What is the best way for providers to get objective and actionable information on whether they are delivering patient-centered care? Ask the patients.
Patient experience surveys, particularly those that use validated questions such as the Consumer Assessment of Healthcare Providers and Systems Clinician & Group Surveys (CG-CAHPS®), give providers feedback on patients’ office visits. Practices can then take specific steps to improve the care experience.
A new suite of materials from the Robert Wood Johnson Foundation’s Aligning Forces for Quality (AF4Q) initiative includes an issue brief, and related resources, exploring key lessons on how patient experience surveys help providers better understand and deliver patient-centered care and help consumers find the best care for themselves and their families.
By Lola Butcher Hospitals and Health Networks 6.10.14
Purchaser and Provider Collaboratives Bring Increased Transparency
MN (Minnesota) Community Measurement is the oldest and most influential of several regional collaboratives that bring a wide range of stakeholders together to increase transparency into health care quality, patient experience and financial information.
The nonprofit organization, currently chaired by Penny Wheeler, M.D., chief clinical officer of Allina Hospitals & Clinics, introduced MNHealthScores.org in 2009 to allow patients to check out the quality of care delivered at clinics or by medical groups. After the Minnesota Hospital Association joined as a sponsor organization, the website grew to include comparative data on hospital quality, including both process and outcome measures, and patient experience.
“We know that consumers are looking at the information, and we also know that providers are looking at the information and using it to improve the quality of care within their own organizations,” says Tina Frontera, chief operating officer of MN Community Measurement. “One advantage of transparency is that it does help spur improvement efforts.”
MNHealthScores.org collects payments from the state’s insurers and publishes a blended average payment rate for basic services — office visits, imaging services and a few procedures — for each clinic system.
Because it is a blended average, that information is not particularly useful to patients, but it allows payers and purchasers to compare their options — and McCoy, the Fairview Health Services executive, finds it very helpful.
“Our preference is to be at market or below market in our pricing, so that is certainly something that we look at,” he says. “And if there’s an issue with a price being out of line, we want to make sure we address that with the payers.”
Next up: MNHealthScores.org later this year will debut a total cost of care measure — the average total, including hospital, physician, pharmacy and all ancillary providers, for an individual for a year. This will allow a comparison of the total cost of care among provider systems throughout the state — information that purchasers and payers will love to have.
Minnesota health care leaders are building on quality measurement and improvement efforts—including reductions in avoidable hospital readmissions that led to $70 million in savings—to tackle the important, but tough, task of measuring how much an individual health care episode costs. These efforts are led by MN Community Measurement, one of RWJF’s Aligning Forces for Quality communities, which has convened disparate health care stakeholders over the years to measure everything from the management of diabetes to the patient experience.
This program is a part of a larger effort by Aligning Forces for Quality to boost the overall quality of health care in communities across the country and provide models for national reform.
When Americans go to the doctor, it’s essentially a coin toss as to whether they’ll receive the care medical experts recommend for their conditions. Measuring the quality of care is a critical starting point to close these gaps. After all, we cannot improve what we do not measure. Publicly reporting about the performance of physician practices allows patients to make informed choices about their care, helps health care professionals see where they can improve, and allows purchasers to know the value of the care they are buying.
This issue brief examines lessons from RWJF Aligning Forces for Quality alliances that have made information about the quality of care local physicians provide publicly available to everyone who gets, gives, or pays for care.
MN Community Measurement, an Aligning Forces for Quality alliance, measures and publicly reports provider performance data. State practices and hospitals, including Entira Family Clinics, are using these data to inform efforts to improve care and patient outcomes for conditions including depression and diabetes.
Aligning Forces for Quality (AF4Q) collaborates with Consumer Reports to help consumers make informed health care choices
Are you receiving quality care? How would you know? With a grant from RWJF and in collaboration with AF4Q communities, Consumer Reports published information comparing the quality of doctors in three states.
Patients generally don’t practice medicine, so it can be hard for them to know just what constitutes high-quality care. In the absence of easy to understand, objective information, health care consumers might never know how well their physicians measure up.
