Capturing patient experience: a qualitative study of implementing real-time feedback in primary care

被引:21
作者
Carter, Mary [1 ]
Davey, Antoinette [2 ]
Wright, Christine [3 ]
Elmore, Natasha [4 ]
Newbould, Jenny [5 ]
Roland, Martin [5 ]
Campbell, John [3 ]
Burt, Jenni [6 ]
机构
[1] Univ Exeter, Sch Med, Dept Primary Care, Smeall Bldg,St Lukes Campus, Exeter EX1 2LU, Devon, England
[2] Univ Exeter, Sch Med, Pnmary Care Res Grp, Exeter, Devon, England
[3] Univ Exeter, Sch Med, Gen Practice & Primary Care, Exeter, Devon, England
[4] Univ Cambridge, Sch Clin Med, Cambridge CB2 1TN, England
[5] Univ Cambridge, Primary Care Unit, Hlth Serv Res, Cambridge, England
[6] Cambridge Ctr Hlth Serv Res, Cambridge, England
基金
美国国家卫生研究院;
关键词
general practice; patient experience; qualitative research; survey; IMPROVEMENT; PRIORITIES;
D O I
10.3399/bjgp16X687085
中图分类号
R1 [预防医学、卫生学];
学科分类号
1004 ; 120402 ;
摘要
Background In recent years, hospitals have made use of new technologies, such as real-time feedback, to collect patient experience information. This approach is currently rarely used in primary care settings, but may provide practices with a useful tool that enables them to take prompt, focused action to improve their services. Aim To identify the factors inhibiting and enabling the implementation of real-time feedback in general practices. Design and setting Qualitative study embedded within an exploratory trial (July 2014 to February 2015) of a real-time feedback intervention targeting patient experience in general practices in south-west England and Cambridgeshire. Method Semi-structured interviews (n = 22) and focus groups (n = 4, total of 28 attendees) with practice staff were audiorecorded, transcribed, and analysed thematically, using a framework based on constructs from normalisation process theory. Results Staff engagement with real-time feedback varied considerably, and staff made sense of real-time feedback by comparing it with more familiar feedback modalities. Effective within-team communication was associated with positive attitudes towards real-time feedback. Timing of requests for feedback was important in relation to patient engagement. Real-time feedback may offer potential as a means of informing practice development, perhaps as a component of a wider programme of capturing and responding to patients' comments. Conclusion Successful implementation of real-time feedback requires effective communication across the practice team to engender thorough engagement. Feedback processes should be carefully introduced to fit with existing patient and practice routines. Future studies should consider making real-time feedback content relevant to specific practice needs, and support participation by all patient groups.
引用
收藏
页码:E786 / E793
页数:8
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