Survey Brief
2020 CHP Patient Satisfaction Survey Measuring quality to demonstrate value
2020 CHP Patient Satisfaction Survey Brief The CHP Patient Satisfaction Survey (PSS) is a hallmark of CHP’s Quality Management program. Now in its 20th year, the PSS continues to demonstrate the value of integrative healthcare (IH) and the quality of CHP IH providers. The purpose of the CHP Patient Satisfaction Survey is two-fold: • To measure patient satisfaction with CHP’s high-quality provider network • To identify potential opportunities to improve overall patient satisfaction
Survey Methodology & Questions Survey participants included chiropractic and naturopathic physicians, licensed acupuncturists and licensed massage therapists on the CHP provider network. The respondents are a convenience sample of patients seen in the selected provider offices. The PSS includes questions from the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Clinician & Group Survey 3.0. The questions selected for the PSS pertain to: • Appointment accessibility • Overall rating of the provider • The provider’s knowledge of the patient’s medical history • Provider communication including showing respect for what the patient had to say, time spent with them, and providing easy to understand explanations
valuable feedback to clinicians about how they perform across a range of important measures as well as specific opportunities for improvement. For more than a decade, CHP has expanded the value of the survey with questions related to achieving the Triple Aim of better care, healthier people, and smarter spending. Patient experiences have become a key criterion in measuring healthcare quality. These additional questions offer the patient an expanded opportunity to reflect on their provider’s care delivery and also serve as a powerful measurement tool to demonstrate compliance with treatment as well as improved health outcomes.1 These expanded questions also survey the patient’s assessment of: • The provider engaging the patients to manage their condition • The outcomes of the treatment or recommendations Outcomes are inquired about in general and specifically, including reduced use of opioids/ narcotics and reduced need for conventional medical care as a result of treatments or recommendations by CHP integrative healthcare (IH) providers.
The responses from these questions provide
1 Xin H, et al. Is access to and use of primary care practices that patients perceive as having essential qualities of a patient-centered medical home associated with positive patient experience? Empirical evidence from a U.S. nationally representative sample. Journal for Healthcare Quality. 2017; 39(1):4-14.
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Survey Details
10
199
537
questions
Timeframe
patient responses
Sept/Oct 2020
provider participants
Number of Provider Participants & Patient Respondents by Discipline
182
162 149
Provider Participants
2020 Overall Patient Satisfaction Score
Patient Respondents
98% Ten-Year Average Overall Patient Satisfaction Score
44
40
35
97%
31
13 Chiropractic Physician (DC)
Naturopathic Physician (ND)
Acupuncturist (LAc)
Massage Therapist (LMT)
Average Score CAHPS® Questions 1-5 & 10
Average Score CHP Questions 6-9
Question 10 Rate Your Provider
DC
98%
93%
97%
ND
99%
94%
99%
LAc
98%
94%
98%
LMT
98%
94%
97%
Total
98%
94%
98%
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Survey Results Our 2020 survey results continue to show that patient satisfaction with CHP providers is at a high level across all categories of providers with the overall CAHPS® score for the 2020 survey at 98%. The average score for the past ten years is 97%. As in previous years, this year’s scores show remarkable consistency in patient satisfaction over time. The answers to the CHP questions (6-9) demonstrate the quality care CHP providers deliver, especially in engaging with patients. Survey responses show that CHP providers have a positive impact on patients by: • Improving their health • Reducing their need for opioid medications • Reducing their need for other medical care In general, the breakdown of responses to Q6-9 have been highly positive year over year, espe-
With an overall score of 98%, the CHP network of integrative healthcare providers continues to deliver a high level of patient satisfaction cially when considering combined responses of “Always” and “Usually”. While question 8 has N/A as an option (for patients not taking opioids for their condition) the percentage of respondents that reported “Always” or “Usually” experiencing reduced usage of opioids remains at a high level – 89%. This consistency of positive impact continues to demonstrate the value that our IH providers have on reducing opioid use amongst their patients. The average five-year response rate of 88% demonstrates the significant role that IH can play in mitigating the national, on-going opioid crisis.
Question 8 Comparison | 2016-2020 Has the treatment or recommendation you have received from this provider reduced your use of opiate/ narcotic pain medications, for example: oxycodone, Vicodin?
