Motivators and Barriers to Using Patient Experience Reports for Performance Improvement

Published In: Medical Care Research and Review, v. 70, no. 6, Dec. 2013, p. 621-635

Posted on RAND.org on December 01, 2013

by Kimberley Geissler, Mark W. Friedberg, Gillian K Steelfisher, Eric C. Schneider

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Increasingly, patient experience surveys are available to provide performance feedback to physician groups. However, limited published literature addresses factors influencing use of these reports for performance improvement. To address this gap, we conducted semistructured interviews with leaders of Massachusetts physician groups. We asked about factors influencing groups' use of performance data and report characteristics. Motivating characteristics included having group leaders who emphasized a positive patient experience and prioritized patient retention; public reporting was not an important motivator for most groups. Full physician panels were perceived as a barrier to use of reports. Performance reports from a statewide public reporting collaborative were not sufficient for the majority of groups, with many seeking external reports. As policy makers create financial incentives to support performance improvement, assisting leaders to articulate the professional case for patient experience and enhancing the content and timing of performance reports may be important.

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