Primary Care Patient Satisfaction

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Department of Public Health

FY 2016-17
Target: 70% of providers receive a rating of 9 or 10 on SFHN patient satisfaction survey
Target Status: 
MEETING TARGET

This measure represents the average overall provider rating for the 12 primary care clinics within the San Francisco Health Network (SFHN). Patients complete a survey where they are asked, “Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider?” This is a measure of patients who rate the provider as a 9 or a 10. Patient rating of a provider is influenced by a number of factors, including the amount of time providers spend with patients, continuity of care with provider and/or care team, and ease of appointment making. Facilities that offer positive patient experiences and successful patient-provider relationships increase their chances of achieving a loyal and satisfied customer base.

Established in June 2013, the SFHN is a comprehensive system of care, overseen by the Department of Public Health (DPH), which includes primary and specialty care, dentistry, emergency and trauma treatment, skilled nursing and rehabilitation, and behavioral health. The SFHN is made up of the Priscilla Chan and Mark Zuckerberg San Francisco General Hospital and Trauma Center, Laguna Honda Hospital and Rehabilitation Center, as well as numerous DPH-run primary care clinics throughout the city.

OVERALL PRIMARY CARE PROVIDER RATING IN THE SAN FRANCISCO HEALTH NETWORK

How The Department of Public Health is Performing

Since July 2016, the average provider rating across the 12 clinics has met the target of 70 percent. To further improve ratings, the primary care patient experience team at DPH recently completed training of community clinics staff on retrieving, reading, analyzing, and utilizing the patient satisfaction data pulled from the vendor website. This tool will provide clinic leadership and primary care leadership with necessary information to improve customer experience. Currently there are care experience meetings to discuss trends in patient satisfaction ratings at the clinic level, primary care leadership level, and at the SFHN level. With the tools and data now available to all clinics, the DPH care experience team within primary care has a renewed focus on satisfaction trends and how they can be improved.

How Performance is Measured

Patient satisfaction data is gathered through a survey known as the “Clinician and Group—Consumer Assessment of Healthcare Providers and Systems,” or CG-CAHPS. The survey is mailed to patients on a rolling basis. Each practice can expect to have at least 300 completed surveys by year’s end, and is able to review at least 30 surveys per quarter. Each data point represents a 3-month rolling average.

DPH is piloting a program to determine if providing patients with the survey by email and text message immediately after an appointment and departure from the clinic will increase response rates. The pilot program is an attempt to understand how to best capture the experiences of patients without a stable address or who prefer non-paper surveys.

The number displayed on the scorecard page represents a fiscal year average of the values in the chart above.

Additional Information

Data

Please visit DataSF for the scorecard data.