Cargando…
Exploring the impact and use of patients’ feedback about their care experiences in general practice settings—a realist synthesis
BACKGROUND: Policy encourages health care providers to listen and respond to feedback from patients, expecting that it will enhance care experiences. Enhancement of patients’ experiences may not yet be a reality, particularly in primary health care settings. OBJECTIVE: To identify the issues that in...
Autores principales: | , , , |
---|---|
Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Oxford University Press
2017
|
Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6191909/ https://www.ncbi.nlm.nih.gov/pubmed/28985368 http://dx.doi.org/10.1093/fampra/cmx067 |
_version_ | 1783363805027237888 |
---|---|
author | Baldie, Deborah J Guthrie, Bruce Entwistle, Vikki Kroll, Thilo |
author_facet | Baldie, Deborah J Guthrie, Bruce Entwistle, Vikki Kroll, Thilo |
author_sort | Baldie, Deborah J |
collection | PubMed |
description | BACKGROUND: Policy encourages health care providers to listen and respond to feedback from patients, expecting that it will enhance care experiences. Enhancement of patients’ experiences may not yet be a reality, particularly in primary health care settings. OBJECTIVE: To identify the issues that influence the use and impact of feedback in this context. DESIGN AND SETTING: A realist synthesis of studies of the use of patient feedback within primary health care settings. METHODS: Structured review of published studies between 1971 and January 2015. RESULTS: Eighteen studies were reported in 20 papers. Eleven studies reported patient survey scores as a primary outcome. There is little evidence that formal patient feedback led to enhanced experiences. The likelihood of patient feedback to health care staff stimulating improvements in future patients’ experiences appears to be influenced predominantly by staff perceptions of the purpose of such feedback; the validity and type of data that is collected; and where, when and how it is presented to primary health care teams or practitioners and teams’ capacity to change. CONCLUSIONS: There is limited research into how patient feedback has been used in primary health care practices or its usefulness as a stimulant to improve health care experience. Using a realist synthesis approach, we have identified a number of contextual and intervention-related factors that appear to influence the likelihood that practitioners will listen to, act on and achieve improvements in patient experience. Consideration of these may support research and improvement work in this area. |
format | Online Article Text |
id | pubmed-6191909 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2017 |
publisher | Oxford University Press |
record_format | MEDLINE/PubMed |
spelling | pubmed-61919092018-10-23 Exploring the impact and use of patients’ feedback about their care experiences in general practice settings—a realist synthesis Baldie, Deborah J Guthrie, Bruce Entwistle, Vikki Kroll, Thilo Fam Pract Systematic Reviews BACKGROUND: Policy encourages health care providers to listen and respond to feedback from patients, expecting that it will enhance care experiences. Enhancement of patients’ experiences may not yet be a reality, particularly in primary health care settings. OBJECTIVE: To identify the issues that influence the use and impact of feedback in this context. DESIGN AND SETTING: A realist synthesis of studies of the use of patient feedback within primary health care settings. METHODS: Structured review of published studies between 1971 and January 2015. RESULTS: Eighteen studies were reported in 20 papers. Eleven studies reported patient survey scores as a primary outcome. There is little evidence that formal patient feedback led to enhanced experiences. The likelihood of patient feedback to health care staff stimulating improvements in future patients’ experiences appears to be influenced predominantly by staff perceptions of the purpose of such feedback; the validity and type of data that is collected; and where, when and how it is presented to primary health care teams or practitioners and teams’ capacity to change. CONCLUSIONS: There is limited research into how patient feedback has been used in primary health care practices or its usefulness as a stimulant to improve health care experience. Using a realist synthesis approach, we have identified a number of contextual and intervention-related factors that appear to influence the likelihood that practitioners will listen to, act on and achieve improvements in patient experience. Consideration of these may support research and improvement work in this area. Oxford University Press 2017-08-03 /pmc/articles/PMC6191909/ /pubmed/28985368 http://dx.doi.org/10.1093/fampra/cmx067 Text en © The Author(s) 2017. Published by Oxford University Press. http://creativecommons.org/licenses/by-nc/4.0/ This is an Open Access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is properly cited. For commercial re-use, please contact journals.permissions@oup.com |
spellingShingle | Systematic Reviews Baldie, Deborah J Guthrie, Bruce Entwistle, Vikki Kroll, Thilo Exploring the impact and use of patients’ feedback about their care experiences in general practice settings—a realist synthesis |
title | Exploring the impact and use of patients’ feedback about their care experiences in general practice settings—a realist synthesis |
title_full | Exploring the impact and use of patients’ feedback about their care experiences in general practice settings—a realist synthesis |
title_fullStr | Exploring the impact and use of patients’ feedback about their care experiences in general practice settings—a realist synthesis |
title_full_unstemmed | Exploring the impact and use of patients’ feedback about their care experiences in general practice settings—a realist synthesis |
title_short | Exploring the impact and use of patients’ feedback about their care experiences in general practice settings—a realist synthesis |
title_sort | exploring the impact and use of patients’ feedback about their care experiences in general practice settings—a realist synthesis |
topic | Systematic Reviews |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6191909/ https://www.ncbi.nlm.nih.gov/pubmed/28985368 http://dx.doi.org/10.1093/fampra/cmx067 |
work_keys_str_mv | AT baldiedeborahj exploringtheimpactanduseofpatientsfeedbackabouttheircareexperiencesingeneralpracticesettingsarealistsynthesis AT guthriebruce exploringtheimpactanduseofpatientsfeedbackabouttheircareexperiencesingeneralpracticesettingsarealistsynthesis AT entwistlevikki exploringtheimpactanduseofpatientsfeedbackabouttheircareexperiencesingeneralpracticesettingsarealistsynthesis AT krollthilo exploringtheimpactanduseofpatientsfeedbackabouttheircareexperiencesingeneralpracticesettingsarealistsynthesis |