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From Patient Feedback Survey to Organizational Practice: Improving the Relevancy and Translatability of Findings

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5 (4): 07-10


Surveys are a tool used by the health sector to understand the patient/client perspective and can reveal opportunities to improve services. However, mobilizing those findings to enact changes in practice becomes more complicated, where decision-makers must consider many factors to determine feasibility. A review of the literature was conducted to explore key strategies for improving the usability of survey data within the primary care sector context. Three primary strategies were revealed: (i) engaging clients in identifying survey items and quality improvement initiatives that are relevant and important to them; (ii) offering learning opportunities and tailoring survey findings to improve staff comprehension and relevance to their care process and performance; and (iii) mandating formal priority setting and tangible action planning within a supportive organizational culture. Such a systematic and participatory patient feedback process will support improved uptake of recommendations by organizations and ultimately, quality improvements in healthcare.