The use of patient experience survey data by out-of-hours primary care services: a qualitative interview study.

ABSTRACT:

Background

English National Quality Requirements mandate out-of-hours primary care services to routinely audit patient experience, but do not state how it should be done.

Objectives

We explored how providers collect patient feedback data and use it to inform service provision. We also explored staff views on the utility of out-of-hours questions from the English General Practice Patient Survey (GPPS).

Methods

A qualitative study was conducted with 31 staff (comprising service managers, general practitioners and administrators) from 11 out-of-hours primary care providers in England, UK. Staff responsible for patient experience audits within their service were sampled and data collected via face-to-face semistructured interviews.

Results

Although most providers r

SUBMITTER: Barry HE 

PROVIDER: S-EPMC5136714 | biostudies-literature | 2016 Nov

REPOSITORIES: biostudies-literature