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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:
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
MHQP Cancels 2020 Patient Experience Survey Due to Impact of Pandemic
(April 2020)
MHQP will not be fielding our annual survey assessing patient experiences in primary care this spring because of the COVID-19 outbreak. This was a difficult decision to make but one that we feel is right, given the current stress on our healthcare system. We are optimistic that we will resume fielding the survey again next year.
MHQP’s survey
Massachusetts Primary Care Providers Are Investing More Time with Patients on Behavioral Health Concerns
(January, 2020)
Results of MHQP’s Annual Statewide Patient Experience Survey Inform the Debate Over the Governor’s Proposal to Increase Spending in Primary Care and Behavioral Health.
Against the backdrop of a proposal from Governor Baker to increase the state’s investment in primary care and behavioral health services, MHQP has released the results of its annual survey assessing patient experiences in primary care
MHQP Announces Winners of 2019 Patient Experience Awards
(December 2019)
MHQP has announced the winners of the 2019 “MHQP Patient Experience Awards.” MHQP introduced this award program last year as a way to recognize the primary care practices that perform highest on its annual Patient Experience Survey, the only statewide survey of patient experience in primary care in Massachusetts.
MHQP received
MHQP’s Unique Data Sets Enable First-Time Look at Link Between Patient Engagement Activities and Patient Experience
(August 2019)
“To our knowledge, this is the first study of its kind to examine the relationship between patient engagement activities and patients’ reported experience of care,” say the authors of Patient Engagement Activities and Patient Experience: Are Patients With a History of Depression the Canary in the Coal Mine?, an article
Massachusetts Community Health Centers Excelling at Patient Experience
(May 2019)
Earlier this year, MHQP introduced the “MHQP Patient Experience Awards,” which recognized the 33 primary care practices throughout Massachusetts that performed highest on our annual statewide Patient Experience Survey. The winning practices are extremely diverse in size, structure and location, proving that patients can have great experiences in many different
The Link Between Patient Experience and Affordability: The Potential Power of Patients
By Barbra G. Rabson
(May 2019)
I’ve spent the last two decades of my career dedicated to measuring and improving patient experience and patient engagement and have always believed that listening to patients about their experiences can be our best path to improving our healthcare system. Recently, I’ve had the opportunity to see
MHQP Releases Results of Only Statewide Survey of Patient Experiences in Primary Care
(January, 2019)
For the 14th year, MHQP has released the results of its annual survey assessing patient experiences in primary care. This is the only publicly-reported statewide survey of patient experiences in Massachusetts.
The results of the survey are posted on www.HealthcareCompassMA.org, MHQP’s consumer-facing website. One of the “best-kept secrets” in Massachusetts healthcare, this site provides detailed patient experience results
What Does It Take to Deliver Exceptional Patient Experience in Primary Care?
(January 2019)
Is there a “secret sauce” behind exceptional patient experiences in primary care?
We spoke with the leaders of some of the 33 adult and pediatric practices that were recognized in 2018 as winners of the first annual MHQP Patient Experience Awards to understand what they do to deserve such high praise from their patients.
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Newton Wellesley Primary Care