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

BMJ Quality and Safety

Volumn 25, Issue 11, 2016, Pages 851-859

  Barry, Heather E ^a   Campbell, John L ^a   Asprey, Anthea ^a   Richards, Suzanne H ^a  

^a UNIVERSITY OF EXETER MEDICAL SCHOOL   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

ADMINISTRATIVE PERSONNEL; BENCHMARKING; CASE REPORT; DOCTOR PATIENT RELATION; ENGLAND; GENERAL PRACTITIONER; HUMAN; MANAGER; PERCEPTION; QUALITATIVE RESEARCH; SEMI STRUCTURED INTERVIEW; VALIDITY; FEEDBACK SYSTEM; FEMALE; GENERAL PRACTICE; MALE; ORGANIZATION AND MANAGEMENT; OUT-OF-HOURS CARE; PATIENT SATISFACTION; QUESTIONNAIRE; STANDARDS; UNITED KINGDOM;

AFTER-HOURS CARE; FEEDBACK; FEMALE; GENERAL PRACTICE; HUMANS; MALE; PATIENT SATISFACTION; QUALITATIVE RESEARCH; SURVEYS AND QUESTIONNAIRES; UNITED KINGDOM;

EID: 84994704890     PISSN: 20445415     EISSN: None     Source Type: Journal    
DOI: 10.1136/bmjqs-2015-003963     Document Type: Article

References (48)

