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THE CAHPS DATABASE


2012 CAHPS Clinician & Group Survey Database




2012 Chartbook: What Patients Say About Their Health Care Providers and Clinics




AHRQ Contract No.: HHSA290201300003C

Managed and prepared by:

Westat, Rockville, MD

Dale Shaller
Janice Ricketts
Michael Hornbostel

AHRQ Publication No. 14-0018-EF
October 2013




This document is in the public domain and may be used and reprinted without permission except those copyrighted materials noted for which further reproduction is prohibited without specific permission of copyright holders.

No investigators have any affiliations or financial involvement (e.g., employment, consultancies, honoraria, stock options, expert testimony, grants or patents received or pending, or royalties) that conflict with material presented in this report.


Table of contents

1. EXECUTIVE SUMMARY

2. INTRODUCTION

3. CG-CAHPS DATABASE COMPOSITION

4. CHARACTERISTICS OF THE 2012 CG-CAHPS DATABASE

Region

Physician Specialties

Ownership and Affiliation

Survey Mode

5. COMPARATIVE RESULTS BY SURVEY VERSION

12-month Adult 2.0 (4pt)

12-month Adult PCMH 2.0 (4pt)

12-month Child/PCMH Combined 2.0 (4pt)

Visit Adult 2.0

Tables

Table 1-1. Comparison of Top-Box Scores By Survey Version

Table 1-2. Comparison of Top-Box Scores for 12-Month Adult and Child PCMH Survey Composites

Table 1-3. Comparison of Visit Adult Top-Box Scores By Region

Table 1-4. Comparison of Visit Adult Top-Box Scores By Physician Specialty

Table 3-1. Composition of the CG-CAHPS Database by Survey Version

Table 4-1. Distribution of Practice Site Counts & Total Survey Completes by Region

Table 4-2. Distribution of Practice Site Counts and Total Survey Completes by Physician Specialty

Table 4-3. Distribution of Practice Site Counts and Total Survey Completes by Practice Site Ownership and Affiliation

Table 4-4. Distribution of Practice Site Counts & Total Survey Completes by Survey Mode


Appendixes

Appendix A. About the CG-CAHPS Database

Appendix B. Definition of Regions

Appendix C. Definition of Specialties

Appendix D. Definition of Composites and Question Items

1. EXECUTIVE SUMMARY

The 2012 CG-CAHPS Database includes comparative results for the following CG-CAHPS Survey versions:

This Chartbook presents comparative results for the composites and provider ratings for each survey version. A series of bar charts shows the overall database distribution of responses followed by the response distributions for selected practice site characteristics including region, physician specialty, practice ownership and affiliation, and survey mode.

Selected highlights include:

Table 1-1. Comparison of Top-Box Scores By Survey Version
Composite/Item 12-Month
Adult
12-Month
PCMH
Adult
12-Month
Child and
PCMH
Combined
Visit
Adult
Access (Getting Timely Appointments, Care, and Information) 63% 62% 69% 62%
Provider Communication (How Well Providers Communicate with Patients) 84% 84% 85% NC2
Office Staff (Helpful, Courteous, and Respectful Office Staff) 78% 80% 72% NC
Follow-Up on Test Results 74% 75% 72% NC
Patients' Rating of the Provider 79% 79% 80% 80%

1 Note that the Visit Adult version top-box results for Provider Communication, Office Staff, and Follow-Up on Test Results cannot be compared to the 12-Month versions because of differences in the survey response scales.
2 NC indicates that survey results are Not Comparable due to differences in question wording or response scales or both.

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Table 1-2. Comparison of Top-Box Scores for 12-month Adult and Child PCMH Survey Composites
Composite 12-Month
Adult
PCMH
12-Month
Child and
PCMH
Combined
Access (Getting Timely Appointments, Care, and Information) 62% 69%
Provider Communication (How Well Providers Communicate with Patients) 84% 85%
Office Staff (Helpful, Courteous, and Respectful Office Staff) 80% 72%
Providers Pay Attention to Your Mental and Emotional Health 47% NC
Providers Support You in Taking Care of Your/Child's Own Health 48% 36%
Providers Discuss Medication Decisions 66% NC
Providers' Attention to Your Child's Growth and Development NC 67%
Providers' Advice on Keeping Your Child Safe and Healthy NC 65%
Table 1-3. Comparison of Visit Adult Top-Box Scores By Region
Composite/Item CAHPS
DB
Overall
Northeast Midwest South West
Access (Getting Timely Appointments, Care, and Information) 62% 66% 62% 61% 53%
Provider Communication (How Well Providers Communicate with Patients) 91% 91% 91% 91% 89%
Office Staff (Helpful, Courteous, and Respectful Office Staff) 91% 92% 92% 90% 88%
Patients' Rating of the Provider 80% 80% 80% 82% 77%
Table 1-4. Comparison of Visit Adult Top-Box Scores By Physician Specialty
Composite/Item CAHPS
DB
Overall
Family Practice Internal Medicine OB/ GYN Surgical
Access (Getting Timely Appointments, Care, and Information) 62% 60% 62% 64% 71%
Provider Communication (How Well Providers Communicate with Patients) 91% 91% 92% 92% 91%
Office Staff (Helpful, Courteous, and Respectful Office Staff) 91% 91% 92% 89% 93%
Patients' Rating of the Provider 80% 80% 80% 83% 85%

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2. INTRODUCTION

Consumer Assessment of Healthcare Providers and Systems (CAHPSģ) surveys ask consumers about their experiences with health care. The CAHPS program at the U.S. Agency for Healthcare Research and Quality (AHRQ) supports the development and promotion of CAHPS surveys, toolkit materials, and comparative databases, and provides technical assistance to users. Learn more about AHRQís CAHPS program at: www.cahps.ahrq.gov.

AHRQís CAHPS Clinician & Group Database receives data voluntarily submitted by users that have administered the CAHPS Clinician & Group Survey. The CAHPS Database aggregates the data to facilitate comparisons of CAHPS survey results by users, researchers, and other interested organizations.

This Chartbook presents a summary of results for several versions of the CAHPS Clinician & Group Survey (CG-CAHPS). Results were obtained through the voluntary submission of survey data to the CAHPS Database by health systems, medical practices, and other survey sponsors administering one or more of the following CG-CAHPS versions:

Data submitted for these survey versions were collected during the 6-quarter "field period" between October 2011 and March 2013. This field period comprises the 2012 CG-CAHPS Database. A small number of results included in the 2012 Database came from survey sponsors using the 1.0 version of CG-CAHPS.

