Quality assessment using patients’ evaluations of care

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Abstract
Objectives: This paper describes the development and evaluation of a quality assessment instrument which uses patients’ evaluations of care. Methods: A series of studies was performed, including systematic literature reviews, focus group interviews and a consensus study with patients and general practitioners, and three studies with surveys among patients. Results: This resulted in an instrument that comprises a questionnaire, procedures to administer the questionnaire to patients and a feedback report. Most patients provided positive evaluations of care, but there was a considerable variation between moderately and highly positive evaluations. Conclusions: Reflection on this variation may help to identify opportunities for improvement.

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