Patient Assessment Survey (PAS) 2016 Q1 Check In March 30, 2016 Meghan Hardin, MBA Senior Manager, Performance Information Melanie Mascarenhas Project Coordinator, Performance Information
Administrative Notes Collaboration is king, but please be respectful of other participants Please mute your phone and do not place the call on hold Questions by phone or submitted through question box on lower right-hand side of panel We will maintain the 60-minute meeting timeframe, some questions/discussions may have to continue offline Your role(s) this morning Engage quiz boxes! 1 thing CHPI 2013
Presentation Overview PAS 2016 Patient Experience and Patient Care Trending Case Study: Chinese Community Health Care Association The Road Ahead Quarterly Physician Survey Other PAS Pilots 2016 Important Dates 3
The State of Patient Experience Jason A. Wolf, PhD, Editor, Patient Experience Journal, President, The Beryl Institute One thing is for certain in healthcare today, especially in a market driven by a new consumer mindset with unbounded access to information and instant opportunities for feedback; that all those receiving care have an experience whether strategically planned for or not. If these trends hold true, and the market perspective we see only continues to solidify and broaden, then in healthcare we will no longer have the option to overlook experience and instead will find it at the strategic core of all we do. ~ PXJ Fall 2015 4
Patient experience correlates with clinical quality processes and outcomes Patients with better care experiences have better health outcomes. At both the practice and provider levels, patient experience positively correlates to processes of care for both prevention and disease management. For example, research shows a relationship between provider-patient communication and improved blood sugar control in diabetic patients. Patients with better care experiences are more engaged and adherent. Particularly in the case of chronic conditions, health care providers cannot achieve positive health outcomes without patient commitment and action. 5 From Aligning Forces for Quality Resource-Case for Patient Experience 2014
Is It Working? 2012-2015 PAS Trends Chart Data DOCALLCARE 2012 2013 2014 2015 S. CA Avg 64.0% 64.8% 65.3% 66.5% Statewide 65.0% 65.7% 66.3% 67.6% N. CA Avg 67.3% 67.6% 68.7% 70.2% 75% Ratings Composite Score 70% 65% S. CA Avg Statewide N. CA Avg 60% 2012 2013 2014 2015 *DOCALLCARE Ratings Composite (overall rating of doctor + overall rating of health care) has an 89% correlation with Overall Rating of Care for PCP/Spec combined. 6
Is It Working? 2012-2015 PAS Trends Chart Data Access to Care 2013 2014 2015 S. CA Avg 54.4% 53.9% 53.2% Statewide 55.9% 55.6% 54.8% N. CA Avg 59.2% 59.9% 58.6% 62 61 60 59 58 57 56 55 54 53 52 Patient Access to Care 2013 2014 2015 S. CA Avg Statewide N. CA Avg 7
Scores calculated using Top Box proportional scoring Scores represent o the percent of respondents who rated the doctor or care a 9 or 10 o the percent of respondents who answered Always o the percent of respondents who answered Yes Scores adjusted to account for differences across medical groups o Patient s age, gender, education, general and mental health status, obesity, race/ethnicity o Survey mode and language o Doctor s specialty 8
2015 s Most Improved Groups 105.0% 95.0% 85.0% YOY Improvement in DOCALLCARE PCP & Spec 2.3% 33.7% 31.3% 23.7% 75.0% 65.0% 26.9% 55.0% 45.0% 35.0% 37.9% 11.1% 22.0% 22.0% 25.0% 15.0% SRSMG UCD KP - SSFMC KP - FMC Sansum AMG CCHCA GSMPA SMIPA 2012 2013 2014 2015 9
Best Practice Case Study: Chinese Community Health Care Association Presented By: Eric Rong Provider Relations Specialist Tel: (415)216-0088 ext. 2809 Email: eric.rong@cchca.com
A Look at Chinese Community Health Care Association CCHCA Chinese Community Health Care Association (CCHCA) understands you and your needs. Established in 1982 as a non-profit Medical Group, CCHCA has been providing the people of San Francisco with quality service and culturally competent health care through our network of highly skilled physicians. We have conveniently located physicians available in a full range of medical and surgical specialties. Services are offered in a variety of Asian languages, such as Cantonese, Mandarin, etc. 11
Chinese Community Health Care Association By the numbers Patient Population: 43,814 individuals PCPs 82 Specialists 201 PCP + Specialists 31 Payer Mix Number of Staff Dedicated to Patient Experience Roughly 50/50 Commercial/Medicare, Medi-Cal & Dual Eligible 4 involved in PE work but not FTEs 12
Chinese Community Health Care Association Best Practices The Patient Experience Improvement Program Physicians: o Understand the importance of patient experience o Enhance buy-in for future activities Office Staff: o Workshops twice a year + surveys o Generate real techniques and tools to help resolve difficulties in everyday work (e.g. CARE Method, CCHCA Playbook) Patients: o Patient newsletter that discusses elements of patient experience o Shapes realistic expectations for appointments Quarterly Forums: o Decade-long practice; enhances organizational communication o Doctors and office staff can voice concerns o Held during lunch hours for minimal interruption and maximum attendance o More real-time than annual survey 13
