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CCIP Patient Experience Survey

The CCIP Patient Experience Survey is conducted in the third quarter. 

HOS Questions

Question: In the past 12 months, did a doctor or other health provider advise you to start, increase or maintain your level of exercise or physical activity? For example, in order to improve your health, your doctor or other health provider may advise you to start taking the stairs, increase walking from 10 to 20 minutes every day or to maintain your current exercise program.

Strategies:

  • Add to Annual Wellness Visit
  • Print recommendations on after visit summary

Question: There are many ways to control or manage the leaking of urine, including bladder training exercises, medication, and surgery. Have you ever talked with a doctor, nurse, or other health care provider about any of these approaches?

Strategies:

  • Add to Annual Wellness Visit
  • Assess adequacy of specialists in area to refer to
  • Consult with a PCP at the practice on effectiveness of treatment options
  • EMR grid
    • Have urinary incontinence: yes/no > treatment options
      • Bladder training exercises, medication, surgery

Question: Has your doctor or other health provider done anything to help prevent falls or treat problems with balance or walking? Somethings they might do include:

  • Suggest that you use a cane or walker.
  • Suggest that you do an exercise or physical therapy program.
  • Suggest a vision or hearing test.

Strategies:

Add fall risk assessment to Annual Wellness Visit

Annual Flu Vaccine

Question: Have you had a flu shot since July 1, 2019?

Strategies:

  • Identify a physician champion to lead the flu vaccine campaign
  • Use standing orders
  • Document patient refusal and if the patient received the vaccine elsewhere
  • Ongoing provider reminders/education; point-of-care reminders
  • Monitor and communicate progress

Resource:

Article from the American Academy of Family Physicians (AAFP): Back to Basics: Five Steps to Better Influenza Vaccination Rates

Getting Timely Appointments, Care, and Information

Question: In the last 6 months, when you phoned this provider's office to get an appointment for care you needed right away, how often did you get an appointment as soon as you needed?

Strategies: 

Same day appointments for urgent needs: adopt ‘advanced/open access’ scheduling; reserve at least some same-day appointments for urgent needs (track metric for 3rd appoint available).

Increase access and availability to providers: 24/7 phone advice line; extend clinic hours; telehealth

Question: In the last 6 months, when you made an apointment for a check-up or routine care with this provider, how often did you get an appointment as soon as you needed?

Strategies: 

Increase use of technology for patient-provider communication: secure messaging, prescription refill requests.

Same day appointments for preventive, routine care: adopt ‘advanced/open access’ scheduling; reserve at least some same-day appointments for urgent needs (track metric for 3rd appoint available).

Question: In the last 6 months, when you phoned this provider's office during regular office hours, how often did you get an answer to your medical question that same day?

Strategies:

  • Assess triage process when patients call
    • Call center; individual practice
  • Most common reasons for calls
    • Way to get upstream to reduce call frequency
    • Promote secure messaging if more efficient

How Well Providers Communicate with Patients

Question: In the last 6 months, how often did this provider explain things in a way that was easy to understand?

Strategies: Provider training on motivational interviewing related to explaining things clearly.

Question: In the last 6 months, how often did this provider listen carefully to you?

Strategies: Provider training on motivational interviewing related to active listening.

Question: In the last 6 months, how often did this porvider show respect for what you had to say?

Strategies: 

  • Provider training on motivational interviewing related to respecting patient autonomy, eliciting why the patient has certain feelings and beliefs.
  • Implement shared decision-making.

Question: In the last 6 months, how often did this provider spend enough time with you?

Strategies: Applying motivational interviewing techniques can increase effectiveness of appointments.

Helpful, Courteous, and Respectful Office Staff

Question: In the last 6 months, how often were clerks and receptionists at this provider's office helpful as you thought they should be?

Strategies:

Question: In the last 6 months, how often did clerks and receptionists at this provider's office treat you with courtesy and respect?

Strategies: Staff training on motivational interviewing.

Providers’ Use of Information to Coordinate Patient Care

Question: In the last 6 months, how often did this provider seem to know the important information about your medical history?

Strategies: 

Standard practice of reviewing relevant medical history at every appointment: implement a point-of-care registry

Question: In the last 6 months, when this provider ordered a blood test, x-ray or other test for you, how often did someone from this provider's office follow up to give you those results?

Strategies:

Communicate when and how test results will be available: test and result tracking

Question: In the last 6 months, how often did you and someone from this provider's office talk about all the prescription medicines you were taking?

Strategies:

Medication Review:

  • Follow best practices summarized from PCPCH, PCMH related standards
  • Consult with pharmacist on what should be reviewed
  • Possibility for provider education

Question: In the last 6 months, how often did the provider named in Question 1 seem informed and up-to-date about the care you got from specialists?

Strategies:

Standard practice of reviewing care received since last appointment: create a PCP-specialty care compact/service agreement

  • Clarifies roles, mutual expectations of providers
  • Defines patient information that should be included
  • Updates every 6-12 months
  • Describes metrics that will be monitored to evaluate process

Rating of Provider

Question: Using any number from 1 to 10, where 0 is the worst provider possible, and 10 is the best provider possible, what number would you use to rate this provider?

Strategies: 

Patients rate the most important qualities in a provider to be:

  • Competence
  • Giving information, patient autonomy
  • Courteousness