Online patient feedback as a measure of quality in primary care: a multimethod study using correlation and qualitative analysis.
Anne-Marie R BoylanAmadea TurkMichelle Helena Van VelthovenJohn PowellPublished in: BMJ open (2020)
This multimethod study demonstrates that online feedback found on NHS Choices is significantly correlated with established measures of quality in primary care. This suggests it has a potential use in understanding patient experience and satisfaction, and a potential use in quality improvement and patient safety. The qualitative analysis shows that this form of feedback contains helpful information about patients' experiences of general practice that provide insight into issues of quality and patient safety relevant to primary care. Health providers should offer patients multiple ways of offering feedback, including online, and should have systems in place to respond to and act on this feedback.
Keyphrases
- patient safety
- quality improvement
- primary care
- general practice
- end stage renal disease
- health information
- ejection fraction
- newly diagnosed
- chronic kidney disease
- systematic review
- healthcare
- prognostic factors
- peritoneal dialysis
- mental health
- risk assessment
- human health
- patient reported outcomes
- patient reported