The impact of patient survey feedback in general practice: the influence of practice size
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In two successive years, 2,012 practices surveyed over 400,000 patients per year in the UK using the Improving Practice Questionnaire (IPQ). In the second survey, of the 27 questionnaire items, a statistically significant improvement was seen in scores for 12 items, while scores were maintained for 13 items and significantly decreased for only two items, namely satisfaction with opening hours and contacting the practice by telephone. Scores for perceived practitioner capability were maintained regardless of practice size, showing a continued high level of satisfaction of over 80 per cent in this area. These scores could still be improved, particularly for considering the patient as a person and taking into account their personal situation in deciding possible treatments. Scores for the capacity of the practice to deliver a high-quality service with regard to supporting services and access were inversely correlated with practice size. Improvement in these scores indicated that listening to patients through the IPQ on more than one occasion can enable practices to significantly improve patient services, but larger practices need to work harder at it. Waiting time in the practice was the lowest scoring item but the efficiency of telephone systems was also poorly rated. There needs to be greater opportunity for patients to speak to practitioners on the phone and also to see the practitioner of their choice, particularly in large practices.
Journal of Management & Marketing in Healthcare
© 2008 Maney Publishing. The attached file is reproduced here in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.