Doctor using stethoscope with young girlPatient Experience Survey (PES) Program

The patient’s experience is an important factor in determining the quality of health care. MHQP has been a leader in measuring patients’ experiences since 2005, when we released our first Patient Experience Survey (PES) report. We are the only independent organization in Massachusetts to survey and publicly report information about the patient experience.

Doctor's offices can use our PES information to improve the quality of care in their offices. Patients can use the survey results to start a conversation with their doctor about the care they receive, or use the results when they are choosing a new doctor’s office. Since MHQP started reporting statewide patient experience survey results, quality of care in the state has steadily improved.

The survey currently is supported by health plans, provider organizations, and state agencies that are committed to supporting patient- and family-centered care. The survey asks patients how well their doctor communicates with them, schedules and coordinates care, and knows them as an individual. The survey also asks about access to and timeliness of care, the quality of care from other office staff, and the patient’s willingness to recommend the doctor’s office to others.

MHQP’s Patient Experience Survey is a version of the CAHPS Clinician Group survey, which was developed by the Agency for Health Care Research and Quality and is recognized as the national standard for the measurement of patients’ ambulatory care experiences.

MHQP continues to improve the patient survey and is exploring new surveying methods. In our efforts to systematically capture the patient voice, through support from the Center for Healthcare Transparency (CHT), MHQP and California Healthcare Performance Information System (CHPI) conducted this important study evaluating new methods of surveying. New England Quality Care Alliance, Reliant Medical Group, Steward Health Care System and UMass Memorial Health Care participated in this nationally funded project. We are pleased to share results of the pilot study.  

MHQP publishes Patient Experience Survey data annually on healthcarecompassma.org. For more information about the Patient Experience Survey Program, contact Amy Stern at astern@mhqp.org.  

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