At the heart of the Patient Centred Medical Home is the quest to improve the patient’s experience of care. To do this we need to ask patients about their care. Patient Reported Experience Measures (PREMs) capture outcomes that matter to patients as well as the patient’s experience and perception of their health care (NSW Agency for Clinical Innovation).
Why is this important? Research shows us that there is much value of capturing and responding to patients’ experiences. For example:
From a compliance perspective, capturing the patient experience provides proof of patient-centred practice which can be incorporated into a general practice’s accreditation evidence. Criterion 2.1.2 of the RACGP Standards for General Practices (4th Edition) requires evidence which demonstrates that the practice seeks and responds to patients’ feedback on their experience of the practice, and Criterion 3.1.1 requires proof that the practice participates in quality improvement activities.
The RACGP has information about the different ways patient experience can be captured. This information can be accessed here. Also, the NSW Agency for Clinical Innovation (ACI) provides resources to assist practices in collecting PREMs. These resources can be found here.
Agency for Healthcare Research and Quality (July 2015) Why Improve Patient Experience: https://www.ahrq.gov
Doyle C, Lennox L, Bell D. (2013) A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open 2013;3:e001570. doi: 10.1136/bmjopen-2012-001570
NSW Agency for Clinical Innovation (n.d) About Patient Reported Measures. https://www.aci.health.nsw.gov.au/make-it-happen/prms/about-patient-reported-measures
Russell, S. (2013) Research Matters June 2013: www.research-matters.com.au
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