Reporting on Patients' Experiences with Primary Care: Resources and Examples Slide Presentation from the AHRQ 2011 Annual Conference Error processing inline link Problem while processing inline link for item 5-101-15631: The entity name must immediately follow the '&' in the entity reference. See the replacement body in the console log. The attributes on the affected link were: class="rx_ephox_inlinevariant",contenteditable="false",inlinetype="rxvariant",rxinlineslot="105",rxselectedtext="",sys_dependentid="9778",sys_dependentvariantid="594",sys_folderid="41250",sys_relationshipid="443780",sys_siteid="305"Original content:<div class="rxbodyfield"><p>On September 18, 2011, Lise Rybowski made this presentation at the 2011 Annual Conference.</p><h3>Slide 1</h3><p><span contenteditable="false" inlinetype="rxvariant" rxinlineslot="105" rxselectedtext="" sys_dependentid="9764" sys_dependentvariantid="594" sys_folderid="41250" sys_relationshipid="443775" sys_siteid="305" unselectable="on"><img alt="Reporting on Patients' Experiences with Primary Care: Resources and Examples" border="0" contenteditable="false" src="http://162.99.45.85:9992/Rhythmyx/assembler/render?sys_contentid=9764&sys_revision=1&sys_folderid=41250&sys_context=0&sys_siteid=305&sys_variantid=574&sys_authtype=0&sys_command=edit" sys_contentid="9764" sys_variantid="574" title="Reporting on Patients' Experiences with Primary Care: Resources and Examples" unselectable="on" /></span></p><p><strong>Reporting on Patients' Experiences with Primary Care: Resources and Examples</strong></p><p>Lise Rybowski<br />The Severyn Group<br />September 18, 2011<br />Presented at the AHRQ 2011 Annual Conference</p><h3>Slide 2</h3><p><span contenteditable="false" inlinetype="rxvariant" rxinlineslot="105" rxselectedtext="" sys_dependentid="9774" sys_dependentvariantid="594" sys_folderid="41250" sys_relationshipid="443776" sys_siteid="305" unselectable="on"><img alt="Agenda for this Presentation" border="0" contenteditable="false" src="http://162.99.45.85:9992/Rhythmyx/assembler/render?sys_contentid=9774&sys_revision=1&sys_folderid=41250&sys_context=0&sys_siteid=305&sys_variantid=574&sys_authtype=0&sys_command=edit" sys_contentid="9774" sys_variantid="574" title="Agenda for this Presentation" unselectable="on" /></span></p><p><strong>Agenda for this Presentation</strong></p><ul><li>Why you might want to tell consumers about patients' experiences with providers of primary and specialty care.</li><li>What you can report from the Clinician & Group Surveys.</li><li>How you can report the scores.</li><li>Challenges facing quality reporters and researchers.</li><li>Where to find guidance.</li></ul><h3>Slide 3</h3><p><span contenteditable="false" inlinetype="rxvariant" rxinlineslot="105" rxselectedtext="" sys_dependentid="9775" sys_dependentvariantid="594" sys_folderid="41250" sys_relationshipid="443777" sys_siteid="305" unselectable="on"><img alt="Most Physician Quality Reports Offer Something for . . . Some of Us" border="0" contenteditable="false" src="http://162.99.45.85:9992/Rhythmyx/assembler/render?sys_contentid=9775&sys_revision=1&sys_folderid=41250&sys_context=0&sys_siteid=305&sys_variantid=574&sys_authtype=0&sys_command=edit" sys_contentid="9775" sys_variantid="574" title="Most Physician Quality Reports Offer Something for . . . Some of Us" unselectable="on" /></span></p><p><strong>Most Physician Quality Reports Offer Something for...Some of Us</strong></p><p>An image showing examples of topic lists from physician quality reports is shown.</p><h3>Slide 4</h3><p><span contenteditable="false" inlinetype="rxvariant" rxinlineslot="105" rxselectedtext="" sys_dependentid="9776" sys_dependentvariantid="594" sys_folderid="41250" sys_relationshipid="443778" sys_siteid="305" unselectable="on"><img alt="Latest Trend: Patient Reviews of Small Subset of Doctors" border="0" contenteditable="false" src="http://162.99.45.85:9992/Rhythmyx/assembler/render?sys_contentid=9776&sys_revision=1&sys_folderid=41250&sys_context=0&sys_siteid=305&sys_variantid=574&sys_authtype=0&sys_command=edit" sys_contentid="9776" sys_variantid="574" title="Latest Trend: Patient Reviews of Small Subset of Doctors" unselectable="on" /></span></p><p><strong>Latest Trend: Patient Reviews of Small Subset of Doctors</strong></p><p>Images of logos for Lifescript Doctor Review, Vitals, RateMDs, Angie's List, Book of Doctors, and Yelp.</p><h3>Slide 5</h3><p><span contenteditable="false" inlinetype="rxvariant" rxinlineslot="105" rxselectedtext="" sys_dependentid="9777" sys_dependentvariantid="594" sys_folderid="41250" sys_relationshipid="443779" sys_siteid="305" unselectable="on"><img alt="Advantages of Patient Experience Measures" border="0" contenteditable="false" src="http://162.99.45.85:9992/Rhythmyx/assembler/render?sys_contentid=9777&sys_revision=1&sys_folderid=41250&sys_context=0&sys_siteid=305&sys_variantid=574&sys_authtype=0&sys_command=edit" sys_contentid="9777" sys_variantid="574" title="Advantages of Patient Experience Measures" unselectable="on" /></span></p><p><strong>Advantages of Patient Experience Measures</strong></p><p><strong>Everyone can relate.</strong></p><ul><li>Can I get appointments when I need them?</li><li>Will the providers listen to me?</li><li>Will the office staff be helpful?</li><li>If I choose this provider, am I likely to have a good experience?</li></ul><p><strong>And all doctors can be included.</strong></p><h3>Slide 6</h3><p><span class="rx_ephox_inlinevariant" contenteditable="false" inlinetype="rxvariant" rxinlineslot="105" rxselectedtext="" sys_dependentid="9778" sys_dependentvariantid="594" sys_folderid="41250" sys_relationshipid="443780" sys_siteid="305"><img alt="Measures Available from the Clinician & Group Surveys" border="0" src="http://162.99.45.85:9992/Rhythmyx/assembler/render?sys_contentid=9778&sys_revision=1&sys_folderid=41250&sys_context=0&sys_siteid=305&sys_variantid=574&sys_authtype=0" sys_contentid="9778" sys_variantid="574" title="Measures Available from the Clinician & Group Surveys" /></span></p><p><strong>Measures Available from the Clinician & Group Surveys</strong></p><p>For Adult and Child Surveys</p><ul><li>Getting timely appointments, care, and information (5 items).</li><li>How well providers (or doctors) communicate with patients (6 items).</li><li>Helpful, courteous, and respectful office staff (2 items).</li><li>Patients' rating of the provider (or doctor) (1 item).</li></ul><p>For Child Surveys only</p><ul><li>Provider's (or Doctor's) attention to your child's growth and development (6 items).</li><li>Provider's (or Doctor's) advice on keeping your child safe and healthy (5 items).</li></ul><h3>Slide 7</h3><p><span contenteditable="false" inlinetype="rxvariant" rxinlineslot="105" rxselectedtext="" sys_dependentid="9779" sys_dependentvariantid="594" sys_folderid="41250" sys_relationshipid="443781" sys_siteid="305" unselectable="on"><img alt="Measures from Cultural Competence and Health Literacy Item Sets" border="0" contenteditable="false" src="http://162.99.45.85:9992/Rhythmyx/assembler/render?sys_contentid=9779&sys_revision=1&sys_folderid=41250&sys_context=0&sys_siteid=305&sys_variantid=574&sys_authtype=0&sys_command=edit" sys_contentid="9779" sys_variantid="574" title="Measures from Cultural Competence and Health Literacy Item Sets" unselectable="on" /></span></p><p><strong>Measures from Cultural Competence and Health Literacy Item Sets</strong></p><p>Cultural Competence Item Set</p><ul><li>Providers are polite and considerate (3 items).</li><li>Providers give advice on staying healthy (4 items).</li><li>Providers are caring and inspire trust (5 items).</li><li>Patients' rating of trust in provider (on a scale of 0 to 10) (1 item).</li></ul><p>Item Set for Addressing Health Literacy</p><ul><li>How well providers communicate about medicines (6 items)</li></ul><h3>Slide 8</h3><p><span contenteditable="false" inlinetype="rxvariant" rxinlineslot="105" rxselectedtext="" sys_dependentid="9780" sys_dependentvariantid="594" sys_folderid="41250" sys_relationshipid="443782" sys_siteid="305" unselectable="on"><img alt="Measures from the Newest Supplemental Item Sets" border="0" contenteditable="false" src="http://162.99.45.85:9992/Rhythmyx/assembler/render?sys_contentid=9780&sys_revision=1&sys_folderid=41250&sys_context=0&sys_siteid=305&sys_variantid=574&sys_authtype=0&sys_command=edit" sys_contentid="9780" sys_variantid="574" title="Measures from the Newest Supplemental Item Sets" unselectable="on" /></span></p><p><strong>Measures from the Newest Supplemental Item Sets</strong></p><p>Health Information Technology Item Set</p><ul><li>Getting timely answers to medical questions by E-mail (2 items).</li><li>Helpfulness of provider's use of computers during a visit (2 items).