The summary results presented in this Chartbook are compiled from detailed data displays reported in the CG-CAHPS Database Online Reporting System (ORS) at https://cahpsdatabase.ahrq.gov/CAHPSIDB/Public/CG/CG_About.aspx.

The CG-CAHPS Database ORS consists of both a public site and a private submitterís site available only to survey users that contribute data. Survey users that submit data to the CG-CAHPS Database are provided access to a secure, password-protected area of the online reporting system that allows them to compare their own results to selected comparative results. Both the public site and the submitterís site present CG-CAHPS results for composite measures, ratings, and individual survey items, organized according to survey version and field period. Displays available through the various tabs include ďtop boxĒ scores, frequencies, bar charts, and percentiles. The ďreport builderĒ feature allows users to create and download custom reports on demand.

Research files for the CG-CAHPS data presented in this Chartbook, as well as from the 2011 and 2010 CG-CAHPS Databases, are available upon request according to the CAHPS Database Data Release Policy. (To learn more, visit https://cahpsdatabase.ahrq.gov/DataResearchers.aspx)

The CG-CAHPS Database Online Reporting System will be updated periodically with new data submitted by CAHPS Clinician & Group survey users. Questions or comments regarding this Chartbook or any aspect of the CG-CAHPS Survey Database may be directed to the CAHPS Database toll-free help line at 888-808-7108 or by email to CAHPSDatabase@westat.com.

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3. CG-CAHPS DATABASE COMPOSITION

Growing numbers of health systems and medical practices administering the CAHPS Clinician & Group (CG-CAHPS) Survey are submitting their survey results to the CAHPS Database. Table 3-1 summarizes the number of survey respondents and practices contained in the CG-CAHPS Database for the three submission periods offered since the inception of this component of the CAHPS Database in 2010. The number of practice sites is indicated in parentheses.

Table 3-1. Composition of the CG-CAHPS Database by Survey Version
Year
(Version)
Visit 12-month
Adult Adult
4-point
Adult PCMH
4-point
Child/PCMH
combined
4-point
Adult
6-point
Child
6-point
2012 (2.0) 613,396
(1,718)
100,527
(286)
49,307
(337)
3,276
(58)
N/A N/A
2011 (1.0) 266,327
(769)
52,434
(219)
N/A N/A 75,051
(869)
N/A
2010 (1.0) 103,442
(469)
41,834
(234)
N/A N/A 180,588
(339)
4,883
(52)

The 2012 CG-CAHPS Database includes a total of 766,506 patient experience survey responses submitted by 2,399 medical practices, representing over twice the number of surveys included in the 2011 and 2010 CG-CAHPS Databases.

The CG-CAHPS Visit version continues to comprise the single largest component of the CG-CAHPS Database, expanding to include 613,396 responses in 2012 compared to 266,327 responses in 2011.

For the first time, comparative results are reported for the adult and child versions of the new CG-CAHPS Survey with Patient-Centered Medical Home (PCMH) items. Due to the relatively small number of 12-Month Child Survey results submitted for 2012, these results have been combined with the 12-Month Child Survey with PCMH supplemental items.

Due to efforts aimed at reducing the number of CG-CAHPS survey versions, the CAHPS Database is no longer supporting the 6-point version of the 12-Month Survey.

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4. CHARACTERISTICS OF THE 2012 CG-CAHPS DATABASE

This section describes the types of practices that comprise the comparative results for each CG-CAHPS version included in the 2012 CG-CAHPS Database. Although it is important to note that the practices voluntarily submitting data to the CAHPS Database do not constitute a representative sample of all medical practices in the United States, users can compare their results to similar organizations using the reported practice site characteristics.

The practice site characteristics collected by the CAHPS Database include region, physician specialty, practice ownership and affiliation, and survey mode. Data on the region, and practice ownership and affiliation were reported by participating practice sites separately from the survey response data. Physician specialty and survey mode were reported at the sample level for each completed survey.

Region

As shown in Table 4-1, the largest concentration of practice sites was from the Northeast region, closely followed by the Midwest region. Practice sites were assigned to one of the U.S. Census Bureauís four official regions based on the practice sitesí self-reported State and zip code information. Appendix B lists the regions and the states included in each region.

Table 4-1. Distribution of Practice Site Counts and Total Survey Completes by Region 3
Region 12-month Adult 12-month Adult PCMH Visit Adult 12-month Child/
PCMH Combined
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Midwest 58 41,089 - - 701 280,360 - -
Northeast 116 11,592 243 43,840 375 124,409 30 2,355
South - - 94 5,467 479 155,110 - -
West 112 47,846 - - 163 53,517 28 821
TOTAL 286 100,527 337 49,307 1,718 613,396 58 3,276

3 When reporting comparison scores by practice site characteristic categories, a categoryís results are suppressed if there are fewer than five practices and/or fewer than 300 completed surveys available for that category. This rule applies to all four demographics tables.

Physician Specialties

The distribution of physician specialty by each survey type is shown in Table 4-2. Other than 'missing', the largest concentration of specialty types across all the CG-CAHPS survey versions was 'family practice', followed by 'other specialty'. Since more than one specialty can be attributed to a given practice site, the total number of practice sites included across all specialty categories may be greater than the absolute number of practice sites.

Table 4-2. Distribution of Practice Site Counts and Total Survey Completes by Physician Specialty
Physician Specialty 12-month Adult 12-month Adult PCMH Visit Adult 12-month Child/
PCMH Combined
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Missing 114 15,676 196 27,025 1,228 290,060 23 1,426
Family Practice 75 28,246 91 10,039 532 146,883 - -
Internal Medicine 74 18,317 50 4,762 229 45,089 - -
OB/GYN 29 3,083 18 1,039 140 21,306 - -
Pediatrics 24 1,720 - - 45 1,074 22 1,467
Other Primary Care 7 506 25 357 30 1,196 - -
Surgical 26 2,736 15 1,332 161 23,016 - -
Other Specialty 127 30,243 55 4,583 380 84,772 - -
TOTAL 476 100,527 450 49,137 2,745 613,396 45 2,893

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Ownership and Affiliation

The distribution of the practice ownership and affiliation categories is shown in Table 4-3. Each version of the CAHPS Clinician & Group Survey reflects a different ownership and affiliation and is not representative of the U.S. distribution. In addition, some of the categories are not mutually exclusive and could therefore misrepresent the true distribution even among the practice sites included in the database.

