The Patient Experience Tool surveys patients about their experiences and interactions with a family practice, including topics such as wait times, office hours, and coordination of care.
The patient voice can contribute to a family practice’s work to adopt attributes of a patient medical home and to determine readiness to participate in a primary care network.
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Doctors can use the data to inform quality improvement activities in practice. Practices can opt to share aggregated data with their local division.
Clinics can send the survey to patients electronically (email or SMS), or have patients complete it on the PSP-issued tablets. Tablets typically rotate between participating clinics every six to eight months but can be available for longer periods for practices who choose to continuously survey their patients.
Practice team members can access responses in real-time using an easy-to-use, web-based dashboard. Patients’ responses are anonymous, and will only be made accessible when a minimum of five responses per question are received. The secure platform automatically anonymizes and randomizes the responses upon receipt before the data is reported in the dashboard.
Survey questions
The survey includes six provincial questions, and practices can add up to an additional 14 from a bank of questions, which is organized by categories such as: access to care, interactions with health team, coordination of care, patient self-management, and social determinates of health.
Practices can suggest new questions for PSP to add to the question bank. All questions are reviewed, as needed, by a working group comprised of family physicians, survey design experts and patients.
Data privacy and sharing
All collected data is managed by Crede Technologies, protected by hardware and software firewalls on a server located in a Canadian-based data center.
PSP RST members will have access to a clinic’s data to review and help with identifying quality improvement activities in practices.
Practices may choose to share aggregated data with their local division of family practice to support community service planning, including primary care network implementation activities.
The GPSC will receive aggregated provincial-level reports; Individual clinic or division-level data will not be reported.