Reasons Primary Care Practices Chose Patient Experience Surveys During Patient-Centered Medical Home Transformation
Published in: Journal of Ambulatory Care Management, Volume 46, Issue 1, pages 34–44 (January/March 2023). doi: 10.1097/JAC.0000000000000442
Posted on RAND.org on December 07, 2022
Patient-centered medical home takes years to attain. Fifteen-to-eighteen percent of US primary care practices in 2008–2017 sought or maintained patient-centered medical home recognition. We conducted interviews with a stratified-random sample of 105 of these practices to determine why patient experience surveys were chosen. Fifty-one were using a Consumer Assessment of Healthcare Providers and Systems survey and 53 administering another patient survey. The 3 most common reasons were (1) to compare performance against other practices, which requires systematically collected data across large numbers of practices (ie, the Consumer Assessment of Healthcare Providers and Systems survey), (2) participation in an external patient-centered medical home program, and (3) survey administration cost. Leaders invested in a second patient survey for quality improvement needs.