Capturing Patient Experience2023-02-23T15:02:31-05:00

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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.

Measuring and reporting on patient experience has been MHQP’s core work for most of our history.  Our signature program is the only statewide patient experience survey of primary care patients in Massachusetts, which asks patients about their experiences with their own doctor or their child’s doctor, as well as other staff in those doctors’ offices, across nine performance categories. In 2019, we also added to our portfolio a patient experience survey of Medicaid recipients in partnership with MassHealth.

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

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, MHQP’s consumer-facing website. One of the “best-kept secrets” in Massachusetts healthcare, this site provides detailed patient experience results

Assessing Patient Experience Among MassHealth Members
(2017 - 2022)

MHQP was selected as the vendor to conduct statewide patient experience surveys of people insured through the Massachusetts Medicaid program, MassHealth, and participating in the new Accountable Care Organization (ACO) and Community Partners (CP) programs. The value-based program includes patient experience as one of the metrics on which ACOs will be measured. The contract  focuses on three

MassHealth Patient Experience Pilot Survey

MHQP conducted a large-scale pilot survey of Medicaid patient care experiences in the ambulatory practice setting.  The pilot surveyed over 45,000 MassHealth members who had at least one outpatient visit with a primary care provider in the preceding twelve months.  The goals of the project were to:

  • assess the methodological and operational feasibility of including the Medicaid

Statewide Hospital Patient Experience Survey
(1996 - 1998)

This was the project that spawned the creation of MHQP.  Then known as the Massachusetts Health Quality Partnership, MHQP was formed in 1995 by a coalition of health, business and government leaders in Massachusetts to develop healthcare performance measurement initiatives to meet public accountability needs. With a wide call for increased transparency on healthcare performance in Massachusetts,

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