Table 4-3. Distribution of Practice Site Counts and Total Survey Completes by Practice Site Ownership and Affiliation
Practice Ownership and Affiliation 12-month Adult 12-month Adult PCMH Visit Adult 12-month Child/
PCMH Combined
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Provider/ Physician - - 33 6,088 663 237,554 5 446
Hospital/ Health System 116 11,592 281 39,709 887 324,329 23 1,832
University/ Academic Med Center 68 19,370 - - 67 24,346 28 821
Community Health Center - - 21 3,380 108 26,698 - -
Other 102 69,565 - - - - - -
TOTAL 286 100,527 335 49,177 1,715 612,927 56 3,099

Survey Mode

As shown in Table 4-4, the vast majority of the surveys submitted to the CAHPS Database were collected using mail as the primary mode of survey administration. Web/Internet accounted for the second largest number of survey completes. The phone survey mode accounted for the fewest number of completes for this set of submitted data.

Table 4-4. Distribution of Practice Site Counts and Total Survey Completes by Survey Mode
Survey Mode 12-month Adult 12-month Adult PCMH Visit Adult 12-month Child/
PCMH Combined
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Practice
Site
Count
Total
Survey
Completes
Missing - - - - - - - -
Mail 124 75,854 246 44,058 1,521 525,730 20 2,007
Phone 143 1,608 91 5,241 142 22,039 - -
IVR 160 22,214 - - 33 12,287 37 1,169
Web/ Internet 89 851 - - 179 53,266 - -
TOTAL 516 100,527 337 49,299 1,875 613,322 57 3,176

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5. COMPARATIVE RESULTS BY SURVEY VERSION

This section presents a summary of comparative results for each CG-CAHPS survey version included in the 2012 CG-CAHPS Database. Results are presented in the form of bar charts that graphically show the distribution of scores for the core composites, provider ratings, and supplemental composites where applicable.

The bar charts are composed of colored segments that show the percentage of responses in each of the response categories. For questions and composites based on 4-point response scales (i.e., "always", "usually", "sometimes", "never"), the bottom segment combines the two lowest response categories (i.e., "sometimes" and "never").

The bar charts show the database overall distribution of responses, and then show response distributions for selected practice site characteristics. Users can compare their own results to the relevant bar charts, in order to identify performance strengths as well as opportunities for improvement.

All results presented in these charts are calculated at the respondent level. Survey results are presented in the following order:

12-month Adult 2.0 (4pt)

12-Month Adult PCMH 2.0 (4pt)

12-Month Child/PCMH Combined 2.0 (4pt) *

Visit Adult 2.0

As noted earlier, detailed results for each question item are available through the CG-CAHPS Database Online Reporting System at https://cahpsdatabase.ahrq.gov/CAHPSIDB/Public/CG/CG_About.aspx.

* Note that results for the 12-Month Child 4-point Survey have been combined with the 12-Month Child 4-point Survey with PCMH Supplemental Items, since the number of surveys submitted separately were not sufficient to construct meaningful comparisons.

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12-month Adult 2.0 (4pt)

Getting Timely Appointments, Care, and Information
Combines responses from five questions regarding how much of a problem, if any, consumers had with various aspects of getting timely care.

Never + SometimesUsuallyAlways

Scale
National
12%25%63%
National Distribution(n=99,817)

Region
8%25%66%
Midwest(n=41,004)
13%20%68%
Northeast(n=11,415)
N/A
South
14%26%59%
West(n=47,398)

Physician Specialty
11%28%60%
Family Practice(n=28,131)
11%26%63%
Internal Medicine(n=18,261)
12%22%66%
OB/GYN(n=3,066)
8%25%67%
Pediatrics(n=1,717)
10%28%62%
Other Primary Care(n=492)
13%18%69%
Surgical(n=2,695)
13%23%63%
Other Specialty(n=29,929)

Practice Ownership and Affiliation
N/A
Provider and/or Physician
13%20%68%
Hospital or Health System(n=11,415)
18%22%61%
University or Academic Medical Center(n=19,032)
N/A
Community Health Center
N/A
County
10%27%63%
Other(n=69,370)

Survey Mode
10%27%63%
Mail(n=75,593)
18%15%67%
Phone(n=1,579)
17%22%62%
IVR(n=21,817)
13%18%69%
Web/Internet(n=828)


How Well Providers Communicate With Patients
Combines responses from six questions regarding how often providers communicated well with consumers.

Never + SometimesUsuallyAlways

Scale
National
4%12%84%
National Distribution(n=100,454)

Region
3%12%84%
Midwest(n=41,089)
4%10%86%
Northeast(n=11,559)
N/A
South
5%13%82%
West(n=47,806)

Physician Specialty
4%13%83%
Family Practice(n=28,217)
4%13%84%
Internal Medicine(n=18,311)
4%10%85%
OB/GYN(n=3,083)
3%11%85%
Pediatrics(n=1,720)
3%13%84%
Other Primary Care(n=506)
4%9%87%
Surgical(n=2,736)
4%12%84%
Other Specialty(n=30,238)

Practice Ownership and Affiliation
N/A
Provider and/or Physician
4%10%86%
Hospital or Health System(n=11,559)
5%11%84%
University or Academic Medical Center(n=19,365)
N/A
Community Health Center
N/A
County
4%13%83%
Other(n=69,530)

Survey Mode
4%13%83%
Mail(n=75,788)
7%7%87%
Phone(n=1,606)
5%11%85%
IVR(n=22,210)
4%8%88%
Web/Internet(n=850)


Helpful, Courteous, and Respectful Office Staff
Combines responses from two questions regarding how often staff communicated well with consumers.

