Measuring Patients’ Experiences with Care: Practical and Policy Issues Debra Ness Co-Chair, Consumer-Purchaser Disclosure Project President, National Partnership for Women & Families Peter V. Lee Co-Chair, Consumer-Purchaser Disclosure Project CEO, Pacific Business Group on Health Invitational Working Session July 12, 2007

2 © Consumer-Purchaser Disclosure Project, 2007 Agenda Welcome and Introductions –Debra Ness, Disclosure Project and NPWF Importance of Measuring Patients’ Experiences with Care –Peter Lee, Disclosure Project and PBGH Measuring Patients’ Experiences with Care: An Overview –Dale Shaller, National CAHPS Benchmarking Database Regional Initiatives Using Patient Experience to Assess Physician Performance –Todd Osbeck, Priority Health –Ted vonGlahn, Pacific Business Group on Health –Melinda Karp, Massachusetts Health Quality Partners Models for Widespread Adoption of Measuring Patients’ Experiences with Physicians and Roundtable Discussion –Robert Krughoff and Paul Kallaur, Center for the Study of Services/Consumers’ CHECKBOOK

3 © Consumer-Purchaser Disclosure Project, 2007 Measuring Patient Experience: Why is It Important? Key element to understanding health care quality –IOM’s six Aims (safe, timely, effective, efficient, equitable, patient-centered) Consumers care Providers care Room for improvement, variation exists Patient-centered care leads to better care and outcomes Core building block for reforming payments to link to performance

4 © Consumer-Purchaser Disclosure Project, 2007 Patients Want to Know Other Patients’ Experiences…in Hospitals WebMD What Matters to Consumers When Selecting a Hospital, 2005 Of those who needed hospital care, 75.5% wanted to know satisfaction

5 © Consumer-Purchaser Disclosure Project, 2007 Patients Want to Know Other Patients’ Experiences…with Doctors

6 © Consumer-Purchaser Disclosure Project, 2007 …But are Having a Difficult Time Getting the Information BlueCross BlueShield Association Consumer Preferences and Usage of Healthcare Information, November 2006

7 © Consumer-Purchaser Disclosure Project, 2007 BlueCross BlueShield Association Consumer Preferences and Usage of Healthcare Information, November 2006 Consumers Have a More Difficult Time Finding Quality Information

8 © Consumer-Purchaser Disclosure Project, 2007 Not Many Physicians Have Access to Patient Survey Data

9 © Consumer-Purchaser Disclosure Project, 2007 Room for Improvement -- US Lags Behind Other Countries in Patient-Centered Care

10 © Consumer-Purchaser Disclosure Project, 2007 Variation in patient-centered care exists in US: Medicare patients who are positive about their provider’s listening and explaining skills ranges from 63% to 75% by state, greater variation among doctors The Commonwealth Fund State Scorecard on Health System Performance, 2007

11 © Consumer-Purchaser Disclosure Project, 2007 Effective Physician-Patient Communication Leads to Better Care and Outcomes Adherence to medication regimen Positive effects on outcomes (e.g., emotional health, symptom resolution, pain control) Evidence of fewer diagnostic test and referral (up to 50% decrease) Improved patient and physician satisfaction

12 © Consumer-Purchaser Disclosure Project, 2007 For Some Physicians Patient Experience Results Impact Compensation

13 © Consumer-Purchaser Disclosure Project, 2007 The Consumer-Purchaser Disclosure Project is a coalition more than 50 of the nation’s leading consumer, labor, and employer organizations that are working to advance publicly reported, nationally standardized measures of clinical quality, efficiency, equity, and patient centeredness for health plans, hospitals, medical groups, physicians, other providers, and treatments. The Disclosure Project is supported by financial and in-kind support of participating organizations and by financial support from the Robert Wood Johnson Foundation. Previous Discussion Forums are available at: Medicare’s Physician Performance Agenda: Understanding Next Steps and Shaping the Future Course – February 28, 2007 Using Electronic Data to Assess Physician Quality and Efficiency – September 29, 2006 Provider Payments: How They Work, Implications for Cost & Quality, and Creating a Consumer/Purchaser Policy Agenda – July 26, 2006 Cost/Price Transparency – May 25, 2006 About the Disclosure Project