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NFP Groups Release CA Patient Experience Rankings

Cheryl Clark, for HealthLeaders Media, January 9, 2014

The questionnaire closely resembles the Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) and the Hospital Consumer Assessment of Healthcare Providers and Systems surveys used by the Centers for Medicare & Medicaid Services to chart experiences Medicare patients have in acute care and physician practice settings, and which is required for public reporting by the Patient Protection and Affordable Care Act on Hospital Compare and Physician Compare.

Consumer Reports lent its proprietary ratings system to the project.

Indicators of poor patient experience came in response to two questions: "How often did you see your doctor within 15 minutes of your appointment time (including time spent in the waiting room and the exam room)," and "How often did your doctor seem informed and up-to-date about the care you received from other doctors," in which only 36% and 54%, respectively, said "always."

Those responses indicate practices in general may have a lot of work to do to understand how they can improve their care for their patients, Santa says.

On the other end, patients expressed the best experience in response to the questions: "How often did your doctor show respect for what you had to say?" (84% replied "always"), "How often did your doctor listen carefully to you?" (80% replied "always), and "How often did your doctor explain things in a way that was easy to understand?" (79% replied always).

The surveys were distributed to patients by a contracted survey vendor, with the consent of participating medical groups, to patients who had recently seen a provider in a particular group. CHPI collated the results.

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