Routine Collection of Patient-Reported Data to Support the Needs of Primary Care Within an Integrated Healthcare System.

Abstract

Ontario Health Teams (OHTs), models of integrated care, are responsible for measuring and improving patient experience. However, routine collection of patient-reported data has not been fully realized, presenting a significant system-wide gap. We conducted a pilot study to implement routine collection of patient-reported data in the Frontenac, Lennox and Addington (FLA) OHT. Each clinic integrated the survey, which captured encounter experience, health and well-being and demographics into their workflow. During the five-month pilot, over 1,200 patients shared their experiences. Clinics reported that the data were valuable for ongoing quality improvement, boosting staff morale and providing a voice to patients. Each site needed flexibility for deployment and to ensure that they captured data relevant to their practice needs. A balance is needed to meet differing needs at each level of the system, requiring cross-sectoral commitment for integrated care systems to truly understand the patient experience and health of the population.