1. NHS England. Primary medical care functions delegated to clinical commissioning groups: guidance. Leeds: NHS England, 2014. http://www.england.nhs.uk/wp-content/uploads/2014/03/ pri-med-care-ccg-14.pdf (accessed 25 Sep 2014)
2. National Audit Office. Out-of-hours GP service in England. London: National Audit Office, 2014. http://www.nao.org.uk/ wp-content/uploads/2014/09/Out-of-hours-GP-services-in-England1.pdf (accessed 20 Sep 2014)
3. Huibers L, Giesen P, Wensing M, et al. Out-of-hours care in Western countries: assessment of different organizational models. BMC Health Serv Res 2009;9:105.
4. Leutgeb R, Walker N, Remmen R, et al. On a European collaboration to identify organizational models, potential shortcomings and improvement options in out-of-hours primary health care. Eur J Gen Pract 2014;20:233-7.
5. National Audit Office. The provision of out-of-hours care in England. London: National Audit Office, 2006. http://www. nao.org.uk/wp-content/uploads/2006/05/05061041.pdf (accessed 24 Sep 2014)
6. Cosford P, Thomas J. Safer out-of-hours primary care. BMJ 2010;341:25-7.
7. Egbunike J, Shaw C, Porter A, et al. Streamline triage and manage user expectations: lessons from a qualitative study of GP out-of-hours service. Br J Gen Pract 2010;60:e83-97.
8. Poole R, Gamper A, Porter A, et al. Exploring patients' self-reported experiences of out-of-hours primary care and their suggestions for improvement: a qualitative study. Fam Pract 2011;28:210-19.
9. O'Malley J. Out-of-hours and primary care: closer and closer apart. Br J Gen Pract 2012;62:176-7.
10. O'Cathain A, Knowles E, Turner J, et al. Acceptability of NHS 111 the telephone service for urgent health care: cross-sectional postal survey of users' views. Fam Pract 2014;31:193-200.
11. Huibers L, Philips H, Giesen P, et al. EurOOHnet - the European research network for out-of-hours primary health care. Eur J Gen Pract 2014;20:229-32.
12. NHS England. High quality care for all, now and for future generations: transforming urgent and emergency care services in England - Urgent and Emergency Care Review End of Phase 1 Report. Leeds: NHS England, 2013. http://www.nhs.uk/ NHSEngland/keogh-review/Documents/UECR.Ph1Report.FV. pdf (accessed 25 Sep 2014)
13. Care Quality Commission. Our new approach to the inspection of NHS GP out-of-hours services: findings from the first comprehensive inspections. Newcastle upon Tyne: Care Quality Commission, 2014. http://www.cqc.org.uk/sites/default/files/ 20140924-gp-out-of-hours-final.pdf (accessed 10 Oct 2014)
14. Department of Health. National quality requirements in the delivery of out-of-hours services. London: Department of Health, 2006. http://webarchive.nationalarchives.gov.uk/ 20130107105354/http://www.dh.gov.uk/prod-consum-dh/ groups/dh-digitalassets/documents/digitalasset/dh-073808.pdf (accessed 25 Sep 2014)
15. McKinley RK, Manku-Scott T, Hastings AM, et al. Reliability and validity of a new measure of patient satisfaction with out-of-hours primary medical care in the United Kingdom: development of a patient questionnaire. BMJ 1997;314:193-8.
16. Salisbury C, Burgess A, Lattimer V, et al. Developing a standard short questionnaire for the assessment of patient satisfaction with out-of-hours primary care. Fam Pract 2005;22:560-9.
17. Campbell JL, Dickens A, Richards SH, et al. Capturing users' experience of UK out-of-hours primary medical care: piloting and psychometric properties of the Out-of-hours Patient Questionnaire. Qual Saf Health Care 2007;16:462-8.
18. Garratt A, Danielsen K, Hunskaar S. Patient satisfaction questionnaires for primary care out-of-hours services: a systematic review. Br J Gen Pract 2007;57:741-7.
19. Scholle SH, Vuong O, Ding L, et al. Development of and field test results for the CAHPS PCMH survey. Med Care 2012;50: S2-10.
20. Australian Bureau of Statistics. Patient Experience Survey. http://www.abs.gov.au/AUSSTATS/abs@nsf/Lookup/4839. 0Main+Features12013-14?OpenDocument (accessed 11 Sept 2015)
21. Campbell J, Smith P, Nissen S, et al. The GP Patient Survey for use in primary care in the National Health Service in the UK - development and psychometric characteristics. BMC Fam Pract 2009;10:57.
22. Ipsos MORI Social Research Institute. GP Patient Survey - technical annex. 2013-2014 annual report. London: Ipsos MORI, 2014. http://gp-survey-production.s3.amazonaws.com/ archive/2014/July/1301375001-Technical%20Annex% 202013-2014-FINAL%20v1.pdf (accessed 26 May 2015)
23. Coulter A, Locock L, Ziebland S, et al. Collecting data on patient experience is not enough: they must be used to improve care. BMJ 2014;348:g2225.
24. Edwards A, Evans R, White P, et al. Experiencing patient-experience surveys: a qualitative study of the accounts of GPs. Br J Gen Pract 2011;61:157-66.
25. Mounce LTA, Barry HE, Calitri R, et al. Establishing the validity of English GP Patient Survey items evaluating out-ofhours care. BMJ Qual Saf 2016;25:842-50.
26. Gale NK, Heath G, Cameron E, et al. Using the framework method for the analysis of qualitative data in multi-disciplinary health research. BMC Med Res Methodol 2013;13:117.
27. Strauss A, Corbin J. Basics of qualitative research: techniques and procedures for developing grounded theory. 2nd edn. Newbury Park, CA: SAGE Publications, 1998.
28. Boyer L, Francois P, Doutre E, et al. Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital. Int J Qual Health Care 2006;18:359-64.
29. Riiskjaer E, Ammentorp J, Kofoed P. The value of open-ended questions in surveys of patient experience: number of comments and perceived usefulness from a hospital perspective. Int J Qual Health Care 2012;24:509-16.
30. YouGov. The Health Foundation, survey 3: the patient experience, 2005. http://www.health.org.uk (accessed 25 Sep 2014)
31. Boiko O, Campbell JL, Elmore N, et al. The role of patient experience surveys in quality assurance and improvement: a focus group study in English general practice. Health Expect. Published Online First: 4 November 2014. doi: 10.1111/ hex.12298
32. Jamtvedt G, Young JM, Kristoffersen DT, et al. Audit and feedback: effects on professional practice and health care outcomes. Cochrane Database Syst Rev 2003;3: CD000259.
33. Reinders ME, Ryan BL, Blankenstein AH, et al. The effect of patient feedback on physicians' consultation skills: a systematic review. Acad Med 2011;86:1426-36.
34. Nielsen JF, Riiskjaer E. From patient surveys to organizational change: rational change processes and institutional forces. J Change Manage 2013;13:179-205.
35. Reeves R, Seccombe I. Do patient surveys work? The influence of a national survey programme on local quality-improvement initiatives. Qual Saf Health Care 2008;17:437-41.
36. Luxford K, Safran DG, Delbanco T. Promoting patient-centered care: a qualitative study of facilitators and barriers in healthcare organizations with a reputation for improving the patient experience. Int J Qual Health Care 2011;23:510-15.
37. Davies EA, Meterko MM, Charns MP, et al. Factors affecting the use of patient survey data for quality improvement in the Veterans Health Administration. BMC Health Serv Res 2011;11:334.
38. Menary MP, BouldingW, Staelin R, et al. The patient experience and health outcomes. N Engl J Med 2013;368:201-3.
39. Primary Care Foundation. Benchmark of out-of-hours. An overview across the services, 2012. http://www. primarycarefoundation.co.uk/images/PrimaryCareFoundation/ Benchmark4reports/Benchmarkoverview.pdf (accessed 20 Sep 2014)
40. Asprey A, Campbell JL, Newbould J, et al. Challenges to the credibility of patient feedback in primary healthcare settings: a qualitative study. Br J Gen Pract 2013;63:e200-208.
41. Department of Health. The operating framework for the NHS in England 2012/13. London: Department of Health and NHS Finance, Performance and Operations, 2011. https://www.gov. uk/government/uploads/system/uploads/attachment-data/file/ 216590/dh-131428.pdf (accessed 14 Oct 2014)
42. National Institute for Health and Clinical Excellence. Quality standard for patient experience in adult NHS services, 2012. http://www.nice.org.uk/guidance/qs15/resources (accessed 14 Oct 2014)
43. Robert G, Cornwell J. Rethinking policy approaches to measuring and improving patient experience. J Health Serv Res Policy 2013;18:67-9.
44. Patwardhan A, Spencer CH. Are patient surveys valuable as a service-improvement tool in health services? An overview. J Healthc Leadersh 2012;4:33-46.
45. Coulter A, Fitzpatrick R, Cornwell J. The point of care. Measures of patients' experience in hospital: purpose, methods and uses. London: The King's Fund, 2009. https://www. kingsfund.org.uk/sites/files/kf/Point-of-Care-Measures-ofpatients-experience-in-hospital-Kings-Fund-July-2009.pdf (accessed 24 Aug 2015)
46. Russell S. Patients' experiences: top heavy with research. Melbourne: Research Matters, 2013. http://www.researchmatters. com.au/publications/PatientsExperiencesReview.pdf (accessed 11 Sep 2015)
47. Fitzpatrick R, Graham C, Gibbons E, et al. Development of new models for collection and use of patient experience information in the NHS - Final report. Oxford: Picker Institute Europe, 2014. http://www.pickereurope.org/wp-content/ uploads/2014/12/MOPE-final-report-091214.pdf (accessed 24 Aug 2015)
48. Davies E, Shaller D, Edgman-Levitan S, et al. Evaluating the use of a modified CAHPS survey to support improvements in patient-centred care: lessons from a quality improvement collaborative. Health Expect 2008;11:160-76.