Patient Experience

Patient experience refers to what happens to people when they are interacting with the health care system and trying to have their needs met.

Measure Descriptions Hide

Getting Timely Appointments, Care and Information

This is a composite measure of three survey questions.

  • When you made an appointment for a check-up or routine care with this provider, how often did you get an appointment as soon as you needed?
  • When you contacted this provider’s office during regular office hours, how often did you get an answer to your medical question that same day?
  • When you contacted this office to get an appointment for care you needed right away, how often did you get an appointment as soon as you needed?
 

How Well Providers Communicate with Patients

This is a composite measure of four survey questions.

  • How often did this provider explain things in a way that was easy to understand?
  • How often did this provider listen carefully to you?
  • How often did this provider show respect for what you had to say?
  • How often did this provider spend enough time with you?
 

How Well Providers Use Information to Coordinate Care

This is a composite measure of three survey questions.

  • How often did this provider seem to know important information about your medical history?
  • How often did you and someone from this provider’s office talk about all the prescription medicines you were taking?
  • How often did someone from this provider’s office follow up to give you test results?
 

Helpful, Courteous and Respectful Office Staff

This is a composite measure of two survey questions.

  • In the last 12 months, how often were clerks and receptionists at this provider’s office as helpful as you thought they should be?
  • In the last 12 months, how often did clerks and receptionists at this provider’s office treat you with courtesy and respect?
 

Patient's Rating of the Provider

This measure reflects patient responses to a single survey question in which patients were asked to rate the provider on a scale of 0 to 10 with 0 the worst provider possible and 10 the best provider possible. We are reporting on the percentage of those who rated the provider either a 9 or 10.

 

Frequently Asked Questions Show

Viewing July 2014 - June 2015 results

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* Too few results to achieve a 0.7 reliability level.
** Federally Qualified Health Center.

Notes:

  • All differences in scores are calculated prior to rounding and are rounded for display purposes only.
  • All statistical tests are conducted at the 95% confidence level. Statistically significant differences are marked as being “Worse” or “Better” than the State wide average. Scores that are not statistically significantly different are marked as “Average.”
  • The survey was mailed to approximately 181,000 commercially-insured adults (25 and older) in Washington between September and December 2015. The survey asked patients to report their experiences with their health care provider and the provider's office staff over the last 12 months.

For more information about the measures, including data source and measurement period, see Technical Specifications for Community Checkup Measures.