Robert F. Forman, Ph.D.

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Patient Feedback A Performance Improvement System
Robert F. Forman, Ph.D. Treatment Research
Institute Center for Studies of
Addiction University of Pennsylvania AHSR
Conference October 7, 2004
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IOM to Field Bridge the Gap (Lamb, et al.,
1998)

• Clinical Trials Network (CTN)
• Sanctity of Data
• Providers Census, finances, and?
• Performance improvement
• JCAHO CARF
  Accreditation
• Developed
  Patient Feedback

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The Patient Feedback System
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Pilot Feasibility Sites

• CTN infrastructure
• Piloted at 1 stressed site
• Shakedown cruise
• 6 feasibility sites
• 6-month study
• 12-month sustainability study

NYU - LESC
NYU - ARTC
Harvard - Adcare
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Feedback Survey

• 12 Items
• CALPAS
• ECHO
• Demographics
• Substance Use

Gaston, L. (1991). Reliability and
criterion-related validity of the California
Psychotherapy Alliance Scalespatient version.
Psychological Assessment, 3, 68-74 Shaul, J.A.,
Eisen, S.V., Clarridge, B.R., Stringfellow, V.L.,
Fowler, F.J., Cleary, P.D. (2001). Experience of
Care and Health Outcomes (ECHO) Survey Field Test
Report Survey Evaluation Survey Evaluation.
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Ratings ? Feedback Reports
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• All data are
• De-identified
• Available in 1 hr
• Clinic-wide Reports Printed Distributed
• Monthly team meetings
• Caseload Reports Viewed privately
• Shared voluntarily

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The Feedback Website
06_04_04.xls
06_04.04.xls
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Clinician Resources

• gt70 handouts
• Structure group sessions
• Therapy manuals
• Content review board

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Patient Feedback Manual
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Patient Feedback Manual

• Practical
• User-friendly
• Non-academic
• Brief (lt 20 pages)

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• e-Newsletter
• Actual clinic data
• Social recognition
• Community

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• Protocol procedures

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• Online Resources
• Spotlight handouts
• Other websites
• Clinical tools

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• Data interpretation
• Pragmatic
• Non-technical
• Brief

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Patient Feedback Team
Chris Petro
Ovgu Kaynak
Melissa Clymer
Bob Forman
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Eva Kohegyi
Tom McLellan
Paul Crits-Christoph
George Woody
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Patient Feedback Overview
http//dmu.trc.upenn.edu/patientfeedback ID
pfguest Password pfguest
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Web Click Data
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• Staff Measures
• Clinic Clinician Characterization (pre)
• Leader/Member Exchange (7 items
  pre/post)
• Minnesota Satisfaction Questionnaire (20
  items pre/post)
• End User Satisfaction Survey (12 item - post)