1. 2016 Patient Experience Survey Results Practice Reporting Workgroup
Marie Sarrasin
May 24, 2016

2. 2016 CAHPS Survey Topics Survey Overview
Change to Access Measure Calculation
CTC Performance vs. National Standard
Cohort Results
Practice Results
Summary

3. 2016 Survey Conducted in November-December 2015 CAHPS PCMH 2.0
NCQA certified vendor using NCQA and HEDIS approved methodology
Mixed mode – 1 survey mailing, 5 follow-up phone calls
English and Spanish
Oversampling at sites with low response rates
Same survey vendor as 2015, comparative

4. 2016 Survey Adults age 18 and older 75 sites
22,690 patients randomly selected to participate
per site
5,629 completed surveys
3,761 mail surveys
1,868 phone surveys
Response rate: 25.29% overall ( )
2015 rate: 31% overall
6 sites conducted the survey using a different vendor

5. 2016 Survey Composite measures Top box scores
Average of 2-6 questions related to a specific PCMH domain
Top box scores
Typically a single top or best choice for a yes/no question or a 4-point Likert scale

6. 2016 patient respondent demographics compared with 2015 survey
Patient Demographics
2016 patient respondent demographics compared with 2015 survey
2016 Survey
2015 Survey
Age >55
58.8%
60.8%
Gender – Female
62.3%
63.3%
Education High School + some college
66.8%
Race – White
77.1%
83.1%

7. 2014-5 Contractual Performance Standards
2016 Contractual Standards
Contractual Performance Standards
Contractual Performance Standards
Practices must pass Access “gate” measure
Two methods for achievement
Performance Level
Method 1
Method 2
Performance Year 1
Meets or exceeds Access target and meets or exceeds Communication OR Office Staff
Does not meet Access target but improves score by 2.5 from prior years score and meets or exceeds Communication AND Office Staff
Performance Year 2
A practice meets or exceeds the threshold for Access and meets/exceeds the threshold for three (3) of the following composite measures: Communication, Shared Decision Making, Self-Management, Comprehensiveness – Adult Behavioral Health, or Office Staff.
A practice does not meet the threshold, but improves their Access score by 2.5% from their prior year’s score and meets/exceeds the threshold for four (4) of the following composite measures: Communication, Shared Decision Making, Self-Management, Comprehensiveness – Adult Behavioral Health, or Office Staff.

8. 2014-5 Contractual Performance Standards
Contractual Standards
One target for all performance levels on each measure
Methods of achievement differ
Contractual Performance Standards
Measure
2016 Target
2015 Target
Access
60%
Communication
84%
Office Staff
76%
Shared Decision Making
68%
Self-Management
54%
51%
Comprehensiveness – Adult Behavioral Health
61%
57%

9. Survey Results – Contract Measures
Access Composite Change
2015 Contractual Performance Standards
Question 16 Removed in CTC Access Composite
In the last 12 months, when you phoned this provider’s office after regular office hours, how often did you get an answer to your medical question as soon as you needed?
56% sites scored higher in CTC Access than National
2016 Survey (and CG-CAHPS 3.0) excludes #16

10. Survey Results – Contract Measures
Access Composite Change
2015 Contractual Performance Standards

11. Results – National Comparison

12. Results – Performance Groups

13. Results – Most Improved
Communication
2015
2016
South County Family Medicine
79.2%
87.4%
8.2%
Thundermist CHC - West Warwick
76.7%
83.9%
7.1%
Women's Medicine Collaborative
78.3%
83.8%
5.5%
University Medicine - Aquidneck
82.9%
87.6%
4.7%
University Medicine - East Ave
79.3%
83.2%
3.9%
Family Health and Sports Medicine
85.8%
89.2%
3.4%
Memorial Hospital Internal Medicine Center
76.0%
79.4%
University Medicine - Governor St
87.3%
90.4%
3.1%
Coastal Medical, Inc - Greenville
81.7%
84.5%
2.8%
South County Internal Medicine
81.4%
84.1%
2.7%
Access
2015
2016
CCAP - Coventry
35.8%
58.8%
23.0%
CCAP - Cranston
31.8%
47.8%
16.0%
Thundermist CHC - Wakefield
40.2%
56.1%
15.9%
Stuart Demirs
76.4%
89.5%
13.1%
Richard M Del Sesto
70.2%
83.3%
South County Family Medicine
49.0%
61.1%
12.1%
Tri Town Community Action Program
35.5%
46.7%
11.2%
WellOne Primary Medicine - North Kingstown
54.6%
65.6%
11.0%
Thundermist CHC - West Warwick
40.3%
50.2%
9.9%
University Medicine - Aquidneck
60.4%
67.8%
7.4%
Shared Decision
2015
2016
CCAP - Coventry
59.1%
76.0%
16.9%
Stuart Demirs
63.6%
76.8%
13.2%
Kristine Cuniff
47.1%
59.3%
12.2%
Medical Associates of RI - East Providence
63.7%
74.3%
10.6%
EBCAP - Newport
60.3%
70.4%
10.1%
CCAP - Warwick
70.1%
9.8%
Associates in Primary Care Medicine
57.8%
66.7%
8.9%
University Medicine - Aquidneck
66.2%
74.5%
8.3%
South County Internal Medicine
58.4%
66.5%
8.1%
Coastal Medical, Inc - Hillside
52.2%
60.0%
7.8%
Self Manage
2015
2016
Kristine Cunniff
41.3%
54.9%
13.6%
Coastal Medical, Inc - Greenville
41.4%
53.6%
12.2%
Nardone Medical Associates
45.0%
55.3%
10.3%
Associates in Primary Care Medicine
57.5%
66.7%
9.2%
Medical Associates of RI - Bristol
53.3%
8.3%
Women's Medicine Collaborative
44.6%
52.8%
8.2%
Thundermist CHC - Wakefield
46.8%
54.7%
7.9%
Stuart Demirs
52.5%
60.3%
7.8%
Coastal Medical, Inc - Hillside
44.4%
51.9%
7.5%
South County Internal Medicine
40.1%
47.4%
7.3%