Never + SometimesUsuallyAlways

Scale
National
4%18%78%
National Distribution(n=99,081)

Region
2%16%82%
Midwest(n=41,043)
4%12%84%
Northeast(n=11,292)
N/A
South
6%21%73%
West(n=46,746)

Physician Specialty
4%21%74%
Family Practice(n=28,026)
4%20%76%
Internal Medicine(n=18,073)
4%21%75%
OB/GYN(n=3,007)
3%22%74%
Pediatrics(n=1,709)
4%20%76%
Other Primary Care(n=492)
4%13%83%
Surgical(n=2,657)
3%15%81%
Other Specialty(n=29,645)

Practice Ownership and Affiliation
N/A
Provider and/or Physician
4%12%84%
Hospital or Health System(n=11,292)
7%18%75%
University or Academic Medical Center(n=18,396)
N/A
Community Health Center
N/A
County
3%19%78%
Other(n=69,393)

Survey Mode
3%18%79%
Mail(n=75,629)
7%11%82%
Phone(n=1,564)
6%18%76%
IVR(n=21,062)
6%17%77%
Web/Internet(n=826)


Patients' Rating of provider

0-67-89-10

Scale
National
5%16%79%
National Distribution(n=97,939)

Region
4%16%80%
Midwest(n=40,754)
5%14%82%
Northeast(n=11,166)
N/A
South
5%17%77%
West(n=46,019)

Physician Specialty
5%18%77%
Family Practice(n=27,842)
5%17%79%
Internal Medicine(n=17,845)
5%18%78%
OB/GYN(n=2,952)
3%17%79%
Pediatrics(n=1,701)
3%14%84%
Other Primary Care(n=457)
4%12%85%
Surgical(n=2,611)
5%15%81%
Other Specialty(n=29,184)

Practice Ownership and Affiliation
N/A
Provider and/or Physician
5%14%82%
Hospital or Health System(n=11,166)
5%15%80%
University or Academic Medical Center(n=17,784)
N/A
Community Health Center
N/A
County
5%17%78%
Other(n=68,989)

Survey Mode
5%17%78%
Mail(n=75,189)
5%15%80%
Phone(n=1,580)
4%15%81%
IVR(n=20,339)
5%12%83%
Web/Internet(n=831)

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12-month PCMH Adult 2.0 (4pt)

Getting Timely Appointments, Care, and Information
Combines responses from five questions regarding how much of a problem, if any, consumers had with various aspects of getting timely care.

Never + SometimesUsuallyAlways

Scale
National
12%26%62%
National Distribution(n=48,926)

Region
N/A
Midwest
11%27%61%
Northeast(n=43,482)
17%19%64%
South(n=5,444)
N/A
West

Physician Specialty
14%28%58%
Family Practice(n=9,992)
11%24%65%
Internal Medicine(n=4,740)
11%20%69%
OB/GYN(n=1,035)
N/A
Pediatrics
19%15%66%
Other Primary Care(n=356)
11%18%71%
Surgical(n=1,312)
12%21%68%
Other Specialty(n=4,515)

Practice Ownership and Affiliation
9%27%65%
Provider and/or Physician(n=6,057)
12%26%62%
Hospital or Health System(n=39,384)
N/A
University or Academic Medical Center
15%31%55%
Community Health Center(n=3,355)
N/A
County
N/A
Other

Survey Mode
11%27%61%
Mail(n=43,700)
16%18%65%
Phone(n=5,218)
N/A
IVR
N/A
Web/Internet


How Well Providers Communicate With Patients
Combines responses from six questions regarding how often providers communicated well with consumers.

Never + SometimesUsuallyAlways

Scale
National
4%12%84%
National Distribution(n=48,950)

Region
N/A
Midwest
4%13%83%
Northeast(n=43,484)
5%9%86%
South(n=5,466)
N/A
West

Physician Specialty
5%12%83%
Family Practice(n=9,976)
3%11%86%
Internal Medicine(n=4,735)
3%9%87%
OB/GYN(n=1,038)
N/A
Pediatrics
4%8%88%
Other Primary Care(n=357)
4%9%87%
Surgical(n=1,322)
5%11%85%
Other Specialty(n=4,546)

Practice Ownership and Affiliation
3%11%87%
Provider and/or Physician(n=6,038)
4%12%83%
Hospital or Health System(n=39,420)
N/A
University or Academic Medical Center
6%13%80%
Community Health Center(n=3,362)
N/A
County
N/A
Other

Survey Mode
4%13%83%
Mail(n=43,702)
5%9%86%
Phone(n=5,240)
N/A
IVR
N/A
Web/Internet


Helpful, Courteous, and Respectful Office Staff
Combines responses from two questions regarding how often staff communicated well with consumers.

Never + SometimesUsuallyAlways

Scale
National
4%16%80%
National Distribution(n=48,659)

Region
N/A
Midwest
4%16%80%
Northeast(n=43,199)
8%15%78%
South(n=5,460)
N/A
West

Physician Specialty
5%17%77%
Family Practice(n=9,853)
5%15%80%
Internal Medicine(n=4,724)
5%18%76%
OB/GYN(n=1,025)
N/A
Pediatrics
9%14%77%
Other Primary Care(n=357)
4%11%85%
Surgical(n=1,311)
4%13%83%
Other Specialty(n=4,529)

Practice Ownership and Affiliation
3%15%82%
Provider and/or Physician(n=5,925)
4%16%80%
Hospital or Health System(n=39,271)
N/A
University or Academic Medical Center
5%18%77%
Community Health Center(n=3,334)
N/A
County
N/A
Other

Survey Mode
4%16%80%
Mail(n=43,414)
7%14%78%
Phone(n=5,238)
N/A
IVR
N/A
Web/Internet


Patients' Rating of provider

0-67-89-10

Scale
National
5%16%79%
National Distribution(n=48,483)

Region
N/A
Midwest
5%16%79%
Northeast(n=43,036)
5%14%81%
South(n=5,447)
N/A
West

Physician Specialty
6%17%77%
Family Practice(n=9,904)
4%15%81%
Internal Medicine(n=4,697)
4%13%83%
OB/GYN(n=1,035)
N/A
Pediatrics
6%14%80%
Other Primary Care(n=355)
5%9%85%
Surgical(n=1,312)
5%13%82%
Other Specialty(n=4,520)

Practice Ownership and Affiliation
4%14%82%
Provider and/or Physician(n=5,971)
5%16%79%
Hospital or Health System(n=39,057)
N/A
University or Academic Medical Center
8%18%74%
Community Health Center(n=3,326)
N/A
County
N/A
Other

Survey Mode
5%16%79%
Mail(n=43,250)
5%14%81%
Phone(n=5,226)
N/A
IVR
N/A
Web/Internet


Providers Support You in Taking Care of Your Own Health (PCMH)
Combines responses from two questions regarding providers support in taking care of your own health.

