LBP: Evaluation of Patient Experience

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 ? ?