2017 Patient Experience Survey Results Released
In the nation’s largest and most comprehensive view of patient experience, 81 percent of Minnesota patients gave their health care provider a top rating of 9 or 10 on a 10-point scale. Two-thirds (66 percent) of patients said they experienced a top level of access to care, defined as patients who say they were able to get appointments, health care and information when they needed it.
“This information is collected directly from patients and based on their own experiences,” said Julie Sonier, President of MN Community Measurement.
Survey results for 767 clinics, separated into five categories, are included in the 2017 Patient Experience of Care Survey published by MN Community Measurement (MNCM). These clinic level survey results are available for the public online at MNHealthScores.org.
“Sharing these results can help patients make quality decisions about their health care and help clinics and medical groups learn what they can do to improve the results,” added Sonier.
The survey measures patient experience in five categories, in terms of whether patients were:
- getting care when needed (“Access to Care”)
- receiving coordinated care defined by asking patients how often providers knew their medical history, followed up to give results of tests and asked about prescription medications being taken (“Care Coordination”)
- satisfied with their provider (“Provider Rating”)
- experiencing courteous and helpful office staff (“Office Staff”)
- being listened to and receiving understandable information and instructions (“Provider Communication”)
“Since MNCM unveiled the state’s first patient experience results in 2013, many clinics have used this information to focus on improving experiences for their patients,” said Sonier. “These results are also used to recognize outstanding service and health care satisfaction for clinics and medical groups.”
Though patients are generally reporting positive experience, the latest survey does show significant differences between clinics. Here are some highlights from the survey:
- 66 percent of respondents said they had top-level Access to Care. Individual clinics have results ranging from 33 to 91 percent.
- 73 percent of respondents gave their clinic the most positive rating possible when asked about Care Coordination. Across individual clinics, the low score was 49 percent and the high score was 87 percent.
- 81 percent of respondents gave their provider a top rating of 9 or 10 on a 10-point Provider Rating scale. Individual clinics ranged from 46 to 94 percent of providers receiving a top rating.
- 83 percent of respondents gave the office staff at their clinics top marks for being respectful and helpful. A 35 percentage difference is noted between the highest and lowest rated clinics.
- 86 percent of respondents described communication from their providers as top-level. Across individual clinics, the low score was 59 percent and the high score was 96 percent.
One clinic, Surgical Consultants in Edina, MN ranked in the top 15 performers across 4 of 5 survey categories. Three clinics, Gunderson Health System in La Crescent, MN, Minnesota Oncology in Fridley, MN and Essentia Health Pillager Clinic in Pillager, MN ranked in the top 15 performers across 3 of 5 survey categories. For additional information on top performers, click here.
Results by Region
A regional analysis, based on the patient’s zip code, shows that among the five categories, patients in Northeast Minnesota rated all five categories significantly above the statewide average. Conversely, patients in Minneapolis rated all five categories significantly below the statewide average. Patients in the Twin Cities area are less satisfied with Care Coordination as this category was rated significantly below the statewide average for patients in Minneapolis, St. Paul, West Metro and East Metro.
Further analysis of the five categories within the 2017 Patient Experience of Care Survey examining race, ethnicity and region will be published in the forthcoming Health Equity of Care Report scheduled to be released by MNCM in December 2017.
About the Survey
Results are from the more than 180,000 patient-completed surveys on patient experience of care, known as the Clinician & Group Surveys Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS® 3.0) survey. This is the third time that MNCM has conducted the Patient Experience of Care Survey. Twenty-nine percent of the patients surveyed responded, which is a similar response rate compared to previous years. Although the survey was completed previously in 2013 and 2015, trending and direct comparisons to previous year results are not recommended due to modifications to the questionnaire.
The data are collected as part of Minnesota’s Statewide Quality Reporting and Measurement System. The Minnesota Department of Health partners with MNCM to collect the data, and MNCM reports results on MNHealthScores.org. Individual clinics are also given access to more detailed analysis on their survey results to see where they are performing well, and identify areas for improvement. A small number of clinics in border communities in Iowa, North Dakota and Wisconsin that see Minnesota patients also chose to voluntarily submit results to MNCM.
