Journal
MEDICAL CARE RESEARCH AND REVIEW
Volume 71, Issue 5, Pages 65S-80SPublisher
SAGE PUBLICATIONS INC
DOI: 10.1177/1077558714535470
Keywords
consumer engagement in quality; public reporting; narrative reports; transparency; health care decision making
Funding
- Agency for Healthcare Research and Quality
- National Institute for Health Research
- Commonwealth Fund
- National Institute for Health Research [ACF-2009-21-030] Funding Source: researchfish
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The English National Health Service's public reporting websiteknown as NHS Choiceshas been incorporating anecdotal comments from patients about primary and hospital care since 2007. Publicly reporting patients' narrative comments along with numerical ratings of their experience and clinical quality metrics presents opportunities as well as challenges for reporting systems. This article reviews the lessons learned in England that could be useful to other health systems that are considering a similar approach. We explore five key design considerations for publicly reporting anecdotal commentsincluding how to collect, moderate, and display comments and how to encourage the public and the health care providers use them. While anecdotal comments might represent an untapped seam of valuable information about service quality and a potential hook for engaging patients to use comparative performance data, the jury is still out on where narrative comments fit in the complex landscape of quality measurement and reporting.
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