The Patient Satisfaction Questionnaire
The Patient Satisfaction Questionnaire (PSQ)
provides feedback to GPStRs by providing a measure of the patient’s
opinion of the doctor’s relationship and empathy during a
consultation. The evidence provided is useful in helping
trainer and GPStR to address needs and facilitate educational
development during the training period.
How
to use the Patient Satisfaction Questionnaire
How
many? How often?
Resources
How to use the Patient Satisfaction Questionnaire
Obtaining Feedback
The GPStR and trainer should agree a date
for the PSQ and a date for the feedback interview. The
questionnaires and letters of explanation should be handed to
consecutive patients (irrespective of their likelihood of
responding) by the receptionist. The receptionist and trainer
should complete the declaration form and return to the
Deanery.
Patients complete the questionnaire and hand
them back to the receptionist. This should continue until 40
completed forms have been returned. This may take a number of
days.
The results should be entered into
the GPStR’s ePortfolio. Each deanery will decide who will do
this.
Using Feedback
Once analysed, the results are sent to the
Educational Supervisor. Results will be anonymous and will include
mean, median and range for each question. The Educational
Supervisor should l familiarises him/herself with the feedback
prior to the feedback interview and assimilate the numerical scores
within the context of the GPStR’s overall performance. The
Educational Supervisor can authorise the results to be transmitted
to the GPStR’s ePortfolio at any time. The GP trainer will
then have access too.
The feedback interview should be conducted in
protected time with no interruptions. It will require
excellent skills of giving feedback on the part of the interviewer.
Different individuals may require different lengths of time for
reflection. It may be necessary to schedule the feedback for
more than one occasion in order to make best use of data. The
interviewer should ensure that the trainee understands the
background and purpose of the PSQ. Discussion should centre
around the GPStR’s expectations in relation to the mean, median
and range for each question.
The Professional Conversation log in the
Education Section of the ePortfolio may be used to record the
interview and any action plan arising from it.
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How many? How often?
The PSQ should be used once during months 31
to 34 (ST3, if in primary care). PSQ can take place in ST1 or
ST2, if the GPStR is in primary care.
In other words the PSQ will be used only once if the GPStR is in
general practice for 12 months but twice if they have more than 12
months in general practice.
Resources
Downloadable resources:
Patient Satisfaction Questionnaire