Reporting on Patients' Experiences with Primary Care: Resources and Examples

Slide Presentation from the AHRQ 2011 Annual Conference

On September 18, 2011, Lise Rybowski made this presentation at the 2011 Annual Conference.


Slide 1

Reporting on Patients' Experiences with Primary Care: Resources and Examples

Reporting on Patients' Experiences with Primary Care: Resources and Examples

Lise Rybowski
The Severyn Group
September 18, 2011
Presented at the AHRQ 2011 Annual Conference

Slide 2

Agenda for this Presentation

Agenda for this Presentation

  • Why you might want to tell consumers about patients' experiences with providers of primary and specialty care.
  • What you can report from the Clinician & Group Surveys.
  • How you can report the scores.
  • Challenges facing quality reporters and researchers.
  • Where to find guidance.

Slide 3

Most Physician Quality Reports Offer Something for . . . Some of Us

Most Physician Quality Reports Offer Something for...Some of Us

An image showing examples of topic lists from physician quality reports is shown.

Slide 4

Latest Trend: Patient Reviews of Small Subset of Doctors

Latest Trend: Patient Reviews of Small Subset of Doctors

Images of logos for Lifescript Doctor Review, Vitals, RateMDs, Angie's List, Book of Doctors, and Yelp.

Slide 5

Advantages of Patient Experience Measures

Advantages of Patient Experience Measures

Everyone can relate.

  • Can I get appointments when I need them?
  • Will the providers listen to me?
  • Will the office staff be helpful?
  • If I choose this provider, am I likely to have a good experience?

And all doctors can be included.

Slide 6

Measures Available from the Clinician and Group Surveys

Measures Available from the Clinician & Group Surveys

For Adult and Child Surveys

  • Getting timely appointments, care, and information (5 items).
  • How well providers (or doctors) communicate with patients (6 items).
  • Helpful, courteous, and respectful office staff (2 items).
  • Patients' rating of the provider (or doctor) (1 item).

For Child Surveys only

  • Provider's (or Doctor's) attention to your child's growth and development (6 items).
  • Provider's (or Doctor's) advice on keeping your child safe and healthy (5 items).

Slide 7

Measures from Cultural Competence and Health Literacy Item Sets

Measures from Cultural Competence and Health Literacy Item Sets

Cultural Competence Item Set

  • Providers are polite and considerate (3 items).
  • Providers give advice on staying healthy (4 items).
  • Providers are caring and inspire trust (5 items).
  • Patients' rating of trust in provider (on a scale of 0 to 10) (1 item).

Item Set for Addressing Health Literacy

  • How well providers communicate about medicines (6 items)

Slide 8

Measures from the Newest Supplemental Item Sets

Measures from the Newest Supplemental Item Sets

Health Information Technology Item Set

  • Getting timely answers to medical questions by E-mail (2 items).
  • Helpfulness of provider's use of computers during a visit (2 items).
  • Helpfulness of provider's web site in giving you information about your care and tests (3 items).

Patient-Centered Medical Home Item Set

  • Providers pay attention to your mental or emotional health (adult only) (3 items).
  • Providers support you in taking care of your own health (2 items).
  • Providers discuss medication decisions (adult only) (3 items).

Slide 9

How You Can Report Survey Results

How You Can Report Survey Results

  • Which scores will you use?
  • How will you display them?

Slide 10

Recommended Scoring Strategies: What Data Do You Report?

Recommended Scoring Strategies: What Data Do You Report?

  • Average scoring—Reporting the mean across all of the response categories.
  • "Top box" scoring—Reporting only the score for the most positive categories (e.g., the proportion of patients reporting "always").
  • Learn more about these strategies:
    • "How To Report Results of the CAHPS Clinician & Group Survey".
    • Presentation at 11th CAHPS User Group Meeting.

Slide 11

Display Strategies for Clinician and Group Survey Measures

Display Strategies for Clinician & Group Survey Measures

  • Bar charts.
  • Stars.
  • Word icons.

Slide 12

Example of Bars: MyCareCompare (Detroit area)

Example of Bars: MyCareCompare (Detroit area)

An image showing an example of bar chart of composite ratings for provider sites from MyCareCompare is shown.

Slide 13

Example of Bars: MNHealthscores

Example of Bars: MNHealthscores

An image showing an example of bar chart of composite ratings for provider sites from MNHealthscores is shown.

Slide 14

Example of Stars: Massachusetts Health Quality Partners

Example of Stars: Massachusetts Health Quality Partners

Image: An example of star chart of composite ratings for provider sites from Massachusetts Health Quality Partners is shown.

Slide 15

Example of Word Icons

Example of Word Icons

Image: An example of using word icons to display composite ratings for provider sites is shown.

Slide 16

Presenting Survey Results Alongside Clinical Quality Scores

Presenting Survey Results Alongside Clinical Quality Scores

An image showing an example of table presenting survey results with clinical quality scores is shown.

Slide 17

Challenges Facing Quality Reporters

Challenges Facing Quality Reporters

  • Patient survey results as one consideration among many.
  • Related: The need for summary scores.
  • The impact of Yelp and Angie's List.
  • Is anyone paying attention?

Slide 18

Where Can You Get Help?

Where Can You Get Help?

Page last reviewed March 2012
Internet Citation: Reporting on Patients' Experiences with Primary Care: Resources and Examples. March 2012. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/news/events/conference/2011/rybowski/index.html