Chinese Community Health Care Association Best Practices Patient Interaction Techniques C.A.R.E. Method o Connect connect with patients on a personal level o Appreciate listen and appreciate the information provided by patients o Respond respond appropriately o Empower empower patients through joint decision-making CCHCA Playbook o A pocked-sized guide provided to network physicians and office staff o Abridged version of the playbook contains instructions on proper care coordination, access standards, patient appointment checklists, etc. 14
Chinese Community Health Care Association - Challenges Tailoring to Demographic/Culture o Skewed ratings o Only receiving feedback from those who have complaints Satisfied patients are missing from data Survey translation issues o Many members are monolingual in Chinese Organizational Unity o Cannot directly implement change in other office branches 15
The Road Ahead General: o Continue to conduct patient outreach o Pinpoint key performance areas o Generate more patient participation PEI Program: o o o o Focus on patient experience and communication techniques Transition into practice improvement Improve the work environment for staff and physicians Grow and institutionalize a staff recognition program 16
Questions? 17 Eric Rong Provider Relations Specialist Tel: (415)216-0088 ext. 2809 Email: eric.rong@cchca.com
PAS Looking Forward 18
NEW! - Quarterly Physician Short Form Registration open 6/1-6/20/2016 Look for registration documents mid-may Quarterly survey offered in email and paper formats Email option can add free-text questions Short-form version Less paper Reduced time burden to your patients Email mhardin@pbgh.org for more information 19
NHS PEN NHS Maternity Care PAS 4.0 20
PAS is Continuously Improving 2015 Pilots focused on cost-efficient ways of conducting survey (including short-form and emailed surveys) 2016 Pilots will build upon learnings from 14-15 pilots, including: Further refinement of short form group survey to include pediatrics and improve upon composite reliability Quarterly physician-level short form for groups conducting quality improvement California Patient Engagement Network (CALPEN) to launch mid- 2016 MomPAS to evaluate specific experience with pre- and post-natal care Ultra-Short, mobile version of survey for groups/states not currently conducting an experience of care survey 21
PAS is continuously improving Cont d Continued evaluation of Shared Decision Making (SDM) test questions Bi-annual webinars for PAS participants to spotlight improving groups Evaluation of inclusion of Net Promoter Score question Evaluation of ratings methodology (2017) If interested in pilot or to suggest test questions, please contact mhardin@pbgh.org AND participate in quarterly PAS Committee meetings (third Friday of each month at 12pm Pacific). Email Melanie for more information. 22
PAS 2016 Timeline Participation fees emailed* February 15, 2016 Informational Webinar: PAS Midyear Check-in March 30, 2016 Doctor 2 nd wave survey mailed February 24, 2016 Doctor 3 rd wave (pediatric) survey mailed March 10, 2016 Phone follow-up for Group Survey begins March 10, 2016 Survey fielding ends April 7, 2016 P4P results sent to groups May 18, 2016 Group Survey reports sent to groups June 8, 2016 Informational webinar: Reading Your PAS Report Early June - TBD Registration open for quarterly physician survey June 1-20 2016 Doctor Survey reports sent to groups June 22, 2016 PAS Registration Information emailed to Groups PAS Registration Site Live Informational calls to answer questions about survey options, process, pricing Group registration deadline Informational calls on PAS data submission process, data quality (QA) reports, and Doctor Survey physician lists Early September Early October Mid September Mid October Mid October 23
Conclusions Patient experience measures are gaining visibility in certification and compensation programs o Correlated with clinical quality processes and outcomes o Address recognized areas for improvement in care Patients rate their medical groups favorably, but room for improvement remains (Access) PAS aims to enhance cost-effectiveness of data collection and relevance of survey questions 24
Thank You Meghan Hardin, MBA Senior Manager, Performance Information mhardin@pbgh.org Melanie Mascarenhas Project Coordinator, Performance Information mmascarenhas@pbgh.org
Major certification and compensation programs incorporate patient experience measures Groups such as the National Priorities Partnership and the Work Group on Patient and Family Engagement have made implementation of CG-CAHPS in ambulatory settings a top priority NCQA Physician Practice Connections (PPC) requires implementing a patient experience of care survey ABMS revised MOC requirements include core CG-CAHPS items Many payers now incorporate CG-CAHPS scores into compensation structures 26 From Aligning Forces for Quality Resource-Case for Patient Experience 2014
PAS results represent care received by a large number of patients in California Substantial medical group participation Over half of groups in California Over 90% of HMO/POS patients in California Commercially-insured HMO and POS enrollees, ages 18 or older 2016 PAS (MY 2015) timeframe: Responses regarding a doctor who the patient saw January--October 2015 Patients responded December 2015--April 2016 Four language options: English, Spanish, Chinese, and Vietnamese Three survey modes: Mail, email, telephone 27