NoYes

Scale
National
52%48%
National Distribution(n=48,464)

Region
N/A
Midwest
52%48%
Northeast(n=43,011)
50%50%
South(n=5,453)
N/A
West

Physician Specialty
50%50%
Family Practice(n=9,914)
51%49%
Internal Medicine(n=4,698)
61%39%
OB/GYN(n=1,024)
N/A
Pediatrics
37%63%
Other Primary Care(n=355)
51%49%
Surgical(n=1,308)
54%46%
Other Specialty(n=4,481)

Practice Ownership and Affiliation
53%47%
Provider and/or Physician(n=5,965)
52%48%
Hospital or Health System(n=39,033)
N/A
University or Academic Medical Center
47%53%
Community Health Center(n=3,337)
N/A
County
N/A
Other

Survey Mode
52%48%
Mail(n=43,226)
50%50%
Phone(n=5,231)
N/A
IVR
N/A
Web/Internet


Providers Pay Attention to Your Mental or Emotional Health (PCMH)
Combines responses from three questions regarding how much providers pay attention to mental or emotional health.

NoYes

Scale
National
53%47%
National Distribution(n=48,661)

Region
N/A
Midwest
52%48%
Northeast(n=43,201)
63%37%
South(n=5,460)
N/A
West

Physician Specialty
46%54%
Family Practice(n=9,960)
51%49%
Internal Medicine(n=4,723)
57%43%
OB/GYN(n=1,027)
N/A
Pediatrics
55%45%
Other Primary Care(n=357)
70%30%
Surgical(n=1,308)
69%31%
Other Specialty(n=4,500)

Practice Ownership and Affiliation
52%48%
Provider and/or Physician(n=6,004)
54%46%
Hospital or Health System(n=39,182)
N/A
University or Academic Medical Center
41%59%
Community Health Center(n=3,345)
N/A
County
N/A
Other

Survey Mode
52%48%
Mail(n=43,420)
63%37%
Phone(n=5,234)
N/A
IVR
N/A
Web/Internet


Providers Discuss Medication Decisions (PCMH)
Combines responses from three questions regarding providers discussing medication decisions.

No + Not at allA little + SomeYes + A lot

Scale
National
10%24%66%
National Distribution(n=24,563)

Region
N/A
Midwest
10%25%66%
Northeast(n=21,504)
12%19%69%
South(n=3,059)
N/A
West

Physician Specialty
9%24%66%
Family Practice(n=5,631)
10%23%67%
Internal Medicine(n=2,678)
11%22%67%
OB/GYN(n=364)
N/A
Pediatrics
11%19%70%
Other Primary Care(n=204)
12%24%64%
Surgical(n=374)
13%22%66%
Other Specialty(n=2,027)

Practice Ownership and Affiliation
8%25%67%
Provider and/or Physician(n=2,806)
10%24%66%
Hospital or Health System(n=19,746)
N/A
University or Academic Medical Center
10%24%66%
Community Health Center(n=1,924)
N/A
County
N/A
Other

Survey Mode
10%25%66%
Mail(n=21,635)
12%19%69%
Phone(n=2,924)
N/A
IVR
N/A
Web/Internet

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12-month Child/PCMH Combined 2.0 (4pt)

Getting Timely Appointments, Care, and Information
Combines responses from five questions regarding how much of a problem, if any, consumers had with various aspects of getting timely care.

Never + SometimesUsuallyAlways

Scale
National
11%21%69%
National Distribution(n=3,256)

Region
N/A
Midwest
9%21%70%
Northeast(n=2,442)
N/A
South
16%20%64%
West(n=814)

Physician Specialty
N/A
Family Practice
N/A
Internal Medicine
N/A
OB/GYN
11%20%69%
Pediatrics(n=1,460)
N/A
Other Primary Care
N/A
Surgical
N/A
Other Specialty

Practice Ownership and Affiliation
6%17%77%
Provider and/or Physician(n=445)
9%21%69%
Hospital or Health System(n=1,823)
16%20%64%
University or Academic Medical Center(n=814)
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
8%23%69%
Mail(n=1,996)
N/A
Phone
14%18%68%
IVR(n=1,160)
N/A
Web/Internet


How Well Providers Communicate With Patients
Combines responses from six questions regarding how often providers communicated well with consumers.

Never + SometimesUsuallyAlways

Scale
National
3%11%85%
National Distribution(n=3,269)

Region
N/A
Midwest
3%12%85%
Northeast(n=2,448)
N/A
South
4%11%85%
West(n=821)

Physician Specialty
N/A
Family Practice
N/A
Internal Medicine
N/A
OB/GYN
3%10%87%
Pediatrics(n=1,463)
N/A
Other Primary Care
N/A
Surgical
N/A
Other Specialty

Practice Ownership and Affiliation
1%8%91%
Provider and/or Physician(n=445)
4%12%84%
Hospital or Health System(n=1,828)
4%11%85%
University or Academic Medical Center(n=821)
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
3%12%84%
Mail(n=2,000)
N/A
Phone
4%10%86%
IVR(n=1,169)
N/A
Web/Internet


Helpful, Courteous, and Respectful Office Staff
Combines responses from two questions regarding how often staff communicated well with consumers.

Never + SometimesUsuallyAlways

Scale
National
7%21%72%
National Distribution(n=3,154)

Region
N/A
Midwest
6%21%72%
Northeast(n=2,402)
N/A
South
8%20%73%
West(n=752)

Physician Specialty
N/A
Family Practice
N/A
Internal Medicine
N/A
OB/GYN
9%22%69%
Pediatrics(n=1,397)
N/A
Other Primary Care
N/A
Surgical
N/A
Other Specialty

Practice Ownership and Affiliation
4%15%81%
Provider and/or Physician(n=446)
7%22%71%
Hospital or Health System(n=1,782)
8%20%73%
University or Academic Medical Center(n=752)
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
5%22%73%
Mail(n=1,991)
N/A
Phone
9%20%70%
IVR(n=1,068)
N/A
Web/Internet


Provider's Attention to Your Child's Growth and Development
Combines responses from six questions regarding how much attention was paid to the child's growth and development.

NoYes

Scale
National
33%67%
National Distribution(n=2,005)

Region
N/A
Midwest
33%67%
Northeast(n=2,005)
N/A
South
N/A
West

Physician Specialty
N/A
Family Practice
N/A
Internal Medicine
N/A
OB/GYN
31%69%
Pediatrics(n=749)
N/A
Other Primary Care
N/A
Surgical
N/A
Other Specialty

Practice Ownership and Affiliation
29%71%
Provider and/or Physician(n=446)
33%67%
Hospital or Health System(n=1,382)
N/A
University or Academic Medical Center
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
33%67%
Mail(n=2,005)
N/A
Phone
N/A
IVR
N/A
Web/Internet

Provider's Advice on Keeping Your Child Safe and Healthy
Combines responses from five questions regarding the advice providers offered on keeping the child healthy and safe.

NoYes

Scale
National
35%65%
National Distribution(n=2,003)

Region
N/A
Midwest
35%65%
Northeast(n=2,003)
N/A
South
N/A
West

Physician Specialty
N/A
Family Practice
N/A
Internal Medicine
N/A
OB/GYN
34%66%
Pediatrics(n=748)
N/A
Other Primary Care
N/A
Surgical
N/A
Other Specialty

Practice Ownership and Affiliation
34%66%
Provider and/or Physician(n=446)
35%65%
Hospital or Health System(n=1,380)
N/A
University or Academic Medical Center
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
35%65%
Mail(n=2,003)
N/A
Phone
N/A
IVR
N/A
Web/Internet

Patients' Rating of Provider

0-67-89-10

Scale
National
4%16%80%
National Distribution(n=3,100)

Region
N/A
Midwest
4%16%80%
Northeast(n=2,381)
N/A
South
4%16%80%
West(n=719)

Physician Specialty
N/A
Family Practice
N/A
Internal Medicine
N/A
OB/GYN
4%16%80%
Pediatrics(n=1,358)
N/A
Other Primary Care
N/A
Surgical
N/A
Other Specialty

Practice Ownership and Affiliation
2%10%87%
Provider and/or Physician(n=442)
4%18%79%
Hospital or Health System(n=1,767)
4%16%80%
University or Academic Medical Center(n=719)
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
4%16%80%
Mail(n=1,991)
N/A
Phone
3%18%79%
IVR(n=1,020)
N/A
Web/Internet

Providers Support You in Taking Care of Your Child's Health (PCMH)
Combines responses from two questions regarding providers support in taking care of your own health.

NoYes

Scale
National
64%36%
National Distribution(n=1,991)

Region
N/A
Midwest
64%36%
Northeast(n=1,991)
N/A
South
N/A
West

Physician Specialty
N/A
Family Practice
N/A
Internal Medicine
N/A
OB/GYN
62%38%
Pediatrics(n=744)
N/A
Other Primary Care
N/A
Surgical
N/A
Other Specialty

Practice Ownership and Affiliation
62%38%
Provider and/or Physician(n=445)
65%35%
Hospital or Health System(n=1,372)
N/A
University or Academic Medical Center
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
64%36%
Mail(n=1,991)
N/A
Phone
N/A
IVR
N/A
Web/Internet

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Visit Adult 2.0

Getting Timely Appointments, Care, and Information
Combines responses from five questions regarding how much of a problem, if any, consumers had with various aspects of getting timely care.

Never + SometimesUsuallyAlways

Scale
National
13%26%62%
National Distribution(n=607,533)

Region
12%27%62%
Midwest(n=278,020)
10%24%66%
Northeast(n=123,069)
14%25%61%
South(n=153,604)
20%27%53%
West(n=52,840)

Physician Specialty
13%27%60%
Family Practice(n=145,896)
12%26%62%
Internal Medicine(n=44,794)
14%22%64%
OB/GYN(n=21,152)
11%21%67%
Pediatrics(n=1,064)
14%24%62%
Other Primary Care(n=1,168)
11%18%71%
Surgical(n=22,649)
13%23%64%
Other Specialty(n=83,569)

Practice Ownership and Affiliation
12%25%63%
Provider and/or Physician(n=235,371)
13%26%61%
Hospital or Health System(n=321,349)
15%25%60%
University or Academic Medical Center(n=24,010)
15%26%59%
Community Health Center(n=26,342)
N/A
County
N/A
Other

Survey Mode
13%25%62%
Mail(n=520,346)
14%22%64%
Phone(n=21,790)
13%25%62%
IVR(n=12,164)
12%28%60%
Web/Internet(n=53,160)


How Well Providers Communicate With Patients
Combines responses from six questions regarding how often providers communicated well with consumers.

NoYes, somewhatYes, definitely

Scale
National
2%8%91%
National Distribution(n=612,645)

Region
1%8%91%
Midwest(n=279,944)
1%7%91%
Northeast(n=124,339)
1%7%91%
South(n=155,010)
2%9%89%
West(n=53,352)

Physician Specialty
1%7%91%
Family Practice(n=146,793)
1%7%92%
Internal Medicine(n=45,070)
1%7%92%
OB/GYN(n=21,301)
1%7%92%
Pediatrics(n=1,074)
1%9%90%
Other Primary Care(n=1,194)
1%7%91%
Surgical(n=22,996)
2%8%90%
Other Specialty(n=84,723)

Practice Ownership and Affiliation
1%7%91%
Provider and/or Physician(n=237,424)
2%8%90%
Hospital or Health System(n=323,854)
1%7%91%
University or Academic Medical Center(n=24,330)
2%8%91%
Community Health Center(n=26,569)
N/A
County
N/A
Other

Survey Mode
1%8%91%
Mail(n=525,011)
2%8%90%
Phone(n=22,018)
1%6%93%
IVR(n=12,283)
2%7%92%
Web/Internet(n=53,259)


Helpful, Courteous, and Respectful Office Staff
Combines responses from two questions regarding how often staff communicated well with consumers.

