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Abstract: FR-PO262

Optimizing the Utility of Patient Experience Surveys to Advance the Quality of Renal Care

Session Information

Category: CKD (Non-Dialysis)

  • 1902 CKD (Non-Dialysis): Clinical, Outcomes, and Trials


  • Chiu, Helen, BC Renal Agency, Vancouver, BC, British Columbia, Canada
  • Freeborn, Gloria T., BC Renal Agency, Vancouver, BC, British Columbia, Canada
  • Djurdjev, Ognjenka, BC Renal Agency, Vancouver, BC, British Columbia, Canada
  • Saunders, Sushila, BC Renal Agency, Vancouver, BC, British Columbia, Canada
  • Levin, Adeera, St. Paul's Hospital and University of British Columbia, Vancouver, British Columbia, Canada

Patient experience is an essential indicator for advancing person-centred care. Although many patient experience measures are validated in chronic disease populations, how they can be utilized in guiding improvement in renal care is understudied. Thus, we verified how results of a validated patient experience survey can be used to guide improvement in the continuum of renal care.


A validated 20-item instrument, Patient Assessment of Chronic Illness Care (PACIC), was mailed out to >13,000 eligible patients receiving non-dialysis and dialysis care in British Columbia, Canada. The responses were descriptively analyzed by subscale (five dimensions in PACIC) and modality of care. Priority matrix analysis was also performed to identify specific areas of improvement.


Nearly 4,000 patients responded (30% response rate). More than 75% of respondents rated the overall quality of kidney services as “excellent” or “very good.” Based on the survey responses, the area of highest satisfaction was the overall organization and delivery of care, and areas of improvement included “goal setting” and “follow-up.” Priority matrices by modality identify unique improvement opportunities (Fig 1) not otherwise apparent from conventional analysis by highlighting aspects of care highly associated with overall perception of the renal services quality.


Measuring patient experience across a diverse renal population yields important insights. When analyzed with respect to the overall perception of quality of kidney services, the utility of PACIC results is enhanced in that it can guide strategic action planning specific to each modality of renal care, with a greater potential for positively impacting those living with kidney disease.

Fig 1. Priority matrices by modality


  • Government Support - Non-U.S.