• Rachel Grob, Mark Schlesinger, Lacey Rose Barre, Naomi Bardach, Tara Lagu, Dale Shaller, Andrew M Parker, Steven C Martino, Melissa L Finucane, Jennifer L Cerully, and Alina Palimaru.
• University of Wisconsin-Madison Law School and University of Wisconsin-Madison School of Medicine and Public Health.
• Milbank Q. 2019 Mar 1; 97 (1): 176-227.

AbstractPolicy Points Narratives about patients' experiences with outpatient care are essential for quality improvement because they convey ample actionable information that both elaborates on existing domains within patient experience surveys and describes multiple additional domains that are important to patients. The content of narrative feedback from patients can potentially be translated to improved quality in multiple ways: clinicians can learn from their own patients, groups of clinicians can learn from the experience of their peers' patients, and health system administrators can identify and respond to patterns in patients' accounts that reflect systemic challenges to quality. Consistent investment by payers and providers is required to ensure that patient narratives are rigorously collected, analyzed fully, and effectively used for quality improvement.© 2019 Milbank Memorial Fund.

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