How to implement and use findings from patient experience surveys in Australian general practice: A qualitative expert consultation study

Objective: To identify barriers (patient, provider, practice, and system levels) to consider when implementing patient experience surveys in Australian general practice, and enablers of their systematic use to inform service improvement in clinical practice as well as the broader health system. Methods and Analysis An expert consultation and qualitative content analysis of cross-sectional, open-text survey data. Data was collected from key international and Australian experts in the areas of measurement and quality improvement in general practice. Results Participants discussed the importance of ensuring value and relevance of surveys to stakeholders. Lack of resources, IT infrastructure, capacity building, and sustained funding were identified as barriers to implementing surveys. Participants discussed the importance of clearly defining and communicating the purpose of surveys and agreed on the value of using patient experience to inform reflective, team-based learning at the practice level. Opinions differed on the use of patient experience data at the system-level, with some questioning its utility or fairness for external performance reporting. Others recommended the aggregation and reporting of this data under certain conditions, including for the purpose of triangulation with other quality and outcome data. The study identified an evidence gap in the assessment and interpretation of patient experience data at all levels, including the analysis and contextualisation of survey findings at the system level. Conclusion Patient experience surveys have potential for guiding practice level quality improvement but many barriers to their implementation remain. There is need for greater research and policy efforts to understand how this information can be used at the system level for improving Australian primary care.