MHQP 2011 Patient Experience Survey Report Adult

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MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Communication  (6 items) In the last 12 months, how often did this doctor explain things in a way that was easy to understand? frequency

Never Almost never Sometimes Usually Almost always Always

129 134 642 2056 4474 39784

Total applicable respondents

47219

No response

percent

0% 0% 1% 4% 9% 84%

346

In the last 12 months, how often did this doctor listen carefully to you? frequency

Never Almost never Sometimes Usually Almost always Always

165 226 926 2228 4352 39293

Total applicable respondents

47190

No response

percent

0% 0% 2% 5% 9% 83%

375

In the last 12 months, how often did this doctor give you clear instructions about what to do to take care of the health  problems or symptoms that were bothering you? frequency

Never Almost never Sometimes Usually Almost always Always

102 191 839 1798 4457 32480

Total applicable respondents

39867

No response

percent

0% 0% 2% 5% 11% 81%

7698

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

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MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Communication  (6 items) In the last 12 months, how often did this doctor give you clear instructions about what to do if your health problems or  symptoms got worse or came back? frequency

Never Almost never Sometimes Usually Almost always Always

339 353 886 1921 4134 32117

Total applicable respondents

39750

No response

percent

1% 1% 2% 5% 10% 81%

7815

In the last 12 months, how often did this doctor show respect for what you had to say? frequency

Never Almost never Sometimes Usually Almost always Always

152 215 719 1738 3279 41038

Total applicable respondents

47141

No response

percent

0% 0% 2% 4% 7% 87%

424

In the last 12 months, how often did this doctor spend enough time with you? frequency

Never Almost never Sometimes Usually Almost always Always

193 403 1040 2689 5618 37212

Total applicable respondents

47155

No response

percent

0% 1% 2% 6% 12% 79%

410

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

2

MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Integration of Care  (2 items) In the last 12 months, how often did this doctor seem informed and up‐to‐date about the care you got from specialists  that he or she sent you to? frequency

Never Almost never Sometimes Usually Almost always Always

434 397 1136 2370 4785 15830

Total applicable respondents

24952

No response

22613

percent

2% 2% 5% 9% 19% 63%

In the last 12 months, when this doctor ordered a blood test, x‐ray or other test for you, how often did someone from this  doctor's office follow up to give you those test results? frequency

Never Almost never Sometimes Usually Almost always Always

1587 791 1668 2719 4868 30455

Total applicable respondents

42088

No response

percent

4% 2% 4% 6% 12% 72%

5477

Knowledge of Patient  (2 items) In the last 12 months, how often did this doctor seem to know the important information about your medical history? frequency

Never Almost never Sometimes Usually Almost always Always

243 338 1110 3048 7245 35013

Total applicable respondents

46997

No response

percent

1% 1% 2% 6% 15% 75%

568

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

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MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Knowledge of Patient  (2 items) How would you rate this doctor’s knowledge of you as a person, including values and beliefs that are important to you? frequency

Very poor Poor Fair Good Very good Excellent

336 597 2066 5385 12168 26443

Total applicable respondents

46995

No response

percent

1% 1% 4% 11% 26% 56%

570

Health Promotion  (5 items) In the last 12 months, did you and this doctor talk about a healthy diet and healthy eating habits? frequency

Yes No

36319 10667

Total applicable respondents

46986

No response

percent

77% 23%

579

In the last 12 months, did you and this doctor talk about the exercise or physical activity you get? frequency

Yes No

41135 5872

Total applicable respondents

47007

No response

percent

88% 12%

558

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

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MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Health Promotion  (5 items) In the last 12 months, did you and this doctor talk about things in your life that worry you or cause you stress? frequency

Yes No

31806 15059

Total applicable respondents

46865

No response

percent

68% 32%

700

In the last 12 months, did this doctor ask whether there was a period of two weeks or more when you felt sad, empty or  depressed? frequency

