Quality Measures

Where do the patient survey ratings come from?

We use three kinds of surveys to compute our Patient Experience measure. These surveys are overseen by the Agency for Healthcare Research and Quality (AHRQ), and are kinds of Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys. We picked them because they:

  • Ask consumers and patients to report on their experiences with healthcare.
  • Cover topics that are important to consumers.
  • Focus on those parts of quality that consumers can best assess, such as how well providers talk with patients and how easy it is to get care.

Specifically, the data we use come from the 7/1/2015 - 6/30/2016 versions of the following surveys:

  1. The Hospital CAHPS: These are random surveys of adult patients who've been discharged from a hospital. The surveys are distributed within 48 hours to 6 weeks of the patient leaving the hospital. We focus on measures regarding the patients' feelings on provider communication, pain management, care transition, and the responsiveness of hospital staff.
  2. The Clinician & Group CAHPS: These surveys measure patient feelings about getting care from a provider like a doctor, nurse practitioner or physician assistant in an office setting. We use the measure that is the full patient score for a provider.
  3. The Patient-Centered Medical Homes CAHPS: These surveys measure the care experience for patients in a patient-centered medical home (PCMH). We use the measure for overall patient rating of a provider.

Visit the AHRQ website on CAHPS for more information.