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Involving patients to improve service quality in primary care

Keith Stevenson (Lecturer in Behavioural Sciences, School of Nursing, University of Nottingham, Nottingham, UK)
Paul Sinfield (Research Associate, CGRDU, Department of General Practice, University of Leicester, Leicester, UK)
Vince Ion (Primary Care Manager, East Lincolnshire Primary Care Trust, Louth Hospital, Louth, UK and Project Manager First Contact Programme, DoH/NHSU)
Marilyn Merry (Patient Involvement Project Manager, East Lincolnshire Primary Care Trust, Louth Hospital, Louth, UK)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 1 August 2004

Abstract

A sample of 92 UK patients volunteered to take part in focus groups to discuss what elements of local primary care provision were important to them. Issues raised were prioritised by the patients and then fashioned into 18 quality indicators which nine local practices were invited to assess themselves against. At the assessment meeting three months later over 40 changes in service provision were noted in the nine participating practices. A patient questionnaire carried out in each practice, however, indicated a tendency for practices to overestimate the services they felt they provided. Patients rated the experience of generating standards as very worthwhile and enjoyed being asked. Further research needs to be carried out to assess the effectiveness of this methodology in different settings.

Keywords

Citation

Stevenson, K., Sinfield, P., Ion, V. and Merry, M. (2004), "Involving patients to improve service quality in primary care", International Journal of Health Care Quality Assurance, Vol. 17 No. 5, pp. 275-282. https://doi.org/10.1108/09526860410549380

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited