Reporting on Patients' Experiences with Primary Care: Resources and Examples
On September 18, 2011, Lise Rybowski made this presentation at the 2011 Annual Conference.
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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
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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.
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Most Physician Quality Reports Offer Something for...Some of Us
An image showing examples of topic lists from physician quality reports is shown.
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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.
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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.
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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).
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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)
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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).
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How You Can Report Survey Results
- Which scores will you use?
- How will you display them?
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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.
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Display Strategies for Clinician & Group Survey Measures
- Bar charts.
- Stars.
- Word icons.
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Example of Bars: MyCareCompare (Detroit area)
An image showing an example of bar chart of composite ratings for provider sites from MyCareCompare is shown.
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Example of Bars: MNHealthscores
An image showing an example of bar chart of composite ratings for provider sites from MNHealthscores is shown.
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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.
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Example of Word Icons
Image: An example of using word icons to display composite ratings for provider sites is shown.
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Presenting Survey Results Alongside Clinical Quality Scores
An image showing an example of table presenting survey results with clinical quality scores is shown.
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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?
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Where Can You Get Help?
- CAHPS Web site: https://cahps.ahrq.gov.
- TalkingQuality and the Report Card Compendium: https://talkingquality.ahrq.gov.
- Other AHRQ resources: http://www.ahrq.gov/qual/value/localnetworks.htm.
- Robert Wood Johnson Foundation: www.rwjf.org.
- Informed Patient Institute: www.informedpatientinstitute.org.