Abstract
Purpose: This study aimed to use available evidence and expert consensus to develop performance indicators of patient and public involvement in hospital. Methods: A 3-step process was used to develop the indicators. Firstly, key indicators and recommendations were identified from the literature and distributed over 5 domains: customer satisfaction, complaint management, customer orientation, voice of customer and patients’ right. A multidisciplinary panel of medical professionals (n=8) rated and prioritized the indicators via 2-round Delphi technique. Subsequently, the panel assessed the indicators at two consensus meetings. Findings: Of the 41 draft performance indicators, the expert panel members achieved positive consensus on 33 indicators. Also two indicators were developed on experts' opinions. Conclusion: About 35 patient and public involvement performance indicators were identified. Evidence support was available for most indicators. The set of indicators provides a baseline for patient and public involvement among stakeholders enabling them to evaluate and improve their accountability.
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