The perceived usefulness of patient narrative feedback in primary care settings (August 2024)

Summary

Research suggests that insights from patient narratives—stories about care experiences in patients' own words—contain information that can be used to improve care. However, assessments of narratives reported by clinical personnel have been mixed. This US study aimed to systematically measure how useful staff in primary care perceive patient narratives to be. The authors surveyed 276 clinical and administrative personnel in nine primary care clinics in a large health system in the USA. We found that perceived usefulness of patient narratives is generally high, but varies by individual characteristics such as level of burnout and professional role, and with organisational characteristics such as a clinic's learning orientation and history of using patient feedback to improve quality. These findings imply that narratives can be useful for improving primary care and that their perceived usefulness is greater when organisational practices facilitate learning from patients' narrative feedback.