The CHP Group 2021 Patient Satisfaction Survey Brief

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Smart solutions. Healthy results. The CHP Group 2021 Patient Satisfaction Survey Brief Measuring quality to demonstrate value

The1 purpose of the CHP Patient Satisfaction Survey is two-fold:

• To identify potential opportunities to improve overall patient satisfaction Survey Methodology & Questions Survey participants included chiropractic and naturopathic physicians, licensed acupuncturists and licensed massage therapists on the CHP provider network. The PSS includes questions from the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Clinician & Group Survey 3.0.

The 2021 survey results continue to show that patient satisfaction with CHP providers is at a high level across all categories of providers.

2021 CHP Patient Satisfaction Survey Brief

The CHP Patient Satisfaction Survey (PSS) is an integral part of CHP’s Quality Management program. The survey – now in it’s 21st year – demonstrates the value of integrative healthcare (IH) and the quality of CHP IH providers.

• To measure patient satisfaction with CHP’s high-quality provider network

The questions selected for the PSS pertain to:

• Provider communication • Appointment accessability • Time spent with the patient Responses to these questions offer valuable feedback to clinicians about how they perform across a range of important measures as well as specific opportunities for improvement. 1 Xin H, et al. Is access to and use of primary care practices that patients perceive as having essential qualities of a patient-centered medical home associat ed with positive patient experience? Empirical evidence from a U.S. nationally representative sample. Journal for Healthcare Quality. 2017; 39(1):4-14.

Patient experiences have become a key criterion in measuring healthcare quality. For more than a decade, CHP has expanded the depth of the survey with questions related to achieving the Triple Aim of better care, healthier people, and smarter spending. These additional questions offer the patient an opportunity to reflect on their provider’s care delivery and also serve as a powerful measurement tool to demonstrate compliance with treatment as well as improved health outcomes.1 These expanded questions also survey the patient’s assessment of:

• The outcomes of the treatment or Outcomesrecommendationsareinquiredabout in general and specifically, including reduced use of opioids/ narcotics and reduced need for conventional medical care as a result of treatments or recom mendations by CHP integrative healthcare (IH) providers. Survey Results

• The provider’s knowledge of the patient’s medical history

• The provider engaging the patients to manage their condition

• Overall rating of the provider

2 Average Score CAHPS® Questions 1-5 & 10 Average Score CHP Questions 6-9 Question 10 Rate Your Provider DC 98% 93% 98% ND 97% 92% 98% LAc 98% 92% 98% LMT 97% 92% 98% Total 97% 92% 98% Survey participantsDetailsprovider 199 500 responsespatientquestions 10 Timeframe Aug-Oct 2021 RespondentsPatientParticipantsProvider 97% 97% Provider Participants & Patient Respondents by Discipline PhysicianChiropractic(DC) PhysicianNaturopathic(ND) Acupuncturist(LAc) TherapistMassage(LMT) 48 34 37 182 26 156 136 2021 Overall Patient Satisfaction Score Ten-Year Average Overall Patient Satisfaction Score 7

The3 overall CAHPS® score for the 2021 survey was 97% and the average score for the past ten years is also 97%. As in previous years, this year’s score show remarkable consistency in patient satisfaction over time. The answers to the CHP questions (6-9) demonstrate the quality care CHP providers deliver, especially in engaging with patients. Survey responses show that CHP providers have a positive impact on patients by: • Improving their health

Benchmark Comparison – IH vs. Conventional Care

The 2019 CAHPS® Clinician & Group Survey (CG-CAHPS)

• Reducing the need for opioid medications

Database Chartbook2 includes a total of 330,390 patient experience survey responses submitted voluntarily by 2,002 conventional medical practices across the US. There are five core measures included in the survey that address the following key areas: • Access: getting timely appointments, care, and information Response 2017 (34% or 224/668 answered w/out N/A) 2018 (22% or 95/434 answered w/out N/A) 2019 (22% or 115/536 answered w/out N/A) 2020 (24% or 129/530 answered w/out N/A) 2021 (22% or 109/499 answered w/out N/A) Always 73% 62% 66% 67% 63% Usually 19% 24% 23% 22% 22% Sometimes 5% 9% 5% 4% 6% Never 3% 5% 6% 7% 9% Question 8 Comparison | 2017–2021 Has the treatment or recommendation you have received from this provider reduced your use of opiate/ narcotic pain medications, for example: oxycodone, Vicodin?

