SNAPSHOT OF PATIENT EXPERIENCE IN WASHINGTON STATE: FEBRUARY 2018 WHAT IS PATIENT EXPERIENCE? The Washington Health Alliance’s most recent patient experience survey, conducted Patient experience between August and November 2017, produced results for 114 primary care medical surveys ask patients groups and 351 clinics* in 35 counties across Washington state. The survey asked questions whether or not, or that fit into four composite measures. All four composite measures are being publicly how often, certain reported along with a fifth measure on the overall rating of the provider: events or behaviors 1. Getting Timely Appointments, Care and Information actually occurred. Patient experience 2. How Well Providers Communicate with Patients survey questions focus 3. How Well Providers Use Information to Coordinate Patient Care on the dimensions of care that are most 4. Helpful, Courteous and Respectful Office Staff important to patients 5. Patient's Overall Rating of the Provider and that are linked to improved health The Alliance reports what’s called “top box” scores, which reflect a high level of outcomes for patients. performance, for example: a provider always listens carefully, a provider always explains things in a way that is easy to understand, or a provider always knows important information about a patient’s medical history. Improving patient experience has become a top priority of health care industry leaders because they know that it matters to patients and their families, and that a positive relationship between patient and provider improves the patient’s ability to take better care of themselves and follow-through with recommended care and medications. The summary charts on the following pages show how each medical group performed on these five measures – whether they received a rating of better than the state average (in green); the same as the state average (in grey); or worse than the state average (in red). These results come from a patient experience survey mailed to approximately 250,000 people. In order to be reported publicly, medical group and clinic results on each of the five questions must achieve a 0.7 reliability score. See the full detailed medical group and clinic results at www.wacommunitycheckup.org. View the full report. *Only primary care medical groups and clinics that have four or more providers have been included in this patient experience survey. For more about the Alliance: For the Community Checkup report: www.WashingtonHealthAlliance.org www.WACommunityCheckup.org Primary Care Medical Group Performance Medical Group Compared to State Average Summary: Patient Experience Survey Results Better Average Worse EvergreenHealth Medical Group Familycare Of Kent Sequim Medical Associates Astria Health-Grandview Medi cal Center Memorial Physicians, PLLC Swedish Medical Group The Polyclinic The Vancouver Clinic University Of Washington Medical Center Western Washington Medical Group Whidbey Island Internal Medicine Whitman Medical Group Bellevue Family Medicine Associates Eastside Family Medicine Clinic Lourdes Medical Center Northwest Physicians Network Spokane Internal Medicine Totem Lake Family Medicine UW Medicine - Valley Medical Group Virginia Mason Medical Center Bastyr Center For Natural Health Cascade Family Medical Clinic Country Doctor Community Health Centers* Creekside Medical Legacy Health Neighborcare Health* Overlake Medical Clinics Peacehealth Medical Group Pioneer Family Practice, PLLC Providence Medical Group- Southeast Summit View Clinic The Doctors' Clinic Of Spokane Three Rivers Family Medicine Unity Care Northwest* Yelm Family Medicine Associates In Family Medicine Cascade Medical Center Columbia Medical Associates 0 1 2 3 4 5 # of Measures *Federally Qualified Health Center *FederallyThe results Qualifiedare rank or deHealthred fir Centerst by per formance and then in alphabeti• cal order by medical group. The 2017 Pa• t ie nt Experience Survey was administered TheAugu resultsst through are Nrankovember ordered 2017. firstPa•tie bynts performancein the sample had and a qualithenfying in alphabetical visit between Julyorder 2016 by and medical May 2017. group. The rThee are 2017 a total Patient of 5 measu Experiencres. Measue res are unweighted; all 5 measures are treated equally for the purpose of this graphic. Survey was administered August through November 2017. Patients in the sample had a qualifying visit between July 2016 and May 2017. There are a total of 5 