analysis & commentary Measuring Patient Experience As A Strategy For Improving Primary Care

Abstract

Patients value the interpersonal aspects of their health care experiences. However, faced with multiple resource demands, primary care practices may question the value of collecting and acting upon survey data that measure patients' experiences of care. The Consumer Assessment of Healthcare Providers and Systems (CAHPS) suite of surveys and quality improvement tools supports the systematic collection of data on patient experience. Collecting and reporting CAHPS data can improve patients' experiences, along with producing tangible benefits to primary care practices and the health care system. We also argue that the use of patient experience information can be an important strategy for transforming practices as well as to drive overall system transformation. N ew models of organizing, delivering, and paying for primary care seek to improve the quality of care provided to patients and the experiences of clinicians. Meanwhile, research has shown that patients place much value on effective communication with their providers, the responsiveness of clinicians and staff to their needs, and an overall sense of being treated with care and respect.

Evaluation of the Consumer Assessment of Healthcare Providers and Systems In-Center Hemodialysis Survey

“…They found that racial/ethnic groups were more likely to regard cultural competency and the provision of a holistic approach to care as important to healthcare quality. Patient experience of care reflects the value of the interpersonal aspects of their health care experience and complements health-related quality of life evaluations in assessing care from the patient's perspective (18). Information derived from direct evaluation of patient experience of care can be used to identify areas for improvement and support changes in care provision with the aim of improving the overall quality of care for patients.…”

Evaluating the Content of the Communication Items in the CAHPS® Clinician and Group Survey and Supplemental Items with What High-Performing Physicians Say They Do

“…10,13,14 Patient-experience data can be important to system transformation when physicians and practice administrators use and act on the data. 9,12,15,16 CAHPS surveys were designed to use information from the patient's perspective on care to improve its quality and make it more patient focused. 17 The CAHPS surveys are now the US standard for information about patient experience of care because of their reliability, content, and validity.…”

“…This finding reinforces previous analyses of the effectiveness of patient surveys in QI, namely, that their usefulness depends on design, standardization, construct validity, reliability, and internal/external validity. 12,15 Hence, the initial corporate decision to administer the CG-CAHPS survey as a part of the data-monitoring system for PCMH and QI activities enabled the practice leaders at all levels at these FQHC sites to effectively act on their patient-experience data and make changes.…”

As Good As It Gets? Managing Risks of Cardiovascular Disease in California’s Top-Performing Physician Organizations

“…Interviews revealed that leaders believed that their organizations placed a strong emphasis on improving the collection and quality of key performance measures, primarily the HEDIS quality of care indicators and patient experience measures. 30 HEDIS data were described as central to directing the organization's foci for future improvement e orts.…”