1. 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

2. 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. 3 Most Physician Quality Reports Offer Something for…Some of Us

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

5. 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. 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. 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. 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. 9 How You Can Report Survey Results Which scores will you use? How will you display them?

10. 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 11 th CAHPS User Group Meeting

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

12. 12 Example of Bars: MyCareCompare (Detroit area)

13. 13 Example of Bars: MNHealthscores

14. 14 Example of Stars: Massachusetts Health Quality Partners

15. 15 Example of Word Icons

16. 16 Presenting Survey Results Alongside Clinical Quality Scores

17. 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. 18 Where Can You Get Help? CAHPS Web site: http://www.cahps.ahrq.govhttp://www.cahps.ahrq.gov TalkingQuality and the Report Card Compendium: http://www.talkingquality.ahrq.gov http://www.talkingquality.ahrq.gov Other AHRQ resources: http://www.ahrq.gov/qual/value/localnetw orks.htm http://www.ahrq.gov/qual/value/localnetw orks.htm Robert Wood Johnson Foundation: http://www.rwjf.org http://www.rwjf.org Informed Patient Institute: http://www.informedpatientinstitute.org http://www.informedpatientinstitute.org