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

Overview

This publication presents the World Health Organization’s reference version of a 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, it addresses the need for standardized, comparable indicators to capture patient perspectives on health service delivery. The document situates patient experience within the broader context of quality of care and people-centred, integrated health systems, emphasizing its role in evaluating performance, strengthening accountability and informing improvements in service delivery.

The tool provides a comprehensive set of core metrics, definitions and a structured questionnaire to assess key domains of patient experience, including accessibility, continuity, comprehensiveness, coordination, people-centred care, care planning, professional competence and overall experience of care. It outlines the methodological approach used in its development, including evidence review, expert input and pilot testing, and describes its intended use for baseline assessment and ongoing monitoring of primary care performance. The publication also includes guidance on data collection methods, target populations and ethical considerations, supporting its application in diverse country contexts to generate data for quality improvement and health system strengthening.