NoYes, somewhatYes, definitely

Scale
National
1%8%91%
National Distribution(n=610,540)

Region
1%7%92%
Midwest(n=278,884)
1%7%92%
Northeast(n=123,955)
1%9%90%
South(n=154,511)
1%11%88%
West(n=53,190)

Physician Specialty
1%8%91%
Family Practice(n=146,178)
1%7%92%
Internal Medicine(n=44,874)
1%10%89%
OB/GYN(n=21,232)
1%8%91%
Pediatrics(n=1,071)
1%7%92%
Other Primary Care(n=1,188)
1%6%93%
Surgical(n=22,903)
1%6%93%
Other Specialty(n=84,372)

Practice Ownership and Affiliation
1%8%91%
Provider and/or Physician(n=236,719)
1%8%91%
Hospital or Health System(n=322,620)
1%7%92%
University or Academic Medical Center(n=24,262)
1%8%91%
Community Health Center(n=26,474)
N/A
County
N/A
Other

Survey Mode
1%8%91%
Mail(n=523,413)
1%8%91%
Phone(n=21,764)
1%8%91%
IVR(n=12,056)
1%7%92%
Web/Internet(n=53,233)


Patients' Rating of the provider

0-67-89-10

Scale
National
4%15%80%
National Distribution(n=606,566)

Region
4%15%80%
Midwest(n=277,460)
4%16%80%
Northeast(n=123,104)
4%14%82%
South(n=153,326)
6%17%77%
West(n=52,676)

Physician Specialty
4%15%80%
Family Practice(n=145,383)
4%15%80%
Internal Medicine(n=44,685)
4%14%83%
OB/GYN(n=21,169)
4%17%79%
Pediatrics(n=1,066)
5%16%79%
Other Primary Care(n=1,180)
4%12%85%
Surgical(n=22,746)
5%15%81%
Other Specialty(n=83,758)

Practice Ownership and Affiliation
4%15%81%
Provider and/or Physician(n=234,952)
5%16%79%
Hospital or Health System(n=320,924)
4%14%82%
University or Academic Medical Center(n=24,078)
4%15%81%
Community Health Center(n=26,145)
N/A
County
N/A
Other

Survey Mode
4%15%80%
Mail(n=519,242)
4%19%76%
Phone(n=21,924)
4%13%83%
IVR(n=12,287)
4%15%81%
Web/Internet(n=53,039)


Willingness to Recommend the Provider's Office

NoYes, somewhatYes, definitely

Scale
National
2%8%89%
National Distribution(n=605,586)

Region
2%8%89%
Midwest(n=277,086)
2%8%89%
Northeast(n=123,038)
3%8%90%
South(n=152,848)
3%10%86%
West(n=52,614)

Physician Specialty
2%9%89%
Family Practice(n=145,015)
3%8%89%
Internal Medicine(n=44,537)
2%7%91%
OB/GYN(n=21,131)
2%7%91%
Pediatrics(n=1,064)
2%11%87%
Other Primary Care(n=1,172)
2%6%92%
Surgical(n=22,698)
2%8%90%
Other Specialty(n=83,623)

Practice Ownership and Affiliation
2%8%90%
Provider and/or Physician(n=234,820)
3%9%88%
Hospital or Health System(n=320,037)
2%7%90%
University or Academic Medical Center(n=24,115)
3%8%89%
Community Health Center(n=26,155)
N/A
County
N/A
Other

Survey Mode
2%8%89%
Mail(n=518,762)
2%9%88%
Phone(n=21,627)
2%8%90%
IVR(n=11,965)
3%8%89%
Web/Internet(n=53,159)

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Appendix A. About the CG-CAHPS Database

CAHPS Database

The CAHPS Database is the repository for data from selected CAHPS surveys. The primary purpose of the CAHPS Database is to facilitate comparisons of CAHPS survey results by and among survey users. This voluntary compilation of survey results from a large pool of data into a single database enables survey users to compare their own results to relevant comparative results. The CAHPS Database also offers an important source of primary data for research related to consumer assessments of quality as measured by CAHPS surveys.

CAHPS Clinician & Group Survey Database

The CAHPS Clinician & Group Survey (CG-CAHPS) Database is the newest component of the CAHPS Database. It was developed in response to the growing demand for comparative results for the various versions of the CG-CAHPS Survey, including the 12-month and Visit versions. In May 2011, the first set of comparative results for both the 12-month and Visit versions was released through the CAHPS Database Online Reporting System. The results for CG-CAHPS data collected in 2012 were released in August 2013.

CAHPS Database Online Reporting System

The CAHPS Database Online Reporting System is a Web-based platform for viewing CAHPS Health Plan Survey and Clinician & Group Survey results. The reporting system consists of two major components: (1) a public site available to anyone with access to the Internet and (2) a submitterís site available only to survey users that contribute data.

Public Site

The public site presents a variety of CG-CAHPS survey results such as composite measures and individual survey items, organized according to survey version and field period. Displays include the following:

Submitterís Site

Survey users that submit data to the CG-CAHPS Database are provided access to a secure, password-protected area of the online reporting system that allows them to compare their own results to selected comparative results. This secure site has all of the features of the public site, with the added benefit of viewing the individual group or practice site scores that have been contributed by the submitting organization. In addition, the bar chart feature on the submitterís site shows tests of statistical differences for individual practice site scores. A report manager function allows the submitter to share secure results with other users if they choose.

Research Files

Researchers may gain authorized access to de-identified data files from the CG-CAHPS Database to help answer important health services research questions related to patient experience of care as measured by CAHPS. CG-CAHPS Survey data may be granted to researchers who submit an application and sign a data use agreement that ensures the confidentiality of the data. A description of the data application process is at https://cahpsdatabase.ahrq.gov/DataResearchers.aspx.

Participating in the CG-CAHPS Database

Participation in the CG-CAHPS Database is free and open to all survey users on a voluntary basis. There is no charge to participate. All medical groups, practices, health systems, and survey vendors who choose to participate provide the CAHPS Database with the following:

The only requirement for participation is conformance with standard data submission specifications developed for all versions of the CG-CAHPS Survey. Specifications for submitting data files and other information required for participation are available at https://cahpsdatabase.ahrq.gov/CGDSS/login.aspx.

Administration

The CAHPS Database is sponsored and funded by the Agency for Healthcare Research and Quality (AHRQ) and administered by Westat. Oversight and direction for the Database are provided by an Advisory Group composed of representatives of survey users from the public and private sectors as well as members of the CAHPS Consortium. Further information about the CAHPS Database is available at https://cahpsdatabase.ahrq.gov.

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Appendix B. Definition of Regions

The regional comparative results are calculated according to the United States Census Bureauís four official regions, as show in the following table.

Region States
Northeast Connecticut, Maine, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Puerto Rico, Rhode Island, Vermont
Midwest Illinois, Indiana, Iowa, Kansas, Michigan, Minnesota, Missouri, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin
South Alabama, Arkansas, Delaware, DC, Florida, Georgia, Kentucky, Louisiana, Maryland, Mississippi, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Virginia, West Virginia
West Alaska, Arizona, California, Colorado, Guam, Hawaii, Idaho, Montana, Nevada, New Mexico, Oregon, Utah, Washington, Wyoming

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Appendix C. Definition of Specialties

The physician specialty comparative results are grouped into seven categories as shown in the following table.