Aligning Forces for Quality (AF4Q) alliances have been leaders in measuring and publicly reporting the performance of physician practices. The challenge has been ensuring that patients have access to and use this data to make better care decisions.
This case study highlights how three AF4Q communities—Greater Boston, Minnesota, and Wisconsin—partnered with Consumers Union to publish special inserts in its magazine, Consumer Reports, to provide consumers with access to performance data for local medical practices.
These reports help physicians and hospitals identify areas for improvement; guide consumers’ decisions in choosing high-quality providers; and offer employers and insurers objective information on the quality of care being delivered.
Ratings on nearly 500 adult and child primary care practices based on patient experience.
Ratings on 552 medical practices based on their success at helping patients achieve key targets in managing cardiovascular disease and diabetes.
Ratings on 19 medical groups (when combined, these serve nearly half of the state’s patients) based on their success at providing patients with any of seven medical services.
By John Lundy, Duluth News Tribune McClatchy-Tribune Information Services June 19, 2014
The annual Minnesota Rural Health Conference will take place Monday and Tuesday at the Duluth Entertainment Convention Center.
More than 500 health care professionals, educators, state health workers, policymakers and students are expected to attend, according to a news release from the National Rural Health Resource Center. It sponsors the event, along with the Minnesota Department of Health’s Office of Rural Health and Primary Care and the Minnesota Rural Health Association.
The screening gap Minnesotans with public health insurance are much less likely to be screened for colorectal cancer than those on private plans.
That’s the conclusion of the seventh annual Health Care Disparities Report conducted by MN Community Measurement and sponsored by the Minnesota Department of Human Services.
In 2013, 51.8 percent of Minnesota Medicaid-covered adults ages 50 to 75 were screened for colon cancer, compared with 71.8 percent of those covered by other types of insurance, the American Cancer Society said in a news release.
That’s the largest disparity among the 13 measures tracked by the report.
Colon cancer is the third-leading cause of cancer-related deaths in the United States.
“The latest Health Care Disparities Report should be a call to action for the health care community to ensure all Minnesotans receive the health care they need. While we are heartened to see improvement in some areas for public program enrollees, there is much more work to do to close these gaps. Providers need to be held accountable for gaps in care that affect public program enrollees and people of color, and we will work with the health plans we contract with to address these disparities with providers. We are turning to the Cultural and Ethnic Communities Leadership Council to help keep us all focused on these issues and to identify solutions.”
Every year, metro magazines around the country publish lists touting the “top” and “best” doctors in town. The issues are money-makers for the magazines and PR fodder for hospitals and health systems. But doctors themselves appear to be wildly ambivalent — and highly skeptical — about the lists.
Who Says Those Are the “Best” Doctors?
Nationwide there are a lot of variations on the top-doctor theme. There are “best” doctors and “most influential” doctors, and selection criteria vary.
While most doctors are quick to recognize and dismiss lists that are simply paid advertisements, their reaction to the peer-nominated “top” and “best” doctor lists frequently published in city and consumer magazines is more complex.
For example, many city and consumer magazines partner with New York-based Castle Connolly Medical Ltd. to compile their lists. Physicians are asked to nominate doctors who, in their judgment, are the best in their field. The firm’s research team then vets nominees to check board certifications, licensing, and disciplinary histories. Physicians cannot nominate themselves and do not pay to be on the list, but they may pay to advertise in the magazine publishing it or for plaques showcasing the recognition.
Physicians are generally happy to make such lists. “Physicians are proud of what they do,” says Kenneth T. Hertz, a principal with MGMA Health Care Consulting Group. “They’re proud of their education and skills.”
But what about the doctors who don’t make the list? A lot depends on the doctor, says Amanda Kanaan, President of WhiteCoat Designs, a Raleigh, North Carolina-based medical marketing firm. Some may have bruised egos. Others may express disdain for the list, while secretly wishing they’d made it. Still others simply don’t care.
Is It a Blow to Your Ego?
