Table 4.
Distribution of Survey Reponses for Patient Experience Assessed by CAHPS-CG Survey
| Composite scores | Survey item | Percent of Respondentsa | |||||
|---|---|---|---|---|---|---|---|
| Never | Almost never | Sometimes | Usually | Almost always | Always | ||
| Getting timely appointments, care, and information (Mean=67.5 SD=22.5) | Got appointment for urgent care as soon as needed (n=306b) | 2.3 | 5.6 | 14.4 | 11.4 | 27.1 | 39.2 |
| Got appointment for non-urgent care as soon as needed (n=370) | 1.4 | 2.2 | 13.8 | 14.6 | 19.2 | 48.9 | |
| Got answer to medical question the same day he/she phoned doctor's office (n=243) | 4.1 | 6.6 | 11.9 | 11.9 | 25.1 | 40.3 | |
| Got answer when phoned doctor's office after hours (n=99) | 5.1 | 4.0 | 15.2 | 14.1 | 17.2 | 44.4 | |
| Saw doctor within 15 minutes of appointment time (n=436) | 12.8 | 10.6 | 27.8 | 18.8 | 15.8 | 14.2 | |
| How well doctors communicate with patients (Mean=86.3 SD=19.0) | Explained things in a way that was easy to understand (n=439) | 1.1 | 1.1 | 5.2 | 9.6 | 16.4 | 66.5 |
| Listened carefully to patient (n=437) | 0.5 | 1.4 | 5.3 | 9.8 | 12.8 | 70.3 | |
| Easy to understand instructions about taking care of health problems (n=356) | 0.6 | 2.2 | 5.6 | 7.9 | 21.1 | 62.6 | |
| Knew important information about patient's medical history (n=437) | 1.6 | 4.3 | 6.2 | 11.2 | 24.3 | 52.4 | |
| Respected patient's comments (n=439) | 0.5 | 1.4 | 5.5 | 6.8 | 11.2 | 74.7 | |
| Spent enough time with the patient (n=437) | 1.4 | 2.5 | 8.7 | 9.6 | 19.0 | 58.8 | |
| Helpful, courteous, and respectful office staff (Mean=79.2 SD=24.4) | Clerks and receptionists were helpful (n=440) | 1.8 | 4.3 | 13.2 | 16.1 | 23.0 | 41.6 |
| Clerks and receptionists were courteous and respectful (n=438) | 1.4 | 2.7 | 8.7 | 12.3 | 18.0 | 56.8 | |
| 1-4 | 5-6 | 7 | 8 | 9 | 10 | ||
| Overall rating (Mean=82.6 SD=20.4) | Rating doctor from 1 (worst) to 10 (best) (n=438) | 4.3 | 8.2 | 8.2 | 22.1 | 18.7 | 38.4 |
Abbreviation: CAHPS-CG, Consumer Assessment of Healthcare Providers and Systems Clinician & Group; SD, standard deviation.
a
Percentages may not sum to 100 because of missing values and rounding.
b
Sample size “n” for each item did not include missing responses to the survey question or “not applicable” responses (e.g. “I did not phone the doctor's office after office hours