title: 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: BACKGROUND
  Practice-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
  This 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.
  
  
  RESULTS
  The 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.
  
  
  CONCLUSIONS
  This review suggests IVR may be a feasible alternative to traditional patient data collection methods, which should be further explored.
authors.affiliation: 12nd Year Medical School,Northern Ontario School of Medicine,Research Intern,Elizabeth Bruyère Research Institute Masters of Science in Health Systems,University of Ottawa Telfer School of Management,Honours Bachelor in Health Sciences,University of Ottawa.
authors.forename: Michael
authors.initials: M
authors.lastname: Falconi
authors.affiliation: 2Associate Professor,Department of Family Medicine,University of Ottawa,CT Lamont Primary Health Care Research Centre,Bruyère Research Institute,Ottawa,ON,Canada.
authors.forename: Sharon
authors.initials: S
authors.lastname: Johnston
authors.affiliation: 3Professeur et chercheur principal conseiller/Professor and Senior Research Advisor,Département de médecine familial/Department of Family Medicine,Université d'Ottawa/University of Ottawa,Ottawa Research Group for Primary Health Care - ORG-PHC,Institut de recherche Élisabeth-Bruyère Research Institute,Chaire de recherche en soins de santé primaires axée sur les modes de vie sains/Chair in Primary Health Care with a focus on Health Living 369Y - 43,Ottawa,ON,Canada.
authors.forename: William
authors.initials: W
authors.lastname: Hogg
mesh_terms: D003625:Data Collection / Q000379:methods*; D055317:Evidence-Based Practice / Q000458:organization & administration*; D006801:Humans; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D018802:Patient-Centered Care / Q000458:organization & administration*; D011320:Primary Health Care / Q000458:organization & administration*; D049250:Speech Recognition Software; D011795:Surveys and Questionnaires; D013689:Telephone
keywords: clinical competence; family practice; health care; interactive voice response; patient satisfaction; primary health care; quality assurance; quality indicators; review; scoping review; speech recognition software