MN Community Measurement is a non-profit organization dedicated to improving health by publicly reporting health care information. A trusted source of health care data and public reporting on quality, cost and patient experience since 2003, MNCM works with medical groups, health plans, employers, consumers and state agencies to spur quality improvement, reduce health care costs and maximize value. Learn more at MNCM.org.
MNCM has been named a Qualified Clinical Data Registry (QCDR) by CMS for the upcoming Merit-based Incentive Payment System (MIPS) under the Quality Payment Program (QPP). A QCDR is a CMS-approved entity that collects clinical data on behalf of clinicians for data submission.
MNCM is now able to assist clinician group practices in meeting MIPS (formerly PQRS) requirements for the 2017 reporting year. The MNCM QCDR service will seamlessly submit quality measures and improvement activities to CMS.
The proven MNCM Direct Data Submission (DDS) reporting platform is familiar to many and is currently used by clinics and medical groups for state reporting. The MNCM QCDR is an enhancement of the DDS to help you comply with federal MIPS and MACRA requirements.
Simplify your reporting needs with MNCM. For details on timing, list of approved measures and more, click here.
Do you know what percentage of Minnesotans rated their doctor a 9 or 10 out of 10 in our patient experience survey? You will soon because patient experience measurements, including regional, race and clinic level analysis of patient reported results from the 2017 Patient Experience of Care Survey will be published by MN Community Measurement (MNCM) in early August.
Results from the more than 180,000 patient-completed surveys on patient experience of care, known as the Clinician & Group Surveys Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS® 3.0) survey, from 767 clinics will be available for the public online at MNHealthScores.org. This is the third time that MNCM has conducted the Patient Experience of Care Survey, and it is the nation’s largest statewide CAHPS patient experience survey.
Make your plan to succeed in the Quality Payment Program (QPP). Use the free Stratis Health MIPS Estimator to determine which measures and data submission methods give you the highest baseline Merit-based Incentive Payment System (MIPS) composite score.
Stratis Health is currently developing the MIPS Estimator as an online application that will aggregate a group’s data once individual data is entered. Release is planned for August. But, you don’t have to wait. Click here to Download the MIPS Estimator Prerelease Excel spreadsheet.
For assistance with QPP or the Stratis Health MIPS Estimator, email the QPP Help Desk (QPPHelp@stratishealth.org).
Join the Network for Regional Healthcare Improvement and the HealthDoers Network in a one-day summit to learn how transformation efforts can improve health. Speakers include MNCM President Julie Sonier, Institute for Clinical Systems Improvement Chief Medical Officer Dr. Claire Neely and many more. See full speaker list below. The summit will take place August 15 at the Park Hotel in Madison, Wisconsin. Registration is open to all and can be found at http://www.nrhi.org/all-events/leading-transformation-efforts-improve-health
The summit will provide leaders, senior executives, quality improvement and population health professionals theory and insights to help build or sustain cultures that support transformation. Participants will also learn practical ways to engage stakeholders in the transformation process – an essential element in efforts to achieve the triple aim. You’ll be surrounded by leaders with similar challenges and experiences, and learn from those who have been successful about how they did it and what they’re doing now to ensure future success.
Keynote Speaker, John Toussaint, MD
Dr. Toussaint, co-author of On the Mend: Revolutionizing Healthcare to Save Lives and Transform the Industry, is internationally recognized for his work in transforming healthcare. He is the founder and CEO of Catalysis (formerly ThedaCare Center for Healthcare Value); the founding chair of the Wisconsin Collaborative for Healthcare Quality and of the Wisconsin Health Information Organization; and the non-executive leader of the Partnership for Healthcare Payment Reform in Wisconsin. He was Dr. Toussaint’s healthcare improvement work has been featured in a wide range of journals and news outlets ranging from Health Affairs and the Journal of Healthcare Management, to the Wall Street Journal and TIME Magazine.
Other Presenters Include:
Tom Evans, MD, Iowa Healthcare Collaborative; Julie Willems Van Dijk, RN PhD, Population Health Institute; Martin Hatlie, MedStar Institute for Quality and Safety; Julie Sonier, MN Community Measurement; Patricia Kosednar, Mountain Pacific Quality Health; Nancy Zionts and Robert Ferguson, Pittsburgh Regional Health Initiative; Luz Flores Lee, Common Ground Health; John Gallagher, Washington Health Alliance; Claire Neely, MD, Institute for Clinical Systems Improvement; Barbra Rabson, Massachusetts Health Quality Partners; Gabrielle Rude, PhD, Wisconsin Collaborative for Healthcare Quality; Mylia Christensen, HealthInsight.
