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Please keep your phone lines muted
We have planned time for questions
At any time feel free to submit questions using the chat feature and we will be sure to answer your questions

3. Consumer Assessment of Healthcare Providers & Systems (CAHPS) Survey
November 28th 2017
Presentation

4. Millennium MPA Activity
Participate in MCC trainings/work sessions on CG-CAHPS survey measures
Develop and implement workplan to improve results
Revise patient-facing materials
Substantiation
Minutes from working sessions
Workplan
Revised patient-facing materials

5. DSRIP Calendar MY4 DY3 MPA Period April 1, 2017 – June 30, 2018
July 1, 2017 – June 30, 2018
DY3
April 1, 2017 – March 30, 2018
Demonstration Year (DY)
Measurement Year (MY)
MPA Period
April 1, 2017 – June 30, 2018

6. CG-CAHPS PPS Overview
The Clinician & Group (C&G) CAHPS survey was designed to assess patient’s experiences with their health care providers.
Questions address domains of patient experience:
Timeliness of appointments
Care & Information
Communication with doctors
Overall Satisfaction
18 Supplemental questions:
Care Coordination
Health Promotion
Health literacy
The DOH administers a CG-CAHPS survey annually for each PPS
Select questions from the survey are revenue generating quality measures for the PPS
Measures are fully P4P in MY4
Previously P4R

7. CG-CAHPS PPS Measures * Indicates a composite measure
** Indicates a high performance measure
*** Indicates a measure that will support the initiatives outlined in the MPA pertaining to CVD best practices
Measure
Metric
Definition
MPA
Q.6,8,10*
% w always/usually timely access*
% with always/usually timely access
Q 13, 22, 24*
% w care coordination*
% w care coordination provider knows history, follow up of test results, Rx med review
Q.3
% w 1+ year provider relationship
% with 1+ year provider relationship
Q.2
% w usual source of primary care
% usual source of Primary Care
Q.33
% smokers discussed cessation meds
Patients must indicate on mailed survey that they discussed cessation medications with provider.
***
Q.30
% w flu shots, 18-64
Survey Respondents y , yes to flu shots
Q.34**
% smokers discussed cessation strategies**
Patients must indicate on mailed survey that they discussed cessation strategies with provider.
Q.35
% w aspirin use
Responses of taking aspirin daily - for men y with at least one CV risk factor, Men years (all), and women y with at least two CV risk factors
Q.37
% w discussion of aspirin use
Responses of discussion of risk and benefits of Aspirin with PCP - for men y with at least one CV risk factor, and women y with at least two CV risk factors
Q.32
% smokers advised to quit
Patients must indicate on mailed survey that they were advised to quit smoking by provider.
Q.19
% w always/usually request to restate follow-up care
% w always/usual request to restate follow up (Health Literacy)
Q.18
% w always/usually understanding of follow-up care
% always/usual understanding of follow up (Health Literacy)
Q.20
% w always/usually understanding of what to do if problem
% w always/usual understanding of what to do(Health Literacy)

8. Millennium Strategy for MY4 CAHPS
Review high performance measures
Deliver a patient experience “toolkit” to practices
Develop a workplan collaboratively with practices
Incorporate changes to improve patient experience
Review office forms/phone message/CVS language as needed
Incorporate Millennium signage that draws awareness to select measures

9. Tools to Educate

10. Survey Focus Areas 1. Patient Experience Access 2. Quality of Care
Aspirin
Flu shot
3. Health Literacy
Teach back
Patient-facing materials

11. Survey Patient Experience
When you contact this provider’s office to get an appt for care that you needed right away, how often did you get an appt as soon as you needed?
When you made an appt for a check up or routine care, how often did you get an appt as soon as you needed?
When you contacted this provider’s office during regular office hours, how often did you get your medical question answered the same day?
How often does your provider seen to know about your health history?
Did your provider explain what to do if this illness or health condition got worse or came back?

12. Survey Quality of Care Did your provider discuss:
Medication to assist you with quitting smoking or using tobacco?
Getting a flu shot?
Non-medication strategies to quit smoking?
Daily aspirin use?

13. Survey Health Literacy
Did your provider ask you to describe how you were going to follow instructions? (Teach back)
Were these instructions easy to understand?
Did your provider explain what to do if this illness or health condition got worse or came back?

14. Training Request Form

15. PCP Patient Experience Toolkit
Includes resources for practices to enhance their patients’ experience with their office
Suggestions to make user friendly changes to phone system, forms
Sample materials
Materials for waiting rooms and patient rooms
Training request form

16. Patient Facing Materials

17. Patient facing materials

18. Workplan
Practices will be expected to complete a workplan with their Millennium relationship manager
Workplan will be reviewed in late spring of 2018
A template will be provided after this presentation

19. Workplan Template DSRIP Year 3 Partner Organization Work Plan
Practice Transformation Patient Experience & Health Literacy
Workplan strategies for improved patient experience-must choose one additional activity
Activities
Commitment to Complete (Y/N)
Estimated Completion Date
Status at Final Check-In
Comments/Notes
1.1 Revise patient forms to improve readability
1.2 Add Language to Visit Summary
1.3 Add health literacy focused brocures/posters to patient areas
REQUIRED
1.4 Phone Access
1.5 Revise Phone Script
1.6 Revise Script Summary

20. Next Steps
Relationship Managers will be scheduling meetings in December to help you get started on your workplan
Complete your workplan and send back to your relationship manager
Review the training request form and select any additional training that your organization is interested in. Return the form to your relationship manager no later than 1/15/2018

21. Next Webinar What -Performance Reporting When- December 18th @ 8:00am
Where- Webinar format
*Look for the invitation in your inbox shortly

22. Contact
Questions?