Whether the lists have value for physicians beyond bragging rights is open to debate. Hospitals and health systems are quick to issue press releases touting their “top” doctors. Some physicians practicing in competitive markets say making a list can be a huge career booster, attracting new patients and media attention. Others who already have busy practices say they don’t need to have their name on a list to attract patients.
“There are good arguments on both sides,” says Kanaan. “From a marketing perspective, a doctor’s reputation is all that he or she has. They can provide amazing care, but if they don’t have the reputation, patients aren’t going to walk through their door.”
When physicians ask her opinion about whether they should purchase an advertisement in the magazine or a plaque for the waiting room, Kanaan says it’s important to consider their individual circumstances. Do they need help with reputation management? Have patients been slamming them in online reviews? How credible is the list in question and how much do they intend to spend?
“These things can get expensive, and sometimes doctors don’t realize how expensive they are,” she says. “The biggest cost is usually advertising in the magazine, but in some cases, participating is buying into a PR opportunity that entitles you to use the ranking organization’s logo on print and marketing materials.”
Too often, she says, physicians participate not because they want to but because they feel obliged to do so. They participate because the competitor down the street is a “best” doctor or because their partner has a plaque hanging in the waiting room and they don’t want patients to perceive them as inferior. Likewise, if they buy a plaque one year, they feel compelled to do so the next, lest patients think they didn’t make the list a second or third or fourth time.
“For many doctors, it becomes one of their yearly marketing expenses,” Kanaan says. “They realize that if they don’t do it, then there could be repercussions.” In that regard, she says, the lists “somewhat have doctors on their knees: If they don’t participate, they’re going to send the wrong message.”
Specialists, particularly those in highly competitive fields or whose services aren’t covered by insurance, seem to feel the greatest pressure, she says. While patients often choose primary care physicians based on convenient locations, they are willing to travel much further to find a specialist, making it more important for specialists to differentiate themselves.
“I see the value of these as a marketing tool,” Kanaan says. “But this is just one very, very small part of what it takes to market a practice, and it’s not even a necessary part. If I had a limited marketing budget, this would not be my first priority. Not by a long shot.”
What About “Paid” Lists?
Wanda Filer, MD, who practices family medicine in York, Pennsylvania, and earns top marks from patients on Healthgrades and Vitals, says she frequently receives congratulatory letters in the mail that she’s made one list or another. She doesn’t bother to open them.
“I don’t put much credence in the lists. I get notifications fairly often, and to me it always looks like they’re trying to sell a plaque. I’d rather let my work speak for itself.”
Dr. Filer says she thinks other doctors feel the same way. As a board member for the American Academy of Family Physicians, she often introduces speakers at conferences. In preparation for that, “I look at a lot of CVs for physicians from around the country,” she says. “Rarely do I see ‘top doctor’ recognition listed among their accomplishments.”
While a lay audience might put stock in a list of doctors recognized by other doctors, Dr. Filer says physicians themselves know the choice of specialists should be patient specific.
“I just saw a patient who needs knee surgery and asked for a referral,” she says. “I considered two practices. They’re both excellent, but one is more interconnected with an EMR than the other, which is important because he’s an older patient with other health issues. The other group does a great job with knees, but they may not have access to his cardiology record and my records. Nowadays we know that coordination of care is more important than ever, and it’s helpful for me to think through the systems issues when selecting a doctor.”
Another reason Dr. Filer says she doesn’t concern herself with “top” doctor lists: She’s a busy primary care physician. “We’re always trying to find a place to put patients. We’re not out there actively recruiting. A specialist who has more head-to-head competition might feel differently.”
Just a Popularity Contest?
Betsy Tuttle-Newhall, MD, Division Chief of Transplant Surgery at St. Louis University, who likewise earns top marks from patients on Healthgrades, has a different take on the lists. She hasn’t been nominated for one, she says. A relative newcomer to St. Louis, she regards the local top doctors list as “a popularity contest” rather than affirmation of clinical skills.
“CMS tracks my performance. They know my mortalities and my length of stays,” she says. “I know I’m above standard of care, but I never make this list in town.”
