CINCINNATI – Greater Cincinnati patients who see primary care physicians reporting data to YourHealthMatters.org rate their patient experience higher than the national average. The percentage of these patients who gave their primary care doctor an exceptional rating in 2014 was 87%, surpassing both the Midwest and national averages of 83% and 82%, respectively.
Greater Cincinnati’s ratings were reported by 173 regional primary care medical practices participating in YourHealthMatters.org, the region’s only neutral, nonprofit physician rating website. Results are calculated using the standardized and validated Group-Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) survey, which is delivered by mail to patients who have recently visited their doctor. Patients are randomly sampled to eliminate bias, and their responses are then compiled by an independent research company and submitted to YourHealthMatters.org.
Local results were comparted to the 2014 CAHPS Chartbook, which captures a total of 312,624 adult patient experience survey responses submitted voluntarily by 1,330 medical practices during 2014, through the first quarter in 2015.
“The link is strong between practices committed to transparency on YourHealthMatters.org and satisfied patients,” said Dr. Barbara Tobias, Medical Director at the Health Collaborative. “Since we began collecting and reporting data on patient satisfaction in 2013 scores have increased, just as they have for our reports on clinical outcomes, a reminder that what gets measured gets improved.”
YourHealthMatters.org is a tool developed locally by The Health Collaborative to help consumers make better choices about their health care and improve their engagement with their doctor. YourHealthMatters.org is the only rating tool in the Greater Cincinnati area that uses this validated method to capture patient experience data – other rating tools rely on patients self-selecting to provide online feedback.
The CG-CAHPS survey asks patients to answer questions related to their experience in four core areas: 1) getting care when needed, 2) how well doctors communicate, 3) courteous and helpful office staff, and 4) overall rating of the doctor.
Greater Cincinnati provider ratings exceeded the national rate in every core category, as well as the Midwest ratings for ‘overall rating of the doctor’ and ‘how well doctors communicate.’ For the ‘getting care when needed’ and ‘courteous and helpful office staff’ categories, Greater Cincinnati primary care practices are trending with the Midwest ratings for the same categories.
The Health Collaborative reported earlier this year that practices were implementing specific strategies to improve the access to care component of the patient experience survey. These strategies ranged from planned communication to patients, adding same-day appointment options and promotion of MyChart, the online portal for accessing personal health records, prescription refills, and scheduling appointments.
“The quality of the health care we receive is being measured across the country, with increasing emphasis placed on patient experience,” said Dr. Tobias. “We expect that the practices that are able to implement patient-focused strategies like same-day appointments and after-hours communication will continue to see their patient satisfaction scores improve considerably.”
YourHealthMatters.org was launched in 2010 and currently rates primary care practices on diabetes care, cardiovascular health, and colon cancer screenings in addition to patient satisfaction. Hospital ratings are also available on YourHealthMatters.org. As a testament to the saying, what gets measured gets improved, each measure rated by YourHealthMatters.org has shown improvement over its baseline rating.
Patients’ overall rating of the doctor represents the percentage of patients that give their doctor an exceptional rating, measured by a rating of ‘9’ or ‘10’ on a scale of 0-10.
Greater Cincinnati’s score: 87%
National Score: 82%
Midwest Score: 83%
Getting care when needed is a composite of questions measuring the percentage of patients who answered “yes” or “always” to survey questions about how often they got appointments for care as soon as needed, timely answers to questions when they called the office, and how often they saw the doctor within 15 minutes of their appointment time.
Greater Cincinnati’s score: 64%
National Score: 63%
Midwest Score: 65%
How well doctors communicate reflects patient responses of “yes” or “always” to survey questions about whether their doctor knew their medical history, explained things clearly, listened carefully, showed respect, provided easy to understand instructions, and spent enough time with the patient.
Greater Cincinnati’s score: 94%
National Score: 91%
Midwest Score: 91%
Courteous and helpful office staff is measured by patient responses of “yes” or “always” to survey questions about whether the office staff was helpful, courteous and respectful.
Greater Cincinnati’s score: 93%
National Score: 92%
Midwest Score: 93%
About the Health Collaborative:
The Health Collaborative is a non-profit organization that strives to positively impact health status, experience, outcomes, and affordability by fostering a connected system of health care and community health through innovation, integration, and informatics in the greater Cincinnati region. For more information about the Health Collaborative, visit
YourHealthMatters.org is the community’s trusted, neutral source for health care quality ratings. Created by The Health Collaborative, the website helps Greater Cincinnati health care consumers make more informed health care decisions with provider ratings, patient resources, and information about the care that is being provided; it is founded on the belief that a healthy partnership between patient and doctor can result in an improved quality of health care in Greater Cincinnati. For more information on YourHealthMatters, visit www.yourhealthmatters.org.