Patient-reported experiences in primary care: guidance for implementing the assessment

Overview

This guidance document provides practical recommendations for implementing the assessment of patient-reported experiences in primary care using standardized measurement tools developed by WHO. It situates patient experience as a core component of quality of care and people-centred health systems, emphasizing its role in informing service planning, delivery and improvement. The publication forms part of the Health Systems Performance Assessment toolkit for universal health coverage and supports countries in strengthening the measurement of health system performance through the systematic collection of patient-reported experience measures.

The document outlines key methodological and operational steps for conducting the assessment, including selection of data collection modes, sampling strategies, and preparation for implementation. It provides detailed guidance on interviewer training, data management and analysis, and highlights considerations for ensuring data quality, representativeness and feasibility across diverse country contexts. By offering adaptable approaches for both face-to-face and telephone surveys, the guidance aims to facilitate consistent and efficient implementation. The resulting data are intended to support monitoring of service quality, enhance community engagement, and inform policy and programme decisions in primary health care.