Towards a Novel Patient Experience Survey System: Incorporating Physician Perspectives into Performance Feedback...

Area of Science:

• Health Informatics
• Patient Experience Research
• Clinical Performance Improvement

Background:

• Academic health systems require effective tools for monitoring patient experience.
• Existing performance dashboards may not fully align with physician needs.
• Novel patient experience survey systems offer opportunities for enhanced feedback.

Purpose of the Study:

• To integrate physician insights into the design of a performance dashboard.
• To develop a dashboard informed by the Clinical Performance Feedback Intervention Theory.
• To improve the utility and adoption of patient experience data among clinicians.

Main Methods:

• A multidisciplinary team collaborated on dashboard development.
• Semistructured qualitative interviews were conducted with 20 frontline physicians (9 neurologists, 6 primary care physicians).
• Inductive-deductive thematic analysis was used to interpret interview data.

Main Results:

• Physician preferences for dashboard design, content, and administration were identified.
• Key themes included survey credibility, preference for qualitative data, and incentive structures.
• Dashboard redesign prioritized intuitive overviews and qualitative patient comments over quantitative benchmarks.

Conclusions:

• Physician-centered design is crucial for effective performance dashboards.
• Prioritizing qualitative patient feedback enhances clinical relevance.
• This approach contrasts with national trends focusing on quantitative benchmarks.