What is your reaction to the possibility of a patient survey focused on communication specifically?
Communication viewed as important Concerns about patient burden, overlap or redundancy with existing surveys, timing, and modality Feedback perceived as valuable, especially if perceptions of patients differ from perceptions of providers Discrepancies may be areas for improvement
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Would providers and leaders find this type of feedback useful?
Care is needed in how negative feedback is shared with providers an teams Results need to be actionable and provided in a concise manner Focus on quality improvement or educational experience and not pay for performance Availability of comparative and benchmark data is important
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What level of aggregation would you want to see?
Aggregated patient responses (rather than individual patient-level responses) preferred to protect the patient-physician relationship Personalized data to be given to providers with deidentified, aggregated comparative data on peers in their clinic and in the region, or against established benchmarks
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Would you act on the basis of results such as these?
Action would be possible but may not be immediate Results could be useful for teaching Evidence of validity of results important to some as practice changes may be resource intensive Evidence that a proposed system had been validated and could lead to actual improvements in care would be useful
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Would you, or others in your organization, be able to respond in a timely manner if a patient reported a problem?
All organizations report existing systems to address patient concerns and/or complaints Patient feedback system may differ from a patient complaint system, as complaint system is for more serious matters such as medical malpractice
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How would such a system fit with organizational goals?
Could easily be applied to other chronic diseases aside from cancer Must add value to the current patient satisfaction system currently in use by each health care system Existing survey is staff oriented, not system oriented; including system would help to identify gaps Cost would influence decision making about implementation of reporting system
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