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

1. Reporting on Patients' Experiences with Primary Care: Resources and Examples LiseRybowski The Severyn Group September 18, 2011 Presented at the AHRQ 2011 Annual Conference

2. 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

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

4. Latest Trend: Patient Reviews of Small Subset of Doctors

5. 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

6. 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)

7. 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)

8. Measures from the Newest Supplemental Item Sets Health Information Technology Item Set • Getting timely answers to medical questions by email (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)

9. How You Can Report Survey Results • Which scores will you use? • How will you display them?

10. 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

11. Display Strategies for Clinician & Group Survey Measures • Bar charts • Stars • Word icons

12. Example of Bars: MyCareCompare(Detroit area)

13. Example of Bars: MNHealthscores

14. Example of Stars: Massachusetts Health Quality Partners

15. Example of Word Icons

16. Presenting Survey Results Alongside Clinical Quality Scores

17. 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?

18. Where Can You Get Help? • CAHPS Web site: http://www.cahps.ahrq.gov • TalkingQuality and the Report Card Compendium: http://www.talkingquality.ahrq.gov • Other AHRQ resources: http://www.ahrq.gov/qual/value/localnetworks.htm • Robert Wood Johnson Foundation: http://www.rwjf.org • Informed Patient Institute: http://www.informedpatientinstitute.org