Jim Chase, President of Minnesota Community Measurement (MNCM), a nonprofit organization that collects performance data on physicians in the state, says the lists may be revenue generators for the magazines and PR opportunities for the showcased doctors, “but they’re not very important to the quality side or to directing people to the right care providers.”
He says that about eight years ago, MNCM approached Minnesota Monthly about incorporating their patient satisfaction data into its “best doctors” issue.
“They weren’t interested,” Chase says. “They didn’t want to alienate the doctors. They were worried that if the physicians didn’t like the kind of data we were publishing — because we publish both the good and the bad — they wouldn’t advertise with them.”
But What Does the Patient Think?
While doctors may have mixed feelings about the lists, consumer reaction is even harder to gauge.
It’s unclear how much stock the public puts in the lists, which emphasize doctors’ opinions. It would be hard to make a case that they have no value to the public. However, there is solid evidence that patients value the insights of their fellow patients when selecting a doctor and that they do consult doctor-rating Websites.
In a survey of more than 2100 Internet users, 59% say Internet ratings on sites such as Yelp, Healthgrades, and RateMDs are at least “somewhat important” in choosing a doctor, according to a report published in the February 19 issue of JAMA. Of those, 19% say Internet reviews are “very important.”
Patient review sites may be imperfect, but Chase notes that they discuss not only the doctor but also the staff, wait times, follow-up, and other issues that are critical to the patient experience.
“Patient behavior has changed,” Kanaan says. “There are a gazillion doctors out there and patients are confused. They go online just as they would go searching for something to buy. I don’t see these ‘best’ lists competing in the online space.”
By Donovan Slack, USA TODAY/ Gannett Washington Bureau
Updated 9:39 a.m. CDT May 5, 2014
WASHINGTON – When it comes to the price of visiting a doctor, location matters in Minnesota.
If you visit a family care physician for the first time up north in Warren, for example, the bill could run as low as $150. The average charge for the same initial visit at a suburban Minneapolis clinic? Possibly as high as $313.
Billing amounts also vary within cities and regions of the state, according to data released by the U.S. Department of Health and Human Services for the first time in 35 years. It shows what health care providers billed Medicare for services.
Although they are only for Medicare patients and just a portion of what is billed is actually paid, the billing records provide a glimpse of what top-line prices typically might be for all patients. And like sticker prices on cars, they offer a way to compare general rates.
That information is more critical than ever. With the growth of high-deductible health insurance plans, patients are paying more out of pocket, forcing them to shop around for the best deal.
A Gannett Washington Bureau analysis of the data for Minnesota found that there is indeed reason to comparison shop.
In Central Minnesota, the charge for an initial office visit by a Medicare patient to a family practitioner in 2012 ranged from an average of $125 each for a solo practitioner in Cold Spring to $263 for a pair of doctors at a HealthPartners clinic in St. Cloud.
The statewide average for such a visit was $200. Family practitioners at the Mayo Clinic — which accounted for 23,500 of the 150,000 Medicare average provider billing records released for Minnesota — charged $120 to $150.
Charges also varied among specialists around the state.
Cardiologists and thoracic surgeons submitted bills ranging from $1,200 to $3,900 to insert pacemakers and $5,800 to $10,900 to repair faulty heart valves. The single highest average physician charge was for total knee replacement surgery at a Mayo Clinic in Albert Lea, where bills for 21 such procedures averaged $11,900 each.
A starting point
The American Medical Association, which fought the release of the data for decades, argues the records do not provide enough details for people to make accurate determinations about health care providers.
“This information isn’t going to necessarily allow them to determine ‘Is my doctor good? Is my doctor not so good?’ ” AMA President Dr. Ardis Dee Hoven said. “There’s no way for them to know how this relates to quality, how it relates to health outcomes and access and all sorts of issues. Raw data simply does not give the correct determination of value.”
Hoven also noted that the accuracy of the data has not been verified with the doctors themselves. In a few cases, Gannett found mistakes in the records. For example, one doctor listed in Minnesota was actually working in another state. The data also does not include facility fees that hospital-based providers can tack on. That may make their billed rates appear artificially low.
But some industry groups say the records at least provide an important jumping-off point for asking more questions, such as why are charges high or low, and what’s included in the price?