Follow the conversation for this summit on Twitter #Transform17
At the 2017 annual meeting of the American Society of Clinical Oncology, the use of patient reported outcomes took center stage with the release of a landmark randomized clinical trial comparing web-based patient-reported outcomes for symptom (pain, nausea, fatigue) monitoring versus usual care for 766 patients receiving chemotherapy. Use of the tool was associated with a significantly better medial overall survival of 31.2 months compared with 26.0 months in the usual care. Congratulations to principal investigator and MNCM measure development workgroup member, Ethan Basch MD. Read the article here.
MNCM is currently conducting pilot testing of its newly developed measures for Symptom Control During Chemotherapy (SCDC). Submission of data from volunteer test sites from MN Oncology and the University of Minnesota Physicians will occur during July-August and the measure development workgroup will convene later this fall to review results and make recommendations for use.
On June 22, The Minnesota Department of Health (MDH), MN Community Measurement and Stratis Health will hold a public forum to present quality measure recommendations and other related information in connection with the annual update of the Quality Reporting System for the 2018 reporting year. The public forum provides an opportunity for interested stakeholders to comment on the recommendations and to ask questions.
Public forum details: June 22, 2017, 9:00 am – 10:30 am, online registration [Web conference registration link] Call-in number: 1-888-742-5095, conference code: 933 209 2697.
Visit the MDH website for rulemaking milestones, timeline more information at http://www.health.state.mn.us/healthreform/measurement/ruleupdate.html
MN Community Measurement is pleased to announce Cara Broich, RN, CPHQ, has joined the MNCM Board of Directors. Cara is the Director, Quality Improvement & Credentialing at Medica. In this role, she leads program development, management and administration of Medica’s quality and safety programs including NCQA accreditation, HEDIS data collection and clinical improvement, Medicare Stars, Quality of Care investigations and provider credentialing. In addition, she is directly involved in the Risk Adjustment program for both Medicare and ACA markets. Cara is an active member of the University of Minnesota Adult Patient Advisory Board. Prior to the health insurance industry, Cara was employed as a Cardiovascular Intensive Care unit nurse.
Cara has been involved with MN Community Measurement since its inception. She was a member of the first MN Community Measurement Reporting Advisory Committee (MARC) as well as the Asthma, Total Knee Replacement and Low Back Pain Measurement Development Groups. She is a current member of the MARC and also the Measure Review Subcommittee. Cara is a past member of the NCQA Health Plan Advisory Board and the Minnesota Department of Human Services Immunization and Pregnancy Sub-group.
In her spare time, Cara enjoys spending time with her husband and daughter, traveling, gardening and researching her family history. Cara volunteers at Providence Academy providing health screening exams for their student population. Cara has a Bachelor of Arts degree in Nursing from Gustavus Adolphus College and is a Certified Professional in Healthcare Quality.
MNCM Optimal Diabetes Care specification
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MNCM Diabetes Poor Control specification
MNCM IVD Aspirin Antiplatelet specification
In the 2018 report year, MNCM will modify the Index and Assessment Periods for the Depression Care Measures Suite. These date modifications are being done to ensure that all follow-up contacts for patients in the denominator population meet CMS’s Merit-Based Incentive Payment System (MIPS) requirements. CMS requires that all data related to a measure must be captured by December 31. These changes allow for completion of the assessment period by December 31. This will necessitate changes to the dates of service submitted annually.
We also want to alert medical groups about the need to implement the PHQ-9 or PHQ-9M assessment tool for all patients ages 12 and older by November 1, 2017. This date marks the start of the index period that identifies the denominator from which depression rates will be calculated for both adolescent and adult patients in the 2020 report year. Of course, groups can begin tool implementation sooner, but tool administration to adolescents should begin no later than this date to ensure accurate rate calculation in 2020.
