profession
Massachusetts physicians use patient feedback to refine care
NEWS IN BRIEF — Posted Jan. 3, 2011
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.
