Quality and outcomes framework guidance:

Summary of indicators - patient experience domain


2008/9
PE Patient Experience
PE 1 Length of Consultations - 33 points
The length of routine booked appointments with the doctors in the practice is not less than 10 minutes. (If the practice routinely sees extras during booked surgeries, then the average booked consultation length should allow for the average number of extras seen in a surgery session. If the extras are seen at the end, then it is not necessary to make this adjustment).

For practices with only an open surgery system, the average face –to face time spent by the GP with the patient is at least 8 minutes.

Practices that routinely operate a mixed economy of booked and open surgeries should report on both criteria.

PE 2 Patient Surveys (1) - 25 points
The practice will have undertaken an approved patient survey each year

PE 4 Patient Surveys (3) - 30 points
The practice will have undertaken a patient survey each year and, having reflected on the results, will produce an action plan that:
  1. Sets priorities for the next 2 years.
  2. Describes how the practice will report the findings to patients (for example, posters in the practice, a meeting with a patient practice group or a primary care organisation (PCO) approved patient representative).
  3. Describes the plans for achieving the priorities, including indicating the lead person in the practice.
  4. Considers the case for collecting additional information on patient experience, for example through surveys of patients with specific illnesses, or consultation with a patient group.