.contributor.authorBoiko, Olgaen
dc.contributor.authorCampbell, John Len
dc.contributor.authorElmore, Natashaen
dc.contributor.authorDavey, Antoinette Fen
dc.contributor.authorRoland, Martinen
dc.contributor.authorBurt, Jennien
dc.date.accessioned2014-11-20T12:12:03Z
dc.date.available2014-11-20T12:12:03Z
dc.date.issued2014-11-04en
dc.identifier.citationHealth Expectations 2014, 18(6): 1982-1994. doi:10.1111/hex.12298en
dc.identifier.issn1369-6513
dc.identifier.urihttps://www.repository.cam.ac.uk/handle/1810/246427
dc.description.abstractBACKGROUND: 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. OBJECTIVE: To explore the views of primary care practice staff regarding the utility of patient experience surveys. DESIGN: Qualitative focus groups. SETTING AND PARTICIPANTS: Staff from 14 English general practices. RESULTS: 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. 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. CONCLUSIONS: 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.
dc.description.sponsorshipThis work was funded by the National Institute for Health Research Programme Grants for Applied Research (NIHR PGfAR) Programme (RP-PG-0608-10050).
dc.languageEnglishen
dc.language.isoenen
dc.publisherWiley
dc.rightsAttribution-NonCommercial-NoDerivs 2.0 UK: England & Wales*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/2.0/uk/*
dc.subjectpatient experienceen
dc.subjectprimary careen
dc.subjectqualitative researchen
dc.subjectquality improvementen
dc.titleThe role of patient experience surveys in quality assurance and improvement: a focus group study in English general practice.en
dc.typeArticle
dc.description.versionThis is the final version of the article. It was first available from Wiley via http://dx.doi.org/10.1111/hex.12298en
prism.endingPage1994
prism.publicationDate2014en
prism.publicationNameHealth Expectationsen
prism.startingPage1982
prism.volume18en
dc.rioxxterms.funderNIHR
dc.rioxxterms.projectidRP-PG-0608-10050
dcterms.dateAccepted2014-10-07en
rioxxterms.versionofrecord10.1111/hex.12298en
rioxxterms.licenseref.urihttp://www.rioxx.net/licenses/all-rights-reserveden
rioxxterms.licenseref.startdate2014-11-04en
dc.contributor.orcidRoland, Martin [0000-0002-8533-3060]
dc.contributor.orcidBurt, Jenni [0000-0002-0037-274X]
dc.identifier.eissn1369-7625
rioxxterms.typeJournal Article/Reviewen


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Attribution-NonCommercial-NoDerivs 2.0 UK: England & Wales
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