14. Results – Most Improved
Adult Behavior
2015
2016
CCAP - Coventry
55.7%
70.8%
15.1%
Women's Medicine Collaborative
52.0%
66.4%
14.4%
Internal Medicine Partners
66.7%
78.3%
11.6%
University Medicine - Aquidneck
56.9%
67.3%
10.4%
EBCAP - Newport
51.7%
60.4%
8.7%
Coastal Medical, Inc - Greenville
46.0%
54.0%
8.0%
EBCAP - East Providence
67.5%
74.2%
6.7%
Wood River Health Services
53.2%
59.5%
6.3%
South County Internal Medicine
51.1%
56.5%
5.4%
Blackstone Valley CHC
51.5%
56.2%
4.7%
Office Staff
2015
2016
CCAP - Cranston
37.5%
56.7%
19.2%
South County Family Medicine
63.9%
81.1%
17.2%
CCAP - Coventry
65.1%
76.0%
10.9%
University Medicine - East Ave
73.3%
84.0%
10.7%
CCAP - Warwick
59.7%
70.2%
10.5%
Anchor Medical Associates - Providence
67.3%
77.6%
10.3%
University Medicine - Barrington
59.8%
69.1%
9.3%
Coastal Medical, Inc - Hillside
68.5%
77.1%
8.6%
Memorial Hospital Family Care Center
59.4%
7.9%
University Medicine - Governor St
67.6%
74.1%
6.5%

15. Results – Top Performers
Access
Wickford Family Medicine
96.60%
North Kingstown Family Practice
92.41%
Stuart Demirs
89.54%
Solmaz Behtash, DO
87.30%
Barrington Family Medicine
87.20%
Richard M Del Sesto
83.32%
John Chaffey D.O. Ltd.
80.70%
University Medicine North Main Street
Primary Care of Barrington
80.17%
Communication
Wickford Family Medicine
97.28%
Coventry Primary Care Associates
97.08%
Barrington Family Medicine
96.48%
John Chaffey D.O. Ltd.
96.34%
Stuart Demirs
93.97%
University Internal Medicine
93.64%
SCH - Primary Care Family and Internal Medicine-Westerly
93.21%
Affinity - Primary Medical Group of Warwick
92.52%
Solmaz Behtash, DO
92.35%
SCHS - Tiverton Family Practice
92.15%
Shared Decision Making
Wickford Family Medicine
95.56%
Solmaz Behtash, DO
80.77%
North Kingstown Family Practice
76.81%
Stuart Demirs
Richard M Del Sesto
76.67%
CCAP - Coventry
76.04%
PCHC - Capitol Hill
75.82%
Coastal Medical, Inc - Narragansett
75.24%
WellOne Primary Medicine - North Kingstown
75.15%
SCH - Primary Care Family and Internal Medicine-Westerly
75.00%
Self Management
North Kingstown Family Practice
81.25%
Solmaz Behtash, DO
Barrington Family Medicine
80.77%
Wickford Family Medicine
67.67%
Associates in Primary Care Medicine
66.67%
Affinity - Arcand Family Medicine
66.30%
PCHC - Crossroads
63.50%
WellOne Primary Medicine - North Kingstown
62.64%
University Medicine - East Ave
62.30%
University Internal Medicine
61.03%

16. Results – Most Improved
Adult Behavioral
Office Staff
North Kingstown Family Practice
80.00%
SCH - Primary Care Family and Internal Medicine-Westerly
93.94%
Barrington Family Medicine
79.35%
WellOne Primary Medicine - Foster
92.78%
Internal Medicine Partners
78.32%
92.73%
Wickford Family Medicine
77.33%
Coventry Primary Care Associates
91.09%
PCHC - Crossroads
76.77%
Richard M Del Sesto
90.54%
Solmaz Behtash, DO
76.71%
Stuart Demirs
90.24%
CCAP - Warwick
75.08%
Ocean State Medical, LLC
89.68%
EBCAP - East Providence
74.16%
Coastal Medical, Inc - Wakefield
89.05%
Memorial Hospital Family Care Center
72.25%
87.62%
Anchor Medical Associates - Warwick
72.04%
University Medicine North Main Street
87.28%

17. Results – PCMH Kids

18. Results – PCMH Kids

19. Summary
What we know:
Sites performed better in CTC Access than National measure
CTC continues to perform well in Adult Behavioral – better than National for two years
National ahead of CTC in Office Staff
More to come..