The use of patient experience survey data by out-of-hours primary care services: a qualitative interview study.
Heather E BarryJohn L CampbellAnthea AspreySuzanne H RichardsPublished in: BMJ quality & safety (2015)
The lack of clarity around how out-of-hours providers should audit patient experience hinders the utility of the National Quality Requirements. Although surveys were common, patient feedback data had only a limited role in service change. Data derived from the GPPS may be used to benchmark service providers, but refinement of the out-of-hours items is needed.