Improving Patient Experience

1
Improving Patient Experience

• To Date
• 4 groups in first implementation collaborative
  2006-2007 improved across all 2008 P4P measures.
  Rating of all care improved 7.6, twice state
  average.
• Moved patient experience scores at practices up
  an average of 3 points within 9 months. Improved
  Staff Satisfaction over same time period.
• Documented key changes in change package
  published on web site www.calquality.org
• 7 groups in second implementation collaborative
  2008-2009supporting adoption of key changes
  (estimated 1.2 million HMO/PPO enrollees).
  Outcomes forthcoming.
• 6 groups in third implementation 2009-2010
  collaborative. Collaborative ends in June 2010.

2
Change in Patient Experience Results Change in
PAS MY2006 MY2007Implementation cycle 1
Participants Affinity, Greater Newport, Muir
Medical Group, Monarch
3
Cycle 1 Key Changes at the Practice

• Communication Techniques
• Negotiate the agenda with the patient at the
  start of each visit
• Make a personal connection through eye contact
  and demonstrate empathy through empathic
  statements
• Provide closure to the visit by summarizing next
  steps and action plan
• Coordination of Care
• Notify patients of all test results, whether
  positive or negative
• Review patients chart prior to starting the
  visit
• Regular Feedback
• Conduct regular practice team meetings and/or
  daily brief check-ins (huddles) and measure
  practice site satisfaction at least quarterly

4
Cycle1 Practice Level Results

• Study Design Matched control physicians within
  same IPA (n 12)
• Greater improvements in all communication and
  care coordination measures compared to controls
  (2-3 points)
• Physicians with Largest Gains
• Started with lower scores at baseline
• Demonstrated greater engagement as compared to
  controls (6 point gain)

5
Practice Level Result - cont

• Qualitative Results
• Semi-structured interviews with 10 of 12
  practices
• 100 believe they can sustain changes
• 80 believe staff satisfaction improved
• 80 believe practice culture improved
• 80 report improved personal job satisfaction
• 72 report improved relationship with IPA
• 71 reported that their practice is a better
  place to work than 12 months ago compared to 58
  pre-intervention

6
Change in Patient Experience Results for Cycle 1
MY 2007 MY 2008 Reporting Year