Capturing Patient Experience2021-11-17T09:35:46-05:00

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Measuring and reporting on patient experience has been MHQP’s core work for most of our history. Healthcare quality is not only about how expertly doctors treat injuries and manage illnesses. It also is about the personal experiences of patients, beginning with the first phone call to make an appointment and everything that follows. Patient experience is everything that happens to a patient. It is the entire encounter from start to finish.

MHQP’s signature program is the only statewide patient experience survey of primary care patients in Massachusetts. The survey asks patients about their experiences with their own doctor or their child’s doctor, as well as other staff in those doctors’ offices. MHQP has sent this survey to 300,000 commercially-insured people every year since 2005. Each time, we hear from nearly 65,000 Massachusetts residents across nine performance categories.

In 2019, we also added to our portfolio a patient experience survey of Medicaid recipients in partnership with MassHealth. And in 2020, we partnered with Blue Cross Blue Shield of Massachusetts to field a first-in-the-nation survey of patients’ experiences with telehealth.

Here is a list of the posts on this site related to MHQP’s activities on patient experience:

Stepping Out of Silos to Tackle Disparities

Nearly 30 years ago, a Boston Globe Spotlight article highlighted “the worst hospitals” in Massachusetts based on high mortality rates. In the wake of that article, well before the measurement of healthcare quality was widely practiced and accepted, a forward-thinking group of healthcare, business and community leaders decided

Tackling Inequities in Pain Assessment and Management

(August 2022)

Historically marginalized communities are systematically undertreated for pain, and this issue disproportionately impacts Black women. While this fact is well established by research (1), we know very little about the specific barriers that Black women experience when they seek pain care.

To help identify opportunities to close this research gap

MHQP Confirms Significant Drop-Off in Key Preventive Care Measures During the Pandemic

(May 2022) Alarming declines in cancer screening procedures, routine tests for patients with diabetes, and childhood immunizations recorded 

Data released today by MHQP confirm what many providers and policymakers feared – that preventive care declined during the pandemic, especially for procedures that required patients to visit a clinical setting in person.

See a

MHQP Announces Winners of 2021 Patient Experience Awards

(January 2022) 

MHQP has announced the winners of the 2021 “MHQP Patient Experience Awards.” MHQP introduced this award program in 2018 as a way to recognize the primary care practices that perform highest on its annual Commercial Patient Experience Survey, the only statewide survey of patient experience in primary care in Massachusetts.

The

MHQP Using Artificial Intelligence to Make Patient Comments More Actionable

(December 2021)

Patient narratives – hearing feedback directly from patients in their own words – is perhaps the most powerful tool for healthcare practices to improve patient experiences. Qualitative feedback can provide personal insights and perspectives that no quantitative data can offer.

Recognizing this fact, MHQP took action a few years ago to

Statewide Patient Experience Survey (PES)
(2006 - Present)

For more than a decade, MHQP has helped healthcare provider groups in Massachusetts hear from patients through one of our most powerful tools, the Statewide Patient Experience Survey (PES). This time-tested and valued instrument captures feedback from a large sample of adult and pediatric patients across the state. MHQP has been a leader in measuring patients’ experiences

It’s Time We Started Collecting Data on People with Disabilities

By Barbra G. Rabson

(December 2021)

As a measurement organization, MHQP has a long track record for reporting comparative performance information to drive improvements in Massachusetts healthcare. We are now focused on reporting performance on health equity and are working to generate the data to enable us to do so. MHQP and our

What We Are Learning About Patient and Provider Experiences with Telehealth

By Barbra G. Rabson

(May 2020)

I have been amazed and inspired to see healthcare respond to the daily challenges presented by the COVID-19 pandemic. Crises have a way of opening new opportunities and presenting innovative solutions which were barely conceivable before. So I believe it is with telehealth.

As I wrote in a

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