“The unfortunate thing is consumers don’t even know where to start in asking the question,” said Carolyn Pare, president and CEO of the Minnesota Health Action Group, a coalition of companies and others that buy insurance and want to reduce costs. “And now having this out in the public, to a certain degree, gets consumers asking the question.”
Many factors affect the rates that providers set, from basic overhead expenses such as rent to the mix of patients a practice has, Minnesota health care providers say.
More Medicare or Medicaid patients might prompt a higher billing rate for other patients because federal insurance for poor and elderly people only covers a fraction of what providers say it costs to treat them. The average amount Medicare actually paid for the initial office visits in Minnesota was $65, according to the 2012 data.
At CentraCare Health, Chief Financial Officer Tom Feldhege said prices are determined in part by the resources needed to provide care at a given facility.
“These resources translate into costs, including professional fees (provider’s time, expertise and training, malpractice insurance), patient care staff (nurses, other clinical staff, imaging, front desk, schedulers, etc.), staff behind the scenes (IT, billing, medical records, cleaning, quality, administration), equipment, furniture, facility costs and overhead (water, lights, electric, etc.),” he wrote in an email.
Keeping costs down
Some providers say they have deliberately tried to keep costs low by eliminating unnecessary tests, medications and other ancillary costs and focusing on managing care efficiently. At Mayo, spokesman Bryan L. Anderson said he’s not surprised the Medicare billing records reflect comparatively low rates for Mayo providers.
“This data reflects the ‘Mayo Model Of Community Care,’ with an emphasis on a physician-led team to care for patients,” Anderson said.
Dr. Christopher Wenner, the solo practitioner who charged the lowest amount in Central Minnesota — $125 on average for a moderately complex first-time visit — said he keeps his overhead as low as possible. For example, he has only one assistant at his Cold Spring office.
“It’s nice to have a lot of administrators and a lot of people to do things,” said Wenner, who worked at a multispecialty provider before opening his solo practice. “But medicine is so inflated with different levels of administrators and bureaucrats, and I’m very convinced that it contributes to the overall cost of medicine.”
The provider with the highest average charge statewide for an office visit by a new patient, Allina Health’s Sports and Orthopaedic Specialists in Edina, said the family practitioner who billed $313 each for initial visits, on average, has additional certification in sports medicine.
“The visits in question are sports injury or other types of orthopedic visits,” Allina spokesman David Kanihan said. “It is therefore not appropriate to compare her to regular family practice doctors.”
That doctor’s average billed rate, however, was also higher than the average billed for sports medicine specialists in the state ($180), orthopedic surgeons ($215) and neurosurgeons ($220).
In the central part of the state, a spokesman for HealthPartners Central Minnesota Clinics said he could not explain the average $263 billed by two doctors at a clinic in St. Cloud.
“Without knowing more about an actual patient visit, we can’t speculate further as to the type of care provided by our physician and the associated expense for that care,” spokesman Adam R. Bauer said.
He also said that first-time office visits can include various levels of service in a wide array of settings, including retail clinics, urgent care clinics and home visits.
Pare of the Minnesota Health Action Group said the conversation about cost previously has been almost exclusively between insurers and providers. Getting more consumers involved now — because they have “skin in the game” with high-deductible plans — is an important step forward.
“We’re trying to move from a totally opaque system to something that is a little brighter,” she said. “And I think this information should be used to ask questions, not necessarily to say everything’s bad, but to start asking questions and having an honest dialogue about how we’re going to change.”
At MN Community Measurement, a nonprofit dedicated to improving quality and value in health care, President Jim Chase said his organization has long known there are variations in pricing. MNCM posted data on clinics and hospitals in the state on mnhealthscores.org.
“You still need to look at your own plan’s data to be able to see what you might pay or what your variation might be,” he said. “But we were doing it mainly to raise awareness that cost matters, and the pricing in costs matters, because there’s a lot of differences.”
