1. Experience Survey Results CTC Practice Reporting Workgroup
2017 CAHPS PCMH Patient
Experience Survey Results
CTC Practice Reporting Workgroup
Marie Sarrasin
April 25, 2017

2. 2017 CAHPS Survey Topics CAHPS Adult Survey Version 3.0 Survey Profile
2016/2017 Medians and Targets
Cohort and Site Results
Summary
Questions

3. CAHPS Version 3.0
Version 3.0 of the CAHPS PCMH Survey released in June 2015
Version 3.0 includes the following domains:
*Access - revised
*Communication - revised
*Office Staff
Care Coordination - new
Self-Management
Total number of core questions was reduced from 52 to 37
Look-back period is 6 months
*contract measures

4. 2017 Adult Survey Conducted in November, 2016 – January, 2017
Mixed mode – 1 survey mailing, 5 follow-up phone calls
English and Spanish
Oversampling at sites with low response rates
Same survey vendor as 2016, comparative contract scores
Adults age 18 and older

5. 2017 Adult Survey Thirty seven (37) sites
13,529 patients randomly selected to participate
per site
3,857 completed surveys
2,196 mail surveys
1,661 phone surveys
Response rate: 26.9% overall
2016 rate: 25.3% overall

6. Patient Demographics
2017 patient respondent demographics compared with 2016 survey
2016 Survey
2017 Survey
Age >55
58.8%
53.2%
Gender – Female
62.7%
63.3%
Education High School +
58.5%
55.2%
Race – White
77.8%
68.6%

7. Access and Communication Composites
CAHPS 3.0 Survey updated Access and Communication Composites
One question from Access 2016 dropped
Two questions from Communication dropped

8. Access and Communication Composites
For a fair comparison, RIQI recalculated 2016 Access and Communication scores using the 2017 composite:
Access median increased from 62% to 69%
Communication median increased from 84% to 86%
Targets were increased to match medians

9. CAHPS Version 3.0 Access Composite
Survey Version
Q6  Always obtained appt. for urgent care as soon as needed
Q9  Always obtained appt. for check-up or routine care as soon as needed
Q14  Always received same day response to phone calls made during regular office hours
Q16  Always received a response as soon as needed to phone calls made after regular office hours
Q18  Always saw provider within 15 minutes of appointment time
Median score
Target
2016 CAHPS Access
Yes
61%
2016 CTC Access No
62%
60%
Re-calculated 2016 CTC scores using CAHPS 2017 Access composite
69%

10. CAHPS Version 3.0 Communication Composite
Survey Version
Q12 Provider always explained things in way that was easy to understand
Q20 Provider always listened carefully to you
Q22 Provider always gave you easy to understand information about health questions or concerns
Q23 Provider always seemed to know the important information about your medical history
Q24 Provider always showed respect for what you had to say 
Q25 Provider always spent enough time with you
Median score
Target
2016 CAHPS Communication
Yes
84%
 84%
Re-calculated 2016 Communication No
86%

11. Access & Communication Score Distribution 2016 v 2017
Comparison of original CTC Access 2016, re-calculated CTC Access and 2017 score
Original CTC 2016 Quartile Range
2016 # Practices in Quartile
Re calculated 2016 Quartile Range
2017 Quartile Range
2017 # Practices in Quartile
25th percentile or less 19 10
25-50th percentile 17 18 9
50th-75th percentile
75th percentile and over 15
Median
62.0 71
69.1
68.1 37
Comparison of original CTC Communication 2016, re-calculated CTC Communication and 2017 score
Original CTC Quartile Range
Recalculated 2016 Quartile Range 11 8 16 20
84.1
86.1

12. 2014-5 Contractual Performance Standards
2017 Contractual Standards
Contractual Performance Standards
Contractual Performance Standards
Practices must pass Access “gate” measure
Two methods for achievement
Method 1 – Meets or exceeds Access target and meets or exceeds Communication OR Office Staff
Method 2 - Does not meet Access target but improves score by 2.5 from prior years score and meets or exceeds Communication AND Office Staff
Measure
2016 Target
2017 Target
Access
60%
69%
Communication
84%
86%
Office Staff
76%

13. Results – Performance Groups

14. Results – 50%> Medicaid vs Not 50%> Sites

15. 2015 Top Performers Comm. Office Staff Wickford Family Medicine 99.1
Site
Access
Comm.
Office Staff
Wickford Family Medicine
99.1
Barrington Family Medicine
98.2
Solmaz Behtash
100
North Kingstown Family Practice
94.8
John Chaffey
97.3
John Chaffey DO LTD.
93.2
87.8
96.3
Internal Medicine Partners
89.3
84.8
Coventry Primary Care Associates, Inc.
96.2
88.6
83.1
94.6
Richard M Del Sesto
88.5
82.9
CNE Medical Group - Arcand Family Medicine
93.5
84.5
81.4
Primary Care of Barrington
82.3
PCHC - Prairie
92.5
SCHS - Tiverton Family Practice
81.9