</li><li>Helpfulness of provider's web site in giving you information about your care and tests (3 items).</li></ul><p>Patient-Centered Medical Home Item Set</p><ul><li>Providers pay attention to your mental or emotional health (adult only) (3 items).</li><li>Providers support you in taking care of your own health (2 items).</li><li>Providers discuss medication decisions (adult only) (3 items).</li></ul><h3>Slide 9</h3><p><img alt="Text Description is below the image." src="rybowski9.JPG" /></p><p><strong>How You Can Report Survey Results</strong></p><ul><li>Which scores will you use?</li><li>How will you display them?</li></ul><h3>Slide 10</h3><p><img alt="Text Description is below the image." src="rybowski10.JPG" /></p><p><strong>Recommended Scoring Strategies: What Data Do You Report?</strong></p><ul><li>Average scoring—Reporting the mean across all of the response categories.</li><li>"Top box" scoring—Reporting only the score for the most positive categories (e.g., the proportion of patients reporting "always").</li><li>Learn more about these strategies: <ul><li>"How To Report Results of the CAHPS Clinician & Group Survey".</li><li>Presentation at 11th CAHPS User Group Meeting.</li></ul></li></ul><h3>Slide 11</h3><p><img alt="Text Description is below the image." src="rybowski11.JPG" /></p><p><strong>Display Strategies for Clinician & Group Survey Measures</strong></p><ul><li>Bar charts.</li><li>Stars.</li><li>Word icons.</li></ul><h3>Slide 12</h3><p><img alt="Text Description is below the image." src="rybowski12.JPG" /></p><p><strong>Example of Bars: MyCareCompare (Detroit area)</strong></p><p>An image showing an example of bar chart of composite ratings for provider sites from MyCareCompare is shown.</p><h3>Slide 13</h3><p><img alt="Text Description is below the image." src="rybowski13.JPG" /></p><p><strong>Example of Bars: MNHealthscores</strong></p><p>An image showing an example of bar chart of composite ratings for provider sites from MNHealthscores is shown.</p><h3>Slide 14</h3><p><img alt="Text Description is below the image." src="rybowski14.JPG" /></p><p><strong>Example of Stars: Massachusetts Health Quality Partners</strong></p><p>Image: An example of star chart of composite ratings for provider sites from Massachusetts Health Quality Partners is shown.</p><h3>Slide 15</h3><p><img alt="Text Description is below the image." src="rybowski15.JPG" /></p><p><strong>Example of Word Icons</strong></p><p>Image: An example of using word icons to display composite ratings for provider sites is shown.</p><h3>Slide 16</h3><p><img alt="Text Description is below the image." src="rybowski16.JPG" /></p><p><strong>Presenting Survey Results Alongside Clinical Quality Scores</strong></p><p>An image showing an example of table presenting survey results with clinical quality scores is shown.</p><h3>Slide 17</h3><p><img alt="Text Description is below the image." src="rybowski17.JPG" /></p><p><strong>Challenges Facing Quality Reporters</strong></p><ul><li>Patient survey results as one consideration among many.</li><li>Related: The need for summary scores.</li><li>The impact of Yelp and Angie's List.</li><li>Is anyone paying attention?</li></ul><h3>Slide 18</h3><p><img alt="Text Description is below the image." src="rybowski18.JPG" /></p><p><strong>Where Can You Get Help?</strong></p><ul><li>CAHPS Web site: <a href="https://cahps.ahrq.gov">https://cahps.ahrq.gov</a>.</li><li>TalkingQuality and the Report Card Compendium: <a href="https://talkingquality.ahrq.gov">https://talkingquality.ahrq.gov</a>.</li><li>Other AHRQ resources: <a href="http://162.99.45.85:9992/Rhythmyx/assembler/render?sys_contentid=17686&sys_revision=9&sys_folderid=15262&sys_context=0&sys_siteid=305&sys_variantid=878&sys_authtype=0" inlinetype="rxhyperlink" rxinlineslot="103" sys_contentid="17686" sys_dependentid="17686" sys_dependentvariantid="878" sys_folderid="15262" sys_relationshipid="443766" sys_siteid="305" sys_variantid="878">http://www.ahrq.gov/qual/value/localnetworks.htm</a>.</li><li>Robert Wood Johnson Foundation: <a href="http://www.rwjf.org">www.rwjf.org</a>.</li><li>Informed Patient Institute: <a href="http://www.informedpatientinstitute.org">www.informedpatientinstitute.org</a>.</li></ul></div> Current as of 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
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