Towards a Novel Patient Experience Survey System: Incorporating Physician Perspectives into Performance Feedback Dashboard Design

Abstract

We aim to incorporate physician insights into the development of a performance dashboard based on a novel patient experience survey system at a large academic health system. A multidisciplinary team of physicians, researchers, and designers met regularly to develop the dashboard informed by Clinical Performance Feedback Intervention Theory. Semistructured qualitative interviews with frontline physicians underwent combined inductive-deductive thematic analysis to inform dashboard improvements. A total of 20 interviews were conducted April-July 2023 with 9 neurologists and 6 primary care physicians in 2 phases. Physician preferences converged along design, content, and administration features, which were incorporated into the dashboard and accepted by physicians during phase 2. Important themes included establishment of survey credibility, preference for qualitative over quantitative data, and associated incentive structure. Dashboard design required an intuitive data overview with features such as hover-over insights that allowed deeper exploration. Physicians valued patient comments over quantitative data, prompting further redesign of the dashboard to prioritize qualitative insights, contrasting with the national emphasis on quantitative benchmarks.

Keywords: coaching; patient experience; performance feedback; physician wellbeing; quality improvement.

Figure 1.

Patient satisfaction performance feedback dashboard phase 1.

Figure 2.

Patient satisfaction performance feedback dashboard phase 2.