Patient satisfaction is a key element in providing the best quality care possible. Satisfied patients have a sense of wellbeing and support from their providers, are more likely to adhere to their treatment plan, and are more likely to recommend our health centers to family and friends. So it’s no surprise that RPCN invests both money and staff time in measuring patient satisfaction. This measurement also helps us understand where we need to do better and whether we’re improving in aspects of patient satisfaction.
Each quarter, we distribute a satisfaction survey that asks patients to report about their experience with the last provider they saw and their overall experience at our Centers. This survey is called the Consumer Assessment of Healthcare Providers and Systems (CAHPS®). Designed by the National Committee for Quality Assurance (NCQA), it’s the same survey that 101,953 patients receive nationally from other providers.
This year, July 1, 2016 – June 30, 2017, the adult medical version of the survey was mailed to patients seen at Rushville Family Health Center and Utica Community Health Center. Because it’s a new site, Valley Family Health Center’s patients were sent surveys for the first two quarters of 2017. There are currently five focus areas for the adult health survey:
3. Self-management support
4. Provider discussion about mental/emotional health
5. Office staff
Responses for each focus area are combined into an average score for each area. RPCN uses the results of the national average as a benchmark. Below are bar graphs comparing the results for our sites vs. the national benchmark. The blue bars show the RPCN scores while the red bars show the national average.
For Rushville Family Health Center patients, you can see that in two of the five focus areas, a greater share of Rushville patients are satisfied than all patients nationally. These areas self-management support (providers giving patients help taking care of themselves) and providers paying attention to patients’ mental and emotional health. In the areas of provider communication and office staff being helpful, courteous, and respectful, Rushville patients were just as satisfied as patients across the nation. Fewer Rushville patients were satisfied with access (getting timely appointments, care, and information) as compared to the national average.
Scores show that a greater share of Utica patients are satisfied than those in the national sample. These areas of higher satisfaction include self-management support (providers giving patients support for them to take care of themselves) and providers paying attention to patients’ mental and emotional health. In three focus areas, a smaller percentage of Utica patients reported being satisfied than the national group. These include: getting timely appointments, care, and information; provider communication with patients; and office staff being helpful, courteous, and respectful.
In all five areas, a larger percentage of Valley Family Health Center patients were satisfied than all patients nationally. It is important to note that being the newest health center, Valley providers saw more new patients. Additionally, Valley’s is a smaller sample of patients than Rushville or Utica, and its results are subject to greater error.
RPCN administrative staff will be tallying the results from the child health and dental surveys to report results. Staff and transformation teams will be further analyzing all survey results to identify priorities for improvement and to test changes in workflow.