A team of UCRH researchers has authored a major new study exploring how patient feedback can be better collected and used in Aboriginal and Torres Strait Islander primary health care services.
The paper, titled “Should be a dynamic tool”: Aboriginal and Torres Strait Islander primary health care service staff perspectives on an effective patient reported experience measure (PREM) in Australia – a qualitative study, is part of the Validating Outcomes by Including Consumer Experience (VOICE) project.
This publication, led by Amal Chakraborty, involved an extensive UCRH research team including Associate Professor Emma Walke, Alison Laycock, Tracey Piccoli, Associate Professor Veronica Matthews, Professor Ross Bailie, Nalita Turner and Professor Megan Passey. They worked alongside colleagues from other institutions to gather insights from 63 staff across eight Indigenous primary health care services.
The study found that culturally safe care and accountability are key drivers for collecting consumer feedback. It also identified practical factors that influence how patient reported experience measures are designed and implemented, including relationships, trust, communication, timing, service systems and staff capacity.
The VOICE project is co-designing tools that reflect the values and priorities of Indigenous communities. These tools aim to support continuous quality improvement and accreditation processes by ensuring that consumer voices are heard and respected.
This research is helping shape a future where feedback is not just collected, but used meaningfully to improve care for Australia’s Aboriginal and Torres Strait Islander peoples.