Diagrams, tables and measure specifications demonstrating all changes – including future expansion of the depression six and 12-month follow-up windows to +/- 60 days for result calculation starting in the 2020 report year – can be found here.
For more information, contact email@example.com
In April 2017, MNCM’s Measurement and Reporting Committee (MARC) approved recommendations that further align the Colorectal Cancer Screening measure with CMS’s Merit-Based Incentive Payment System (MIPS) requirements. MARC approved two modifications to the Colorectal Cancer Screening measure that are set to begin in the 2018 report year:
A) Remove death as an allowable exclusion; and
B) Expand encounter type criteria to include both new and established patient office visits and home visits.
In 2009, the National Committee for Quality Assurance’s (NCQA) measure for colorectal cancer screening was adapted for direct data submission accommodating for some philosophical differences regarding acceptable screening modalities. With recent changes in recommendations by the US Preventive Services Task Forces (USPSTF) that include CT Colonography and FIT-DNA testing, and NCQA’s recent update of the measure, these measures are now completely aligned.
While we understand the frustration with implementing additional modifications to the Colorectal Cancer Screening measure, keeping our measures aligned with federal programs is essential for all of us.
In addition, both the Colorectal Cancer Screening and Optimal Asthma Control measures were included on the list of finalized quality measures available for MIPS reporting in 2018 (2017 dates of service). To better align our data for these measures with MIPS requirements, it will be necessary to change the dates of service to a calendar year (January-December). Currently, these measures use mid-year to mid-year dates of service. This change will not only support medical groups in meeting federal MIPS reporting requirements, but will also support health plans in meeting state and national reporting requirements.
All of the changes mentioned above will apply to the 2018 report year (2017 dates of service). Because MIPS reporting requires data submission by March 31 each year, MNCM will move the data submission for Colorectal Cancer Screening and Optimal Asthma Control measures to Cycle A in the 2018 report year (e.g., with data submission occurring in January/February 2018).
Please note that the Maternity Care: C-Section Rate measure is not moving to Cycle A data submission because it was not on the final list of MIPS measures.
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MN Community Measurement has announced that Shantanu Agrawal, MD, President and CEO of the National Quality Forum will be a featured keynote speaker at the MNCM Annual Seminar on Sept 13, 2017.
Registration is open through September 1. Early bird pricing for attendance us in effect until July 14. The full event agenda is found at seminar2017.mncm.org and online registration can be accessed at this LINK.
Shantanu Agrawal, MD, MPhil, is president and CEO of the National Quality Forum (NQF). A board certified emergency medicine physician who has worked in both academic and community settings, Dr. Agrawal is the former deputy administrator for the Centers for Medicare & Medicaid Services (CMS) and director of one of its largest centers, the Center for Program Integrity (CPI).
At CMS, Dr. Agrawal led an effort to improve the physician experience with Medicare by working to minimize the administrative tasks with which doctors contend. He also was one of the main architects of CMS’s strategy and action plan to address the national opioid misuse epidemic. His main focus at CPI was improving healthcare value by lowering the cost of care through the detection and prevention of waste, abuse, and fraud in the Medicare and Medicaid programs. From 2012 through 2014, CPI’s prevention efforts saved Medicare and Medicaid $42 million.
Dr. Agrawal previously served as CPI’s chief medical officer and was instrumental in launching new initiatives in data transparency and analytics, utilization management, assessment of novel payment models, and stewarding a major public-private partnership between CMS and private payers, the Health Care Fraud Prevention Partnership.
Dr. Agrawal has testified numerous times before Congress and is a frequent national speaker on healthcare and cost. He is a well-published author with articles in Journal of the American Medical Association, New England Journal of Medicine, Annals of Emergency Medicine, among others.
Prior to joining CMS, Dr. Agrawal was a management consultant at McKinsey & Company, serving the senior management of hospitals, health systems, and biotech and pharmaceutical companies on projects to improve the quality and efficiency of healthcare delivery. He also worked for a full-risk, capitated delivery system as its leader for clinical innovation and efficiency.
Dr. Agrawal completed his undergraduate education at Brown University, medical education at Weill Medical College of Cornell University and clinical training at the Hospital of the University of Pennsylvania. He has a master’s degree in social and political sciences from Cambridge University.