Table 3.
Sample Outcomes Measured by Case Study Sites
| Measure | How Collected | Outcomes of Practice Change Including New MA Roles | |
|---|---|---|---|
| Patient Satisfaction Survey | |||
| Example 1 | Doctor seems to know the important information about your medical history? | CAHPS Survey | 93% of patients report that this is true of intervention site; 53% report this is true of prior PCP comparison |
| Example 2 | Patient confidence in provider (previsit planning is conducted by MAs) | Press‐Ganey Patient Satisfaction Survey | 87% for comparison and 99% for intervention group after implementing pre‐visit planning |
| Example 3 | Overall positive customer satisfaction scores | CAHPS Survey | 88.5–91% post‐implementation |
| Example 4 | Doctor spending time with patient and not seeming rushed | PRC Patient Experience Survey | 48% pre‐implementation to 65% post‐implementation |
| Staff/Provider Satisfaction Survey | |||
| Example 1 | Aggregate score of provider satisfaction with practice | AMGA provider satisfaction | 69% pre‐implementation to 81% post‐implementation |
| Example 2 | Provider satisfaction with self‐management supports (MA health coaching) | Evaluation survey for pilot project | 7.8 pre‐implementation to 8.7 post‐implementation (1–10 scale) |
| Example 3 | Aggregate score of employees agreeing “I am a satisfied employee” | Morehead Employee Opinion Survey | 3.7 pre‐implementation to 4.2 post‐implementation (1–5 scale) |
| Example 4 | Aggregate score of employees agreeing “I would recommend this organization as a good place to work” | Morehead Employee Opinion Survey | 3.82–4.16 over 3 years of implementation period (1–5 scale) |
| Quality of care | |||
| Example 1 | Asthma screening: ≥1 office visit over past 12 months) | HEDIS | 40% pre‐implementation to 70% post‐implementation |
| Example 2 | Childhood immunization status for children from birth to 2 years of age | HEDIS | 57% pre‐implementation to 100% post‐implementation |
| Example 3 | Proportion of hypertensive patients with controlled blood pressure | HEDIS | 56% pre‐implementation to 76% post‐implementation |
| Example 4 | Percentage of diabetic patients with at least one HbA1c test over 12 months | HEDIS | 83% in 2003; 92% in 2010 (improvement over time) |
| Efficiency/operations | |||
| Example 1 | Dropped calls (MA phone bank) | Organization records | 3.1% reduction 1 year post‐implementation |
| Example 2 | Employee retention rate | Organization records | ~60% pre‐implementation to 83% post‐ implementation |
| Example 3 | Patient visit time | Organization records | 2.62 hours preimplementation to 57 minutes post‐implementation |
| Example 4 | Patient visit time | Organization records | 90 minutes pre‐implementation to 45 minutes post‐implementation |
| Costs/productivity/utilization | |||
| Example 1 | The number of patients per provider hour | Organization records | 1.82 patients pre‐implementation to 2.8 post‐implementation; Increased revenue of over $400,000 per year |
| Example 2 | PMPM cost | Payer records | Intervention site patients cost 17% less PMPM than comparable patients |
| Example 3 | (i) Emergency department and urgent care visits; (ii) hospital admissions and days | Records from partner hospital | (i) 50% reduction, (ii) 53% reduction post‐implementation |
| Example 4 | Emergency department and hospital visits | Payer records | Both decreased by 40% resulting in 10–25% reduction in costs post‐implementation |
CAHPS, Consumer Assessment of Healthcare Providers and Systems; HEDIS, Healthcare Effectiveness Data and Information Set; MA, medical assistants; PCP, primary care provider; PMPM, per member per month; PRC, Professional Research Consultants, Inc.