Yes No

18008 28293

Total applicable respondents

46301

No response

percent

39% 61%

1264

Preventive care can include things like flu shots, cancer screening, mammograms, and eye exams. In the last 12 months,  did this doctor’s office remind you to get preventive care that you were due to receive? frequency

Yes No

37528 9267

Total applicable respondents

46795

No response

percent

80% 20%

770

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

5

MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Organizational Access  (6 items) In the last 12 months, when you called this doctor’s office to get an appointment for care you needed right away, how  often did you get an appointment as soon as you needed it? frequency

Never Almost never Sometimes Usually Almost always Always

237 265 1104 2414 6345 17208

Total applicable respondents

27573

No response

19992

percent

1% 1% 4% 9% 23% 62%

In the last 12 months, when you made an appointment for a check‐up or routine care with this doctor, how often did you  get an appointment as soon as you needed it? frequency

Never Almost never Sometimes Usually Almost always Always

287 525 1876 5194 8873 26366

Total applicable respondents

43121

No response

percent

1% 1% 4% 12% 21% 61%

4444

In the last 12 months, when you called this doctor’s office during regular office hours, how often did you get an answer to  your medical question that same day? frequency

Never Almost never Sometimes Usually Almost always Always

361 396 1400 2313 5697 14238

Total applicable respondents

24405

No response

23160

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

percent

1% 2% 6% 9% 23% 58%

6

MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Organizational Access  (6 items) In the last 12 months, when you called this doctor’s office after regular office hours, how often did you get help or advice  as soon as you needed? frequency

percent

Never Almost never Sometimes Usually Almost always Always

209 140 318 564 1136 3815

3% 2% 5% 9% 18% 62%

Total applicable respondents

6182

No response

41383

In the last 12 months, when you had an appointment at this doctor’s office, how often were you taken to the exam room  within 15 minutes of your appointment time? frequency

Never Almost never Sometimes Usually Almost always Always

1473 1416 4333 7917 12980 18939

Total applicable respondents

47058

No response

percent

3% 3% 9% 17% 28% 40%

507

In the last 12 months, once you were in the exam room, how often did the person you were scheduled to see come in  within 15 minutes? frequency

Never Almost never Sometimes Usually Almost always Always

793 921 2881 6831 11061 24672

Total applicable respondents

47159

No response

percent

2% 2% 6% 14% 23% 52%

406

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

7

MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Visit‐based continuity  (1 item) In the last 12 months, when you had an appointment at this doctor’s office, how often did you see this doctor, not a nurse  or other provider from this doctor’s office? frequency

Never Almost never Sometimes Usually Almost always Always

881 658 2000 2796 6758 33951

Total applicable respondents

47044

No response

percent

2% 1% 4% 6% 14% 72%

521

Office Staff  (2 items) In the last 12 months, how often were the front office staff at this doctor’s office as helpful as you thought they should be? frequency

Never Almost never Sometimes Usually Almost always Always

304 601 2347 5696 11157 26982

Total applicable respondents

47087

No response

percent

1% 1% 5% 12% 24% 57%

478

In the last 12 months, how often did the front office staff at this doctor’s office treat you with courtesy and respect? frequency

Never Almost never Sometimes Usually Almost always Always

167 296 1408 3958 6742 34530

Total applicable respondents

47101

No response

percent

0% 1% 3% 8% 14% 73%

464

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

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MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Overall Ratings  (2 items) Using any number from 0 to 10, where 0 is the worst doctor possible and 10 is the best doctor possible, what number  would you use to rate this doctor? frequency

0 Worst doctor possible 1 2 3 4 5 6 7 8 9 10 Best doctor possible

63 78 127 235 310 887 801 2465 6556 11469 23902

Total applicable respondents

46893

No response

percent

0% 0% 0% 1% 1% 2% 2% 5% 14% 24% 51%

672

Would you recommend this doctor to your family and friends? frequency

Definitely not Probably not Not sure Probably yes Definitely yes

884 1024 1953 7710 35414

Total applicable respondents

46985

No response

percent

2% 2% 4% 16% 75%

580

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

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MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Demographics  (21 items) In general, how would you rate your overall health? frequency

