[Quality of general practice as experienced by patients]

Abstract

Background: The aim of the study was to explore the impact of feedback to general practitioners regarding patient evaluation of the quality of services rendered.

Material and methods: 1,614 patients in 41 general practices assessed the quality of care they had received during the last 12 months. The results for each practice were compared to the mean quality level of all the practices, and returned to the practice. This report was followed by a questionnaire to the GPs asking for their opinion of such feedback. Six of the GPs were also interviewed by telephone.

Results: The GPs welcomed patient quality evaluations and comparisons. However, they doubted that the feedback would lead to any action taken, as they had neither the time nor the energy to make changes in clinical performance or organisational structure. They questioned quality assessment by patients being an objective measure of quality. The GPs were willing to discuss the results in peer groups, but were reluctant to share the information with staff or patients.

Interpretation: The present study does not indicate that feedback given in the form of reports at practice level regarding patient assessed quality is an effective method for quality improvement.