16. Sites with Greatest Improvement
2016 Access
2016 Access Recalculated
2017 Access
Difference 2016 recalculated and 2017
CNE Medical Group - Arcand Family Medicine
60.7
71.0
81.4
10.4
PCHC-Prairie
60.1
71.1
10.3
CCAP: Family Health Services - Cranston
47.8
51.5
59.2
7.7
Coventry Primary Care Associates, Inc.
73.2
76.7
83.1
6.4
SCH - Primary Care Family and Internal Medicine-Wakefield
62.1
64.3
69.1
4.8
Wickford Family Medicine Ideal Medical Practices
96.6
95.5
99.1
3.6
Charter Care Medical Associates
64.2
74.8
77.2
2.4
SCHS - Linden Tree Family Health Center
37.4
46.4
48.6
2.2
Site
2016 Communication
2016 Communication Recalculated
2017 Communication
Difference 2016 Recalculated and 2017
PCHC- Chad Brown
59.22
61.3
76.8
15.6
SCHS - Linden Tree Family Health Center
72.36
75.2
86.2
11.0
PCHC- Chafee
64.71
65.4
74.8
9.3
PCHC- Prairie
65.98
69.3
78.6
PCHC- Central
69.68
71.5
7.1
SCHS - Family Medical Middletown
82.20
87.1
91.3
4.2
Solmaz Behtash - Ideal Medical Practices
92.35
92.3
96.3
4.1
Primary Care of Barrington - Ideal Medical Practices
87.56
89.8
93.5
3.6

17. Sites with Greatest Improvement
2016 Office Staff
2017 Office Staff
Difference
PCHC - Chad Brown
50.0
74.1
24.1
CharterCARE Medical Associates
59.2
77.8
18.6
John Chaffey DO LTD.
78.9
93.2
14.4
Solmaz Behtash - Ideal Medical Practices
86.9
100
13.1
SCHS - Linden Tree Family Health Center
49.5
61.7
12.2
SCHS - Family Medical Middletown
71.1
81.4
10.3
Women's Medicine Collaborative
64.6
74.4
9.8
CNE Medical Group - Brookside Family Medicine
63.5
71.7
8.2
Plan
2016 Self Management
2017 Self Management
Difference
PCHC - North Main
50.9
71.5
20.6
Richard M. Del Sesto M.D., M.S.
43.1
62.5
19.4
PCHC - Central
36.9
54.9
18.0
SCHS - Family Medical Middletown
48.3
65.3
17.1
SCHS - Tiverton Family Practice
43.4
60.0
16.6
PCHC - Crossroads
63.5
77.0
13.5
PCHC - Prairie
28.8
42.2
13.3
Women's Medicine Collaborative
52.8
65.7
12.9

18. Summary CAHPS Version 3.0 substantially different from previous
Access – removal of “after hours response” and “15 minute wait time” improved scores
Communication – removal of “easy to understand information about health concerns” and “always seemed to know important information about medical history” improved scores

19. Summary
Consistent with the CAHPS Consortium’s analyses of CG-CAHPS 2.0 data from the 2014 CAHPS Clinician & Group Survey Database, which indicates that the access and communication composite measures have higher scores on the 3.0 version than on the 2.0 version of CG-CAHPS

20. Questions
What do these analyses say about patients’ concerns about providers?
How actionable is this data?
Is this the best measure of RI’s patient experience?

21. 2017 CAHPS Child Survey CAHPS Survey Version 3.0 Survey Profile
Cohort Results
Summary
Questions

22. CAHPS Child Version 3.0 Version 3.0 includes the following domains:
Access - revised
Communication - revised
Office Staff
Care Coordination - new
Child Development- revised (PCMH Item Set)
Child Prevention – revised (PCMH Item Set)
Total number of core questions was reduced from 62 to 49
Look-back period is 6 months

23. 2017 Child Survey Nine (9) sites
3,949 patients randomly selected to participate
per site
854 completed surveys
437 mail surveys
417 phone surveys
Response rate: 21.9% overall

24. Patient Demographics 2017 Parent/Respondent demographics 2017 Survey
Education High School +
77.3%
Gender – Female
89.2%
Race – White
68.6%
Under 18-24
4.5%
25-34
23.3%
35-44
39.5%
45-64
4.1%

25. PCMH Kids Results

26. PCMH Kids Results

27. PCMH Kids Access Results

28. PCMH Kids Communication Results

29. PCMH Kids Office Staff Results

30. PCMH Kids Care Coordination Results

31. PCMH Kids Child Development Results

32. PCMH Kids Child Prevention Results

33. Summary First Year All Sites Participated
No Version 3.0 national results to compare
More to Come
Questions?