The PPP (Patient Perception Program) system collects patient experiences of outpatient consultations with medical specialists and residents. Areas of patient feedback cover patient handling, communication and information provision.
PPP is based on the original PPP-care system that was developed by healthcare professionals, services and ICT, and is primarily focused on improvement of healthcare teams (for more information go to www.ppp-zorg.nl). Within Professional Performance Online, the original PPP-care system has been adapted in order to collect reliable patient feedback about the performance of medical specialists and residents.
Patient feedback is relevant for specialist to gain insight in (a) their strengths regarding their performance as perceived by the patient and (b) areas of improvement. Patient feedback may support the professional development of doctors’ outpatient consultation skills.
Immediately after their outpatient consultation, patients are asked to complete a questionnaire using a tablet computer, which is located at the policlinic. The validated questionnaire consists out of nine questions. Additionally, patients are provided the opportunity to include an explanation for their answers as well as suggestions for improvement.
In order to assure representative feedback, it is important that during a pre-specified period of time, every patient is invited to fill in the questionnaire. At this moment, it is recommended to collect a minimum of 25 patient evaluations per specialist. Research supports the assumption that this is sufficient for reliable feedback. Experience shows that for a period of two months is usually sufficient to collect the evaluations (depending on the specialty).
Patients fill in the questionnaires. Policlinic staff can inform and invite patients beforehand via using a patient information leaflet.
Participation in PPP is anonymous for the patients. The feedback is not traceable to individual patients and there will be no registration of which patients participate.
At the end of a measurement period a personal feedback report will be generated for every participating specialist or resident. This feedback report will only be made available to the specialist or resident, unless prior alternate agreements are made.
PPP results are registered online in a secure web-based system. At the end of the measuring period a PDF version of the feedback report is sent via email.