The business adage "what gets measured gets managed" applies in health care. Two projects focus on measuring and improving the patient experience in community clinics.
Improving Patient Experience: A Hands-on Guide for Safety-Net Clinics (658 K)
Feedback Loop: Testing a Patient Experience Survey in the Safety Net (1.06 MB)
Measuring and Improving Patient Experience in the Safety Net: Executive Summary (505 K)
Patient Experience Survey (English) (171 K)
Patient Experience Survey (Spanish) (170 K)
Patient Experience Survey (Chinese) (228 K)
Patient Experience Survey (Vietnamese) (293 K)
Patient Experience Survey (Korean) (302 K)
In recent years, significant resources have been invested to evaluate patient experience of care (PEC) in various health care settings. However, most data collection has focused solely on the commercially insured population, and there is very little verified data on PEC among safety-net patients. To gather data on this population, CHCF supported an initiative to measure the use of standardized PEC survey tools in safety-net clinic settings, as well as two quality improvement (QI) collaboratives focusing on PEC within a large urban clinic system. The results of these PEC projects are offered in two reports, plus an executive summary that outlines the results from both projects:
The executive summary, Measuring and Improving Patient Experience in the Safety Net, presents a capsule version of the results of both projects.
All three papers are available as Document Downloads. Also available as Document Downloads are the CAHPS PEC visit-based survey in English and translated into four languages: Spanish, Chinese, Vietnamese, and Korean.