Descriptions
Monitors patient experience through:
A. Quantitative data. Conducts a survey (using any instrument) to evaluate patient/family/caregiver experiences on at least three dimensions such as: access; communication; coordination; whole person care, self-management support and comprehensiveness.
B. Qualitative data. Obtains feedback from patients/families/caregivers through qualitative means.
The practice gathers feedback from patients and provides summarized results to inform quality improvement activities. Patient feedback must represent the practice population including all relevant subpopulations) and may not be limited to patients of one clinician (or several) or to data from one payer (of several), or to data from one payer (of several).
a. The practice (directly or through a survey vendor) conducts a patient survey to assess the patient/family/caregiver experience with the practice. The patient survey may be conducted as a written questionnaire (paper or electronic) or by telephone, and includes questions related to at least three of the following categories:
- Access (may include routine, urgent and after-hours care).
- Communication with the practice, clinicians and staff (may include "feeling respected and listened to" and "able to get answers to questions").
- Coordination of care (may include being informed and up to date on referrals to specialists, changes in medications and lab or imaging results).
- Whole-person care/self-management support (may include provision of comprehensive care and self-management support; emphasizing the spectrum of care needs, such as mental health, routine and urgent care, advice, assistance and support for changing health habits and making health care decision).
b. Qualitative methods (e.g., focus groups, individual interviews, patient walkthrough, suggestion box) are another opportunity to obtain feedback from patients. The practice may use a feedback methodology conducive to its patient population, such as "virtual" (e.g., telephone, videoconference) participation. Comments collected on surveys used to satisfy QI 04A do not meet this requirement.