Collecting data on patient experience is not enough

摘要

As well as participating in national surveys, many health and social care organisations conduct local surveys using postal, telephone, face-to-face, or online methods. Meanwhile, the General Medical Council requires all doctors to gather patient feedback on their performance as part of the appraisal and revalidation process, and standardised questionnaires have been made available for the purpose.Qualitative (non-statistical) methods are also widely used by provider organisations. These include in-depth interviews, video interviews (for example, www.healthalkonline.org and www.patientvoices.org.uk), focus groups, patient forums, patient diaries, mystery shopping (participant observation), complaints and compliments, comment cards and suggestion boxes, informal feedback, and free text web based feedback (for example, www.patientopinion.org.uk, www. iwantgreatcare.org, www.nhs.uk).