Patient-reported experiences in primary care: metrics and assessment tool, rapid version

Overview

This WHO publication presents a rapid version of a standardized metrics and assessment tool designed to measure patient-reported experiences in primary care. Developed as part of the Health Systems Performance Assessment toolkit for universal health coverage, the tool addresses the need for concise, comparable indicators to capture patient perspectives on health service delivery. It responds to challenges in health systems related to quality, integration and people-centred care, emphasizing the importance of patient experience as a core dimension of health system performance alongside effectiveness and safety.

The document outlines a set of 16 indicators covering key domains of patient experience, including accessibility, continuity, comprehensiveness, coordination, people-centred care, care planning, professional competence and overall experience. It describes the development process, objectives and intended use of the tool for rapid assessment, monitoring and comparison over time. The publication also provides the full questionnaire, definitions of metrics, and guidance on data collection approaches such as face-to-face and telephone interviews. The resulting data are intended to support quality improvement, inform policy and strengthen integrated, people-centred primary care services.