2014 - PCMH6C

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At least annually, the practice obtains feedback from patients/families on their experiences with the practice and their care. For factors 1-4 NCQA reviews reports with summarized results of patient feedback.

6.C.1 The practice conducts a survey (using any instrument) to evaluate patient/family experiences on at least three of the following categories

  • Access (may include routine, urgent and after-hours care).
  • Communication with the practice, clinicians and staff (may include “feeling respected and listened to” and “able to get answers to questions”).
  • Coordination of care (may include being informed and up-to-date on referrals to specialists, changes in medications and lab or imaging results).
  • Whole-person care/self-management support (may include the provision of comprehensive care and self-management support and emphasizing the spectrum of care needs such as mental health; routine and urgent care; advice, assistance and support for making changes in health habits and making health care decisions.)
Description Example/Screenshot/Documentation Source Date Added
Survey Policies, Samples, and Results Policies, Samples, and Results TPC 03/25/13

6.C.2 The practice uses the Patient-Centered Medical Home version of the CAHPS Clinician & Group survey tool

Note: Practices can earn Distinction from NCQA for using the CAHPS PCMH survey to collect patient experience data and for:

  • Using a specific methodology to collect the data.
  • Using a certified vendor to collect the data.
  • Reporting results to NCQA, to be used to benchmark patient-experience data.

6.C.3 The practice obtains feedback on experiences of vulnerable patient groups

According to NCQA, the practice uses a survey or another method to assess quality of care for its vulnerable subgroups. Patient self-identification in the survey may provide the basis for the subgroups.

6.C.4 The practice obtains feedback from patients/families through qualitative means.

According to NCQA, qualitative feedback methods such as focus groups, individual interviews, patient walkthrough and suggestion boxes may be used. Practices may use a feedback methodology conducive to its population of patients/families or parents, such as “virtual” participation (e.g., by phone or videoconference). Comments from surveys used to satisfy factors 1 and 2 do not meet this requirement.