• Reducing the need for other medical care In general, the breakdown of responses to Q6-9 have been highly positive year over year, especially when considering combined responses of “Always” and “Usually”. While Question 8 has N/A as an option (for patients not taking opioids for their condition) the percentage of respondents that reported 2 Data collected January 1–December 2019. This is the most current published chartbook; AHRQ has suspended data submission for this survey beginning in 2021 due to anticipated declines in participation. “Always” or “Usually” experiencing reduced usage of opioids remains at a high level – 85%. This consistency in positive impact continues to demonstrate the value that our IH providers have on reducing opioid use amongst their patients. The average five-year response rate of 88% demonstrates the significant role that IH can play in mitigating the national, on-going opioid public health emergency.

4 Q7 | Has the treatment or recommendation you have received from this provider helped you? Q8 | Has the treatment or recommendation you have received from this provider reduced your use of opiate/narcotic pain medications, for example: oxycodone, Vicodin? Q9 | Has the treatment or recommendation you have received from this provider reduced your use of other medical care for this condition? Q6 | In the last six months, did this provider talk with you about specific things you can do to manage your condition? 97% of respondents stated always or usually 99% of respondents stated always or usually 85% of respondents stated always or usually 91% of respondents stated always or usually CHP Survey Question Details• Provider communication: how well providers communicate with patients • Office staff: helpful, courteous, and respectful • Care coordination: providers’ use of information to coordinate patient care • Rating of provider 2019 marked the fifth year of the Adult 3.0 version of the CAHPS® Survey; the benchmark scores decreased by 1-5%, since the initial survey year. Comparing last year’s scores with 2021 scores in this category for CHP providers against the same benchmark scores from 2019, CHP’s score remained the same at 96% and is 17% greater than the benchmark overall score. CAHPS Question CAHPSOverallDBScore CHP OverallProviderScore Access Got appointment for urgent care as soon as needed 66% 75% Provider Communication Provider showed respect 89% 99% Provider spent enough time 83% 96% Provider explained things 84% 94% All four CHP disciplines performed well on Q10, “Rate Your Provider” with all discliplines rated at 98%. These scores have remained at this high level over many years and demonstrate patients’ consistently high level of satisfaction with CHP’s network providers. Looking Forward At CHP, we are excited to be a part of the healthcare revolution that is focused on

patient-centered care and demonstrates the value of integrative healthcare. The high patient satisfaction scores received by CHP network providers demonstrate our engagement in achieving the Triple Aim in healthcare: better care, healthier people, and smarter spending. The increasing evidence in favor of integrative healthcare combined with patient satisfaction scores shows the value of IH, especially for chronic conditions and pain management. While these may have previously required expensive imaging or even an opioid prescription, using effective IH treatments instead thereby reduces the use of costly, and potentially, addictive interventions. This combination of research and patient satisfaction survey data shows that integrative healthcare can offer effective, evidence-based alternatives for treatment that delivers cost savings and safer alternatives for patients and payers alike. Patients rating the providers 9 or 10 where 10 is “Most satisfied” DatabaseCAHPS®Overall Family Practice Internal Medicine Orthopedics CHP Providers 79% 77% 77% 80% 96% Comparison of CAHPS® Adult Survey 3.0 Overall Rating of Provider, by Physician Specialty (2019) and CHP Combined Scores (2021) linkedin.com/company/the-chp-groupfacebook.com/TheCHPGroup@TheCHPGroup chpgroup.com 800-449-9479 © The CHP Group 2021 The CHP Group 6600 SW 105th Ave Ste 115 Beaverton OR 97008 With an overall score of 97%, the CHP network of integrative healthcare providers continues to deliver a high level of satisfactionpatient

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