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Massachusetts physicians use patient feedback to refine care

NEWS IN BRIEF — Posted Jan. 3, 2011

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More than 80% of Massachusetts physician groups are using patient experience survey results to reshape how they deliver care, according to a study published online Dec. 15, 2010, in the Journal of General Internal Medicine.

About 60% of the 72 physician groups surveyed said they implemented changes as a result of patients' feedback on issues such as getting timely appointments and how well physicians communicate. An additional 22% of physician groups focused only on improving the efforts of their lowest-scoring physicians, and 17% took no action in response to the patient reports.

The most common improvement actions included changing patient check-in and test-result procedures, installing electronic medical records systems and upgrading phone systems, the study said (link).

Statewide survey results have been publicly reported since 2006.

Note: This item originally appeared at http://www.ama-assn.org/amednews/2011/01/03/prbf0103.htm.

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