Quality primary care services represent an important first stop on our patients’ health journey, as they ultimately impact the full spectrum of care, from chronic disease to mental health. That is why Partners HealthCare is committed to providing the highest quality primary care services to our patients and their families. Careful monitoring of the patient experience at our Partners-affiliated primary care offices is an important part of that commitment.
What are we measuring and why?
Quality primary care is critical to positive patient outcomes, and patient experience—how effectively they are managed and how well they understand their health condition—is a vital measure of quality.
Even though we track a broad range of patient experience measures (including patient communications, care coordination, familiarity with patients, attention to mental health, timely access to care, patients self-managed support, and staff support), on this site we will focus on one important measure: Likelihood of Physician Recommendation. For data on other measures, please review our practice level reports.
What is our approach to measuring patient experience?
We rely on the Massachusetts Health Quality Partners (MHQP) Patient Experience Survey, which collects information about patients’ experience when they receive outpatient care in our primary care practices. This instrument is based on the CAHPS® Patient Centered Medical Home (PCMH) Survey, developed by National Committee for Quality Assurance (NCQA) and the Agency for Health Care Research and Quality (AHRQ). MHQP is the only independent organization in Massachusetts to collect and publicly report statewide patient experience information. This data is also publicly available on the MHQP website.
This statewide survey of patients in Massachusetts asks patients about experiences with their doctor or their child's doctor, and other staff in the doctor's office.
You can also view information about our patient experience performance in the inpatient setting.
