Physician Groups’ Use of Data from Patient Experience Surveys

Background In Massachusetts, physician groups’ performance on validated surveys of patient experience has been publicly reported since 2006. Groups also receive detailed reports of their own performance, but little is known about how physician groups have responded to these reports. Objective To exa...

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Bibliographic Details
Published in:Journal of general internal medicine : JGIM 2011-05, Vol.26 (5), p.498-504
Main Authors: Friedberg, Mark W., SteelFisher, Gillian K., Karp, Melinda, Schneider, Eric C.
Format: Article
Language:English
Subjects:
Biological and medical sciences
General aspects
Group medical practice
Group Practice - organization & administration
Group Practice - standards
Health Care Surveys - methods
Health participants
Humans
Internal Medicine
Massachusetts
Medical sciences
Medicine
Medicine & Public Health
Miscellaneous
Original Research
Patient Education as Topic - methods
Patient Education as Topic - standards
Patient Satisfaction
Physician-Patient Relations
Physicians
Polls & surveys
Public health. Hygiene
Public health. Hygiene-occupational medicine
Quality of care
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Summary:Background In Massachusetts, physician groups’ performance on validated surveys of patient experience has been publicly reported since 2006. Groups also receive detailed reports of their own performance, but little is known about how physician groups have responded to these reports. Objective To examine whether and how physician groups are using patient experience data to improve patient care. Design and Participants During 2008, we conducted semi-structured interviews with the leaders of 72 participating physician groups (out of 117 groups receiving patient experience reports). Based on leaders’ responses, we identified three levels of engagement with patient experience reporting: no efforts to improve (level 1), efforts to improve only the performance of low-scoring physicians or practice sites (level 2), and efforts to improve group-wide performance (level 3). Main Measures Groups’ level of engagement and specific efforts to improve patient care. Key Results Forty-four group leaders (61%) reported group-wide improvement efforts (level 3), 16 (22%) reported efforts to improve only the performance of low-scoring physicians or practice sites (level 2), and 12 (17%) reported no performance improvement efforts (level 1). Level 3 groups were more likely than others to have an integrated medical group organizational model (84% vs. 31% at level 2 and 33% at level 1; P 
ISSN:0884-8734
1525-1497
DOI:10.1007/s11606-010-1597-1