Excellent Very good Good Fair Poor

9441 19603 14599 2996 372

Total applicable respondents

47011

No response

percent

20% 42% 31% 6% 1%

554

What is your age? frequency

18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 or older

1330 3657 6022 12231 18382 4754 1189

Total applicable respondents

47565

No response

percent

3% 8% 13% 26% 39% 10% 2%

0

Are you male or female? frequency

Male Female

20280 27285

Total applicable respondents

47565

No response

percent

43% 57%

0

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

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MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Demographics  (21 items) What is the highest grade or level of school that you have completed? frequency

8th grade or less Some high school, but did not graduate High school graduate or GED Some college or 2‐year degree 4‐year college graduate More than 4‐year college degree

528 1144 8900 12930 9875 13612

Total applicable respondents

46989

No response

percent

1% 2% 19% 28% 21% 29%

576

Are you of Hispanic or Latino origin or descent? frequency

No, not Hispanic or Latino Yes, Hispanic or Latino

46105 1460

Total applicable respondents

47565

No response

percent

97% 3%

0

What is your race?:  White frequency

Yes No

41467 6098

Total applicable respondents

47565

No response

percent

87% 13%

0

What is your race?:  Black or African‐American frequency

Yes No

1560 46005

Total applicable respondents

47565

No response

percent

3% 97%

0

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

11

MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Demographics  (21 items) What is your race?: Asian frequency

Yes No

1583 45982

Total applicable respondents

47565

No response

percent

3% 97%

0

What is your race?: Native Hawaiian or other Pacific Islander frequency

percent

Yes No

56 47509

0% 100%

Total applicable respondents

47565

No response

0

What is your race?: American Indian or Alaska Native frequency

Yes No

249 47316

Total applicable respondents

47565

No response

percent

1% 99%

0

What is your race?: Other frequency

Yes No

755 46810

Total applicable respondents

47565

No response

percent

2% 98%

0

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

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MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Demographics  (21 items) Has a doctor ever told you that you had: Hypertension or high blood pressure frequency

Yes No

18202 28851

Total applicable respondents

47053

No response

percent

39% 61%

512

Has a doctor ever told you that you had: Angina or coronary artery disease or heart disease frequency

Yes No

2036 45017

Total applicable respondents

47053

No response

percent

4% 96%

512

Has a doctor ever told you that you had: Congestive heart failure frequency

Yes No

591 46462

Total applicable respondents

47053

No response

percent

1% 99%

512

Has a doctor ever told you that you had: Diabetes frequency

Yes No

4841 42212

Total applicable respondents

47053

No response

percent

10% 90%

512

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

13

MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Demographics  (21 items) Has a doctor ever told you that you had: Asthma, emphysema, or COPD (Chronic Obstructive Pulmonary Disease) frequency

Yes No

6033 41020

Total applicable respondents

47053

No response

percent

13% 87%

512

Has a doctor ever told you that you had: Rheumatoid Arthritis, Osteoarthritis, or Degenerative Joint Disease frequency

Yes No

7836 39217

Total applicable respondents

47053

No response

percent

17% 83%

512

Has a doctor ever told you that you had: Any cancer (other than skin) frequency

Yes No

3213 43840

Total applicable respondents

47053

No response

percent

7% 93%

512

Has a doctor ever told you that you had: Depression frequency

Yes No

7572 39481

Total applicable respondents

47053

No response

percent

16% 84%

512

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

14

MHQP 2011 Patient Experience Survey Report Adult Primary Care Results 47,565 Respondents Statewide Demographics  (21 items) Has a doctor ever told you that you had: Acid reflux or stomach ulcers or Gastroesophageal Reflux Disease frequency

Yes No

11045 36008

Total applicable respondents

47053

No response

percent

23% 77%

512

Has a doctor ever told you that you had: Migraine headaches frequency

Yes No

5948 41105

Total applicable respondents

47053

No response

percent

13% 87%

512

© Massachusetts Health Quality Partners • www.mhqp.org • 617‐600‐4621

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