RT Journal Article
SR Electronic
T1 Patient feedback in revalidation: an exploratory study using the consultation satisfaction questionnaire
JF British Journal of General Practice
JO Br J Gen Pract
FD British Journal of General Practice
SP e638
OP e644
DO 10.3399/bjgp11X601343
VO 61
IS 591
A1 Richard Baker
A1 Andrew Smith
A1 Carolyn Tarrant
A1 Robert K McKinley
A1 Nicholas Taub
YR 2011
UL http://bjgp.org/content/61/591/e638.abstract
AB Background Revalidation is the UK process forthe review of doctors to ensure they are fit to practise. Revalidation will include patient feedback.Aim To investigate the role of patient feedback on GPs' consultations in revalidation.Design and setting Cross-sectional survey of patients consulting 171 GPs.Method A total of 6433 patients aged 16 years or over completed the consultation satisfaction questionnaire (CSQ). Generalisability analysis was undertaken, scale scores calculated, and outliers identified using two and three standard deviations from the mean as control limits. Comments made by patients were categorised into positive, neutral, or negative.Results After averaging each scale for each doctor, mean scores (standard deviation), out of a possible score of 100, were: general satisfaction 78.1 (7.2); professional care 82.1 (6.1); relationship 71.2 (7.1); perceived time 65.7 (7.6). A D-study (which enables estimation of the reliability from 0-1 of the CSQ scores for different numbers of responders for each doctor), indicated that ratings by 19 patients would achieve a generalisability coefficient of 0.80 for the combined score. Fifteen GPs had one or more scale scores below two standard deviations of the mean. Comments were more often negative for GPs with scores below two standard deviations of the mean.Conclusion Most patients of most GPs are satisfied with their experience of consultations, and ways to make patient feedback formative for these doctors is required. For a few GPs, most patients report some dissatisfaction. Patient feedback may identify doctors who need educational support and possibly remediation, but agreed questionnaire score thresholds are required, and agreement is needed on the weight to be attached to patient experience in comparison with other aspects of performance.