Read the full article: http://www.sctimes.com/story/news/local/2014/05/05/location-influences-cost-visit-doctor/8711029/
Article by Jeremy Olson, Star Tribune
Updated: April 16, 2014 – 9:48 PM
Health professionals worry that the risks are being ignored, doctors slow to promote testing.
A 10 percent increase in sexually transmitted infections last year has Minnesota health leaders concerned that people are unaware of the risks and that doctors aren’t pushing testing hard enough.
A record 18,724 chlamydia infections were reported last year, a 4 percent increase from 2012, the Minnesota Department of Health reported Wednesday. Infections involving gonorrhea and syphilis aren’t as common, but the number of reported cases increased last year by 26 percent and 64 percent, respectively.
More than half of the chlamydia and gonorrhea infections involved teens and young adults ages 15 to 24, and health officials suspect there are many more whose infections are undiagnosed and are either unaware of the risks or afraid to get tested because it would mean disclosing they are sexually active to doctors and parents.
“They are basically silent carriers who can infect other people,” said Dr. Andrew Zinkel, associate medical director for health plan quality at HealthPartners, a Bloomington-based medical provider. “That’s why the rates are going up everywhere,” including in urban, suburban and rural parts of the state.
While an increase in chlamydia cases could be due to more frequent testing, state clinic performance data suggest the opposite: that a lack of testing allows people to spread their infections to new sexual partners. Only 40 of the 138 clinic groups reporting to Minnesota Community Measurement test more than half of their young, sexually active females for chlamydia.
The federal Medicare health insurance program winds up paying the fare for many of the ambulance rides provided by the city of St. Paul.
That’s why the city in 2012 was one of the largest single recipients of the program’s payments among nonhospital health care providers in Minnesota, according to data released this month by the federal government.
Of more than 19,000 providers who in 2012 cared for Medicare patients in Minnesota, St. Paul’s take of more than $2 million was the ninth-largest individual sum.
Whether they were providing ambulance rides or treating illnesses, the state’s nonhospital providers collected less money on average in 2012 than their peers across the country, according to a Pioneer Press analysis of the data.
Health care experts say relatively low payments in Minnesota make for a familiar story, since low use of health care services here means doctors and other providers tend to collect less overall from Medicare.
“We tend to not only have lower prices here, we tend to have lower utilization,” said Mark Sonneborn, vice president for information services at the Minnesota Hospital Association.
“Where a physician somewhere else might see a patient six times per year, we see a similar patient four times — it’s just our way.”
“It’s the market place of ideas. Don’t keep the data bottled up,” said Robert Krughoff, president of Consumers’ Checkbook.
Krughoff said the release is a big win for consumers. Since 2005 his advocacy group has been fighting to make this type of data public, even suing the government.
“I hope it will be a part of a wider trend for information to be available to consumers,” he said.
The data will show payments to doctors for their services and how those payments compared to other physicians.
While the federal government is only releasing data from 2012, Krughoff believes the information will eventually allow consumers to look up how often a doctor has performed a certain procedure.
“Doctors who have done more cases with certain types of procedures on average are going to do better in terms of their results,” he said.
There has been some push back by the American Medical Association, according to the Associated Press.
A spokesperson told the AP, a “broad approach to releasing physician payment data will mislead the public into making inappropriate and potentially harmful treatment decisions and will result in unwarranted bias against physicians that can destroy careers,” said AMA president Ardis Dee Hoven.
The AP also reports the access could change the way medicine is practiced in America by combining billing data with other sources of information which would allow people to focus in on a certain doctor.
Just because the information is available, however does not mean it will make it easier for consumers.
Geoff Bartsh, a vice president at Medica told KARE 11, the information the government plans to release Wednesday will be vast and unfiltered, which is why he doesn’t call this a game-changer, at least not yet.
“I think we’re a ways away from again finding a way to display the data, that is will be a game-changer for the consumer,” said Bartsh.
A Medicare official told KARE 11 a website could be set up for consumers as soon as later this week allowing people to look up individual doctors as it relates to their billing records.
Bartsh said Minnesota has been a head of the “transparency curve” as it relates to medical information. He points to Minnesota Community Measurement, a website that allows consumers to learn more about health care providers in the state.