measures. Measures are unweighted; all 5 measures are treated equally for the purpose of this graphic. Primary Care Medical Group Performance Medical Group Compared to State Average Better Average Worse Summary: Patient Experience Survey Results Confluence Health Coulee Medical Center Family Health Care Of Ellensburg Family Medicine Of Grays Harbor Harborview Medical Center Island Hospital Northwest Medical Associates Pacific Medical Centers Providence Medical Group - Spokane Providence Physicians Group - Northwest South Island Medical The Everett Clinic Columbia Basin Health Association* Columbia Valley Community Health* Community Health Association Of Spokane* Edmonds Family Medicine Jamestown Family Health Clinic Kirkpatrick Family Care Kittitas Valley Healthcare Klickitat Valley Health Moses Lake Community Health Center* Newport Hospital And Health Services Northwest Primary Care Richmond Beach Clinic Olympic Medical Center Providence Medical Group - Southwest The Doctors Clinic Tri-State Memorial Hospital & Medical Center Tumwater Family Practice Clinic UW Neighborhood Clinics Family Care Network Family Wellness Center P.C. Lincoln Hospital MultiCare Health System Sound Family Medicine Adventist Health Medical Group Capital Medical Center Community Health Center Of Snohomish County* Kadlec Clinic 0 1 2 3 4 5 *Federally Qualified Health Center # of Measures The*Fede resultsrally Qualified are rank Health ordered Center first by performance and then in alphabetical order by medical group. 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Primary Care Medical Group Performance Medical Group Compared to State Average Summary: Patient Experience Survey Results Better Average Worse North Olympic Healthcare Network* Palouse Medical Samaritan Healthcare Summit Pacific Medical Ce nter Trios Medical Group Walla Walla Clinic Whidbey General Hospital And Clinics Columbia Basin Hospital Family Health Centers* Island Internal Medicine Jefferson Healthcare Lake Chelan Community Hospital & Clinics North Island Medical Center Pullman Family Medicine Snoqualmie Valley Hospital Willapa Harbor Hospital Northshore Medical Group CHI Franciscan Health Clallam County Hospital District Community Health Of Central Washington Healthpoint* Hudson's Bay Medical Group Overlake Internal Medicine Associates Southlake Clinic South Hill General Medical Clinic Cowlitz Family Health Center* Mason General Hospital & Family Of Clinics MultiCare Rockwood Clinic Peninsula Community Health Services* Skagit Regional Health Yakima Valley Farm Workers Clinic* International Community Health Services* Kaiser Permanente Ocean Beach Hospital & Medical Clinics Sea Mar Community Health Centers* Tri-Cities Community Health* 0 1 2 3 4 5 # of Measures *Federally Qualified Health Center The*Federallyresults ar eQualifiedrank orde rHealthed first bCentery performance and then in alphabeti• cal order by medical group. The 2017 Pa• t ie nt Experience Survey was administered AuguThes resultst through are No vrankember ordered 2017. P a•tfirstie nts by in performancethe sample had anda quali thenfying in visit alphabetical between July order 2016 andby medical May 2017. group. There aThere a 2017total of Patient 5 measu Experiencres. Measueres aSurveyre unweig washted; administered all 5 measures August are trea tthroughed equally Novemberfor the purpose 2017. of this Patients graphic. in the sample had a qualifying visit between July 2016 and May 2017. There are a total of 5 measures. Measures are unweighted; all 5 measures are treated equally for the purpose of this graphic. Linking Patient Experience to the Overall Rating of the Provider More organizations are working to understand what matters most to patients. The Alliance conducted a key driver analysis based on results from the 2017 patient experience survey. The provider’s The results show that six variables (listed below) explain 75 percent of the variation in the knowledge of the overall provider ratings. It is notable that five of the six relate to provider communication patient and effective and coordination of care. communication between provider and The table below lists the six variables, from highest to lowest, based on the correlation of patient continue to be the key driver to the rating of provider score. The average and 90th percentile scores for the most critical Washington overall reflect the percentage of patients reporting “always” in response to the elements of the question noted. patient’s