Understanding what patients experience in the healthcare system is essential to providing care that meets their needs. A diverse panel was consulted using a Delphi process to determine the most relevant components for measuring the patient experience in primary care.
Owner : General Management of the Unité de soutien SSA Québec
Responsible parties :
Principal Researchers
- Marie-Eve Poitras, RN, PhD, Associate Professor, Department of Family Medicine and Emergency Medicine, Université de Sherbrooke, Québec, Canada – chercheuse régulière CR-CHUS et CIUSSS du SLSJ, Marie-Eve.Poitras@USherbrooke.ca, 418 541-5050 poste 203249
- Maxime Sasseville, RN, PhD, Associate Professor, Faculty of Nursing, Regular Researcher at the VITAM Research Center, Université Laval
Postdoctoral fellows
- Pierre-Henri Roux-Levy, MD, PhD, Université de Montréal
- Véronique Lowry, pht., PhD, Université de Montréal
Research Team
- Marie-Eve Perron, RN, M.Sc.., Doctoral student, Research team on optimal professional practices in primary care, Université de Sherbrooke
- Anne-Sophie Langlois, T.S. MA., Research team on optimal professional practices in primary care, Université de Sherbrooke
- Vanessa T. Vaillancourt, M. Sc., Research team on optimal professional practices in primary care, Université de Sherbrooke
- Amélie Fournier, Graphic Designer, Research team on optimal professional practices in primary care, Université de Sherbrooke
Useful results for whom and for what?
These results help clinicians choose from existing PREM tools. They also support the development of tools with robust psychometric properties that can scientifically inform clinical and organizational interventions to improve the patient experience in primary care.
Objective of the study
The objective of the study was to reach a broad consensus among a panel of experts on a fundamental set of constructs* for measuring the patient experience in primary care.
The panel included researchers, professionals, decision-makers, primary care coordinators, and patients.
What is a construct?
A construct is an abstract concept defined, operationalized, and measured using observable indicators. When clearly defined, they are essential for developing valid and reliable measurement instruments. Patient experience is measured using various constructs.
Source: Poitras, ME. et al., 2025, p. 6
What is essential to measure
A general consensus emerged among those consulted. To measure the patient experience in primary care, six priority components must be considered:
- Accessibility
- Continuity
- Communication
- Coordination
- Entirety
- Patient engagement