A scoping review to explore the suitability of interactive voice response to conduct automated performance measurement of the patient’s experience in primary care

Abstract

IntroductionPractice-based performance measurement is fundamental for improvement and accountability in primary care. Traditional performance measurement of the patient’s experience is often too costly and cumbersome for most practices.Objective/MethodsThis scoping review explores the literature on the use of interactive voice response (IVR) telephone surveys to identify lessons for its use for collecting data on patient-reported outcome measures at the primary care practice level.ResultsThe literature suggests IVR could potentially increase the capacity to reach more representative patient samples and those traditionally most difficult to engage. There is potential for long-term cost effectiveness and significant decrease of the burden on practices involved in collecting patient survey data. Challenges such as low response rates, mode effects, high initial set-up costs and maintenance fees, are also reported and require careful attention.ConclusionThis review suggests IVR may be a feasible alternative to traditional patient data collection methods, which should be further explored.