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: