Usability of patient experience surveys in Australian primary health care: a scoping review*
Karen Gardner A , Anne Parkinson A D , Michelle Banfield C , Ginny M. Sargent B , Jane Desborough A and Kanupriya Kalia Hehir AA Australian Primary Health Care Research Institute, 63 Eggleston Road, The Australian National University, Acton, ACT 2601, Australia.
B National Centre for Epidemiology and Population Health, Research School of Population Health, 62 Eggleston Road, The Australian National University, Acton, ACT 2601, Australia.
C National Institute for Mental Health Research, 63 Eggleston Road, The Australian National University, Acton, ACT 2601, Australia.
D Corresponding author. Email: Anne.Parkinson@anu.edu.au
Australian Journal of Primary Health 22(2) 93-99 https://doi.org/10.1071/PY14179
Submitted: 18 December 2014 Accepted: 20 June 2015 Published: 2 September 2015
Abstract
Monitoring patient experience is essential for stimulating innovation in health care and improving quality and accountability. Internationally, standardised approaches are used to collect patient experience information, but in Australian primary health care (PHC), little is known about which patient experience surveys are used and which aspects of experience they measure. This prevents routine inclusion of patient experience data in quality improvement or system performance measurement. A scoping review was undertaken to identify relevant surveys. Data on survey availability, psychometric properties, target population, method and frequency of administration were extracted. Survey items were mapped against six dimensions of patient experience described internationally. Ninety-five surveys were identified; 34 were developed for use in Australia. Surveys vary in content, size, aspects of experience measured and methods of administration. The quality of data collected and the extent to which it is used in quality improvement is unclear. Collection of patient experience data in Australian PHC is not well developed or standardised and there are few publicly available instruments. There is a need to clearly identify the purposes for which data are to be used and to develop an integrated approach that articulates these collections with other quality and performance data. Some options are discussed.
Additional keywords: accreditation, health services performance measurement, quality improvement.
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