Your analysis of performance issues can benefit from good information on the views, experiences, needs, and motivations of the various stakeholders who are involved in or affected by the processes you’re addressing. To help identify and examine the causes of your performance problem, consider contacting the relevant stakeholders to find out what they know, how they feel about issues, and their ideas for improvement. Different stakeholders have unique perspectives that you need to consider together to understand the full dynamics involved in delivering and receiving health care and how those dynamics influence patients’ experiences with care.

Consider a clinical practice whose score for the composite "Getting timely appointments, care, and information" is lower than average. This section uses the example of this practice to address two questions: