Patient Experience of Care Surveys

Adult Medical Health Survey

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In July and August, 2013, Rushville Community Health Center (RCHC) and Utica Community Health Center (UCHC) distributed CAHPS surveys, a national experience of care survey developed specifically for use in Patient Centered Medical Homes. The surveys contained 20-40 questions about the care our patients received over the past 12 months. 
The chart above shows the percentage of respondents who completed the adult medical survey and answered “usually or always” to having their needs met in each of the categories.   
Both health centers scored highest on doctors communicating with patients—explaining things in a way that was easy to understand, showing respect for patients, and listening carefully to them.  Both health centers also scored well on office staff performance. Providers frequently spoke to their patients about medication choices and listened to patient concerns so patients could share in the decision making process.  
Health center staff is now focusing on the few areas where there are gaps in care. They will discuss goals of care and barriers to reaching these goals with their patients.  They will ask questions about feeling sad, stressed and worried.  Patients told us that they had not been receiving follow up information on lab test results, the centers have started to use our patient portal to provide these results. Patients also told us that when they called the Health Center, they wanted their questions answered more quickly. We made some updates to our phone system which will help in this area. 

Child Medical Health Survey

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Surveys were also mailed to the parents/guardians asking for feedback about the care provided to their children. The chart below shows the percentage of respondents who answered “usually or always” to having their needs met as pertains to different aspects of their children’s care.  
Parents/Guardians told us that they were happy with the ease of talking to RPCN providers and that their children were given information that was easy for them to understand. Our office staff was rated as courteous, helpful, and respectful.  
Our doctors and nurses often did not discuss with parents the goals for keeping their children healthy and managing their health problems and other barriers to meeting these goals. Parents noted that often they waited longer than 15 minutes to see a provider, and when needing care on the weekends and evenings, they had a difficult time getting it. Parents commented that they hadn’t spoken to their children’s doctors or nurses about any existing family problems the children might have experienced or any child safety issues that might be present. Some parents also noted that they had not spoken to their children’s doctor or nurse about any possible learning delays or social or emotional problems.   

Adult Dental Survey 

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Livingston Community Health Center (LCHC), Rushville Community Health Center (RCHC), and Utica Community Health Center (UCHC) also mailed out surveys to their dental patients. The chart below shows the percentage of adult patients who answered “usually or always” to having their needs met in each of the categories listed.
 Dental patients felt that their providers listened carefully to them, spent enough time with them, and gave them answers they understood. Office staff was helpful, respectful, and courteous. In terms of timeliness of information, the majority of dental patients felt that when phoning the office after hours, they did not get answers as soon as they needed and if needing care on weekends and evenings, care was not as available as they would have liked. Patients noted that they spent little time setting specific goals for dental care and discussing barriers to meeting these goals.

Child Dental Health Survey

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Dental surveys were also mailed to parents/guardians whose children were seen by RPCN dentists. The chart below shows the percentage of parents/guardians who answered “usually or always” to having their children’s needs met in each category listed.
Parents of children who were seen by our dentists were happy with provider communication, saying that their dental providers explained things in a manner easy for them and their child to understand and their dental providers also listened carefully to them and their child. Parents said that when they weren’t with the child during the appointment, they were given sufficient information following it. Our dental providers did not educate a large percentage of patients about how certain food and beverages affected their child’s teeth. Two or three of our offices were unable to provide parents with dental appointments for their children as soon as the parents wanted to get them in. 

We Heard You 

In response to our patient’s concerns, RPCN is working hard to more fully implement all aspects of being a Patient Centered Medical Home (PCMH). PCMH requires us to focus more on discussing patient goals and barriers to care, and working together as a health care team to meet patient needs. As a Patient Centered Medical Home, we are committed to providing our patients with more information about patient satisfaction and quality of care. We are developing quality improvement strategies to address the gaps in care noted above—and proactive strategies to try to prevent major issues from developing.  Likewise, we are incorporating this patient-centered approach into our dental practices—working as teams, making adjustments based on patient feedback, and focusing on those quality measures that our patients have told us are important to them.

Rachel Studley