2016
2018
2019
2020
Response
(34% or 224/668 answered w/out N/A)
(22% or 95/434 answered w/out N/A)
(22% or 115/536 answer w/out N/A)
(24% or 129/530 answer w/out N/A)
Always
63% 22% 8% 7%
73% 19% 5% 3%
62% 24% 9% 5%
66% 23% 5% 6%
67% 22% 4% 7%
Usually Sometimes Never
3
2017
(32% or 261/829 answered w/out N/A)
CHP Survey Question Details
Question 6 In the last six months, did this provider talk with you about specific things you can do to manage your condition?
89% stated always 9% stated usually 2% stated sometimes 0% stated never
Question 7 Has the treatment or recommendation you have received from this provider helped you?
85% stated always 15% stated usually 0% stated sometimes 0% stated never
Question 8 Has the treatment or recommendation you have received from this provider reduced your use of opiate/narcotic pain medications, for example: oxycodone, Vicodin?
67% stated always
Has the treatment or recommendation you have received from this provider reduced your use of other medical care for this condition?
63% stated always
22% stated usually 4% stated sometimes 7% stated never
Question 9 28% stated usually 8% stated sometimes 1% stated never
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Benchmark Comparison – IH vs. Conventional Care
survey year. In the same time frame, CHP’s provider score have remained at the same level or increased. CHP’s overall score increased by 3% over the previous year and is 17% greater than the benchmark overall score. CHP providers also demonstrate higher levels of performance when benchmarked against the CAHPS® database in all three areas where we measure performance: access, provider communication, and provider rating.
The 2019 CAHPS® Clinician & Group Survey (CG-CAHPS) Database Chartbook2 includes a total of 330,390 patient experience survey responses submitted voluntarily by 2,002 conventional medical practices across the US. There are five core measures included in the survey that address the following key areas: • Access: getting timely appointments, care, and information
Access
• Provider communication: how well providers communicate with patients
Provider Communication
• Office staff: helpful, courteous, and respectful • Care coordination: providers’ use of information to coordinate patient care • Rating of provider 2019 marked the fifth year of the Adult 3.0 version of the CAHPS® Survey; the benchmark scores decreased by 1-5%, since the initial
CAHPS Question
CAHPS DB Overall Score
CHP Provider Overall Score
Got appointment for urgent care as soon as needed
66%
82%
Provider showed respect
89%
99%
Provider spent enough time
83%
97%
Provider explained things
84%
97%
2 Data collected January through December 2019.
Comparison of CAHPS® Adult Survey 3.0 Overall Rating of Provider, by Physician Specialty (2019) and CHP Combined Scores (2020) Patients rating the providers 9 or 10 where 10 is “Most satisfied” CAHPS® Internal Database Family Practice Orthopedics CHP Providers Medicine Overall 79%
5
77%
77%
80%
96%
All four CHP disciplines performed well on Q10, “Rate Your Provider”: • Chiropractic physicians rated at 97%
The Triple Aim Better care
• Naturopathic physicians rated at 99% • Licensed acupuncturists rated at 98% • Licensed massage therapists rated at 97% These scores have remained at this high level over many years, and demonstrate patients’ consistently high level of satisfaction with CHP’s network providers.
Looking Forward At CHP, we are excited to be a part of the healthcare revolution that is focused on patient-centered care and demonstrates the value of integrative healthcare. The high patient satisfaction scores received by CHP network providers demonstrate our engagement in achieving the Triple Aim in healthcare: better care, healthier people, and smarter spending. The increasing evidence in favor of integrative healthcare combined with patient satisfaction scores shows the value of IH, especially for chronic conditions and pain management. While these may have previously required expensive imaging or even an opioid prescription, using effective IH treatments instead thereby reduces the use of costly – and potentially – addictive interventions. This combination of research and patient satisfaction survey data shows that integrative healthcare can offer effective, evidence-based alternatives for treatment that delivers cost savings and safer alternatives for patients and payers alike.
Improving the patient experience through better access, clearer communication, and the overall quality of the provider-patient interaction
Healthier people
Improving patient engagement with treatment recommendations, improvement of treatment outcomes, and a reduction in opioid usage
Smarter spending
Reduction of the cost of medical care including a reduction in the usage of low-value treatment options
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