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Feedback based on patient evaluations: a tool for quality improvement?

Michel Wensing1, Eric Vingerhoets, Richard Grol

  • 1Centre for Quality of Care Research, University Medical Centre St. Radboud, P.O. Box 9101, 6500 HB, Nijmegen, The Netherlands. m.wensing@hsv.kun.nl

Patient Education and Counseling
|October 24, 2003
PubMed
Summary

General practitioners showed motivation to improve care quality using patient feedback. However, they perceived patient feedback as less relevant and time-consuming, hindering its widespread adoption for quality improvement initiatives.

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Area of Science:

  • Health Services Research
  • Medical Education
  • Quality Improvement

Background:

  • Patient feedback is intended to drive healthcare quality improvement.
  • Understanding healthcare providers' responses to feedback is crucial for effective implementation.

Purpose of the Study:

  • To examine general practitioners' (GPs) responses to patient feedback in a randomized trial.
  • To identify barriers and facilitators to using patient feedback for quality improvement.

Main Methods:

  • A randomized trial involving general practitioners receiving patient feedback reports.
  • Intervention group GPs discussed feedback and reported potential improvement actions.
  • Communication behavior and views on feedback relevance were assessed.

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Main Results:

  • GPs were motivated to learn from patient views but reported no change in communication behavior.
  • Intervention GPs viewed patient feedback as less relevant and more time-consuming post-feedback.
  • GPs saw little immediate reason for change despite feedback identifying improvement areas.

Conclusions:

  • While patient feedback can highlight areas for improvement, its utility is limited by practitioner perceptions.
  • Barriers such as perceived relevance and time investment need to be addressed for effective use of patient feedback.
  • Strategies are needed to overcome resistance and integrate patient feedback into routine quality improvement processes.