3. LOCATION OF THE ASPECTS OF CARE WITHIN THE IPA QUADRANTS o Concentrate here quadrant The patient knows how to get evening, night and weekend services Ease of getting an appointment After the visit feels that s/he can cope better with his/her health problem/illness Doctor involves patients in making decisions about treatment Doctor knows important information about the patient’s background Doctor asks patients about other possible problems besides the one s/he came for Doctor takes sufficient time/doesn’t make the patient feel under pressure o Maintain performance quadrant Doctor has the patient’s medical records at hand Doctor listens carefully to patients Doctor is polite Reception staff are polite and helpful o Possible overkill quadrant Extensive opening hours Proximity of the practice to the patient’s house Short waiting time when contacting the practice o Low priority quadrant Doctor knows about the patient’s living situation PARTICIPANTS: o 174 of 1473 practices (12%) participated. o Returned questionnaires: o 1296 of 1556 (82.2%) patient experience questionnaires. o 155 of 174 (89.1%) patient values questionnaires. 1. WHAT DO PATIENTS VALUE (IDEAL EXPECTATIONS)? o Most valued items (in rank order): Ease of getting an appointment Doctor knows important information about the patient’s background Doctor has the patient’s medical records at hand Doctor listens carefully to patients Doctor takes sufficient time/doesn’t make the patient feel under pressure Doctor involves patients in making treatment decisions Doctor is polite After the visit the patient feels s/he can cope better with his/her health problem/illness The patient knows how to get evening, night and weekend services Reception staff are polite and helpful o Least valued items (in rank order): Doctor knows about the patient’s living situation Doctor asks patients about other possible problems besides the one s/he came for Short waiting time when contacting the practice Extensive opening hours Proximity of the practice to the patient’s house 2. WHAT EXPERIENCE DO PATIENTS REPORT? o Most positive experiences (in rank order): Doctor is polite Doctor listens carefully to patients Doctor has the patient’s medical records at hand Proximity of the practice to the patient’s house Reception staff are polite and helpful Doctor takes sufficient time/doesn’t make the patient feel under pressure Doctor knows important information about the patient’s background Short waiting time when contacting the practice Doctor involves patients in making treatment decisions Extensive opening hours o Least positive experiences (in rank order): Doctor knows about the patient’s living situation Doctor asks patients about other possible problems besides the one s/he came for The patient knows how to get evening, night and weekend services After the visit the patient feels s/he can cope better with his/her health problem/illness Ease of getting an appointment Comparing what patients value and what they experience in English general practice: a cross-sectional survey Sirdifield, C.,Godoy Caballero, A., Siriwardena, A.N., Windle, K., Jackson, C., McKay, S., Schäfer, W. 2 1 University of Lincoln 2 NIVEL REFERENCES: 1. Delnoij DM. Measuring patient experiences in Europe: what can we learn from the experiences in the USA and England? Eur J Public Health. 2009;19(4): Schäfer WL, Boerma WG, Kringos DS, De Maeseneer J, Gress S, Heinemann S, et al. QUALICOPC, a multi- country study evaluating quality, costs and equity in primary care. BMC family practice. 2011;12: Hawes JM, Rao CP. Using importance-performance analysis to develop health care marketing strategies. Journal of health care marketing. 1985;5(4): Contact Measuring patient satisfaction is an important way of identifying shortcomings in healthcare from patients’ perspectives, improving healthcare quality, giving patients a voice, and promoting choice. ‘Satisfaction’ can be defined as a combination of experience (patients’ memories of what happened in the consultation and in what manner) and ideal expectations (what patients value /want the most) 1 AIM: To investigate in 3 regions of England: a)The priorities/ideal expectations of primary care patients b)The extent to which patients’ priorities/ideal expectations are being met by primary care c)Where clinicians and/or commissioners could focus to maximise patient satisfaction We used data from the patient experience and patient values QUALICOPC questionnaires to perform an Importance-Performance Analysis (IPA) combined with a diagonal model 2,3. We selected 15 aspects of care, which were classified as ‘functional’ or ‘relational’. o Focusing on particular aspects of accessibility and empowerment is likely to improve patient satisfaction: The patient knows how to get evening, night and weekend services Ease of getting an appointment After the visit the patient feels that s/he can cope better with his/her health problem/illness o Further research is needed to see if there are differences between subgroups Attribute Functional Doctor has the patient’s medical records at hand Doctor knows important information about the patient’s background Doctor knows about the patient’s living situation Extensive opening hours Proximity of the practice to the patient’s house Short waiting time when contacting the practice The patient knows how to get evening, night and weekend services Ease of getting an appointment Relational Doctor is polite Doctor listens carefully to patients Doctor takes sufficient time/doesn’t make the patient feel under pressure Doctor involves patients in making treatment decisions Doctor asks patients about other possible problems besides the one s/he came for After the visit the patient feels s/he can cope better with his/her health problem/illness Reception staff are polite and helpful LOW PERFORMANCE HIGH IMPORTANCE LOW IMPORTANCE CONCENTRATE HERE Attributes that patients value very highly but that currently receive low (poor) experience ratings after service users see their GP. Providers should concentrate on these attributes to optimise patients’ experiences of primary care services LOW PRIORITY Attributes that are relatively unimportant to patients, and also receive low (poor) experience ratings. From a patient perspective we should not concentrate on these attributes MAINTAIN PERFORMANCE Attributes are highly valued by patients, and patients report good experiences with regard to these attributes after they have seen their GP, so the performance should be kept as it is POSSIBLE OVERKILL Attributes that are rated as relatively unimportant to patients but nevertheless receive high (good) experience ratings. As these attributes are not that important, efforts could be made to use these “idle” resources in other aspects of health service HIGH PERFORMANCE