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LBP: Evaluation of Patient Experience

CBE ID
0308
1.4 Project
National Voluntary Consensus Standards for Ambulatory Care- Part 1 (Phase 3 Cycle 1)
Endorsement Status
Endorsement Removed
1.1 New or Maintenance
Maintenance
Previous Endorsement Cycle
Full Year 2010
Is Under Review
No
1.3 Measure Description

Percentage of physician mechanisms used to evaluate patient experience based on evidence of the following. •An ongoing system for obtaining feedback about patient experience with care •A process for analyzing the data and a plan for improving patient experience. Note: This standard is assessed as a process that applies to all patients. Evaluation is not based on documentation in individual medical records.

    • 1.14 Numerator

      ELEMENT A: COLLECTS PATIENT EXPERIENCE DATA
      Patients have an important perspective about quality of care. If patient needs are satisfied, the effectiveness of care is greater.






















      ELEMENT B: ANALYZES PATIENT EXEPRIENCE DATA

      Providing patients with the opportunity to complete a patient experience survey gives the treatment team valuable performance information based on the patient perspective on care, access to care, quality of communication and degree of satisfaction with care

    • 1.15 Denominator

      ELEMENT A: COLLECTS PATIENT EXPERIENCE DATA
      Documentation requirements:
      The instrument used to collect patient experience data, e.g., phone survey questions or a paper or electronic survey. The survey instrument addresses the following areas of patient experience.
      – Patient access to care (e.g., the ability to make an appointment and see physician, timeliness and quality of phone calls, office wait time)
      – Quality of physician communication with the patient (e.g., response to questions, instructions and information about diagnosis, treatment, medication, follow-up care)
      – Patient confidence in self-care (e.g., patient knowledge of and ability to provide self-care involving activity, exercise, medications, reporting change in symptoms)
      – Patient satisfaction with care (may include staff [e.g., explanation and concern, time with physician, staff] and treatment [e.g., pain management,
      x-ray work, prescriptions, lab work])

      Scoring:
      Yes No
      1. Patient access to care ? ?
      2. Quality of physician communication ? ?
      3. Patient confidence in self-care ? ?
      4. Patient satisfaction with care ? ?

      ELEMENT B: ANALYZES PATIENT EXEPRIENCE DATA

      Documentation requirement:
      Report demonstrating analysis of patient experience with care. The physician must provide a report that includes a compilation of the patient survey information and an analysis that shows, at the least, areas of success and areas needing improvement.

      Plan for improving patient experience. The report must include a plan for addressing the areas of patient concern or lack of satisfaction with care.

      Scoring:
      Yes No
      Physician analyzes patient experience with care ? ?
      Physician has plan for improving experience ? ?

    • Most Recent Endorsement Activity
      Measure Retired and Endorsement Removed National Voluntary Consensus Standards for Ambulatory Care- Part 1 (Phase 3 Cycle 1)
      Initial Endorsement
      Last Updated
      Removal Date
    • Steward
      National Committee for Quality Assurance
      Steward Organization POC Email
      [email protected]