Category Physician Specialties
Family Practice Family Practice/Family Medicine
Internal Medicine Internal Medicine
OB/GYN OB/GYN or GYN
Pediatrics Pediatrics and Internal Medicine Pediatrics
Other Primary Care Geriatrics and General Practice
Surgical Surgery and General Surgery
Other Specialty Allergy/Immunology, Anesthesiology, Cardiology, Child & Adolescent Psychiatry, Dermatology, Diagnostic Radiology, Emergency Medicine, Endocrinology/Metabolism, Forensic Pathology, Gastroenterology, General Preventive Medicine, Hematology/Oncology, Medical Genetics, Nephrology, Neurology, Nuclear Medicine, Ophthalmology, Orthopedics, Other, Pathology, Physical Medicine & Rehabilitation, Psychiatry, Public Health & Rehabilitation, Pulmonary Medicine, Radiology, Rheumatology, Urology, Vascular Medicine

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Appendix D. Definition of Composites and Question Items

The following tables present the question wording and response options for the composites, ratings, and individual items included in the Adult and Child versions of the CAHPS Clinician & Group Survey.

Table D-1. 12-Month Adult Questionnaire 2.0
Getting Timely Appointments, Care, and Information
Q6 In the last 12 months, when you phoned this providerís office to get an appointment for care you needed right away, how often did you get an appointment as soon as you needed? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q8 In the last 12 months, 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?
Q10 In the last 12 months, when you phoned this providerís office during regular office hours, how often did you get an answer to your medical question that same day?
Q12 In the last 12 months, when you phoned this providerís office after regular office hours, how often did you get an answer to your medical question as soon as you needed?
Q13 Wait time includes time spent in the waiting room and exam room. In the last 12 months, how often did you see this provider within 15 minutes of your appointment time?
How Well Providers Communicate With Patients
Q14 In the last 12 months, how often did this provider explain things in a way that was easy to understand? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q15 In the last 12 months, how often did this provider listen carefully to you?
Q17 In the last 12 months, how often did this provider give you easy to understand information about these health questions or concerns?
Q18 In the last 12 months, how often did this provider seem to know the important information about your medical history?
Q19 In the last 12 months, how often did this provider show respect for what you had to say?
Q20 In the last 12 months, how often did this provider spend enough time with you?
Helpful, Courteous, and Respectful Office Staff
Q24 In the last 12 months, how often were clerks and receptionists at this providerís office as helpful as you thought they should be? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q25 In the last 12 months, how often did clerks and receptionists at this providerís office treat you with courtesy and respect?
Follow-up on Test Results
Q22 In the last 12 months, when this provider ordered a blood test, x-ray, or other test for you, how often did someone from this providerís office follow up to give you those results? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Patientsí Rating of the Provider
Q23 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? Response Options
  • 0-10
Table D-2. 12-Month PCMH Adult Questionnaire 2.0
Getting Timely Appointments, Care, and Information
Q6 In the last 12 months, when you phoned this providerís office to get an appointment for care you needed right away, how often did you get an appointment as soon as you needed? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q9 In the last 12 months, 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?
Q14 In the last 12 months, when you phoned this providerís office during regular office hours, how often did you get an answer to your medical question that same day?
Q16 In the last 12 months, when you phoned this providerís office after regular office hours, how often did you get an answer to your medical question as soon as you needed?
Q18 Wait time includes time spent in the waiting room and exam room. In the last 12 months, how often did you see this provider within 15 minutes of your appointment time?
How Well Providers Communicate With Patients
Q19 In the last 12 months, how often did this provider explain things in a way that was easy to understand? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q20 In the last 12 months, how often did this provider listen carefully to you?
Q22 In the last 12 months, how often did this provider give you easy to understand information about these health questions or concerns?
Q23 In the last 12 months, how often did this provider seem to know the important information about your medical history?
Q24 In the last 12 months, how often did this provider show respect for what you had to say?
Q25 In the last 12 months, how often did this provider spend enough time with you?
Helpful, Courteous, and Respectful Office Staff
Q42 In the last 12 months, how often were clerks and receptionists at this providerís office as helpful as you thought they should be? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q43 In the last 12 months, how often did clerks and receptionists at this providerís office treat you with courtesy and respect?
Follow-up on Test Results
Q27 In the last 12 months, when this provider ordered a blood test, x-ray, or other test for you, how often did someone from this providerís office follow up to give you those results? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Patientsí Rating of the Provider
Q32 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? Response Options
  • 0-10
Providers Support you in Taking Care of your Own Health
Q35 In the last 12 months, did anyone in this providerís office talk with you about specific goals for your health? Response Options
  • Yes
  • No
Q36 In the last 12 months, did anyone in this providerís office ask you if there are things that make it hard for you to take care of your health?
Providers Pay Attention to Your Mental or Emotional Health
Q39 In the last 12 months, did anyone in this providerís office ask you if there was a period of time when you felt sad, empty, or depressed? Response Options
  • Yes
  • No
Q40 In the last 12 months, did you and anyone in this providerís office talk about things in your life that worry you or cause you stress?
Q41 In the last 12 months, did you and anyone in this providerís office talk about a personal problem, family problem, alcohol use, drug use, or a mental or emotional illness?
Providers Discuss Medication Decisions
Q29 When you talked about starting or stopping a prescription medicine, how much did this provider talk about the reasons you might want to take a medicine? Response Options
  • Not at all
  • A little
  • Some
  • A lot
Q30 When you talked about starting or stopping a prescription medicine, how much did this provider talk about the reasons you might not want to take a medicine?
Q31 When you talked about starting or stopping a prescription medicine, did this provider ask you what you thought was best for you? Response Options
  • Yes
  • No
Table D-3. Visit Adult Questionnaire 2.0
Getting Timely Appointments, Care, and Information
Q6 In the last 12 months, when you phoned this providerís office to get an appointment for care you needed right away, how often did you get an appointment as soon as you needed? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q8 In the last 12 months, 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?
Q10 In the last 12 months, when you phoned this providerís office during regular office hours, how often did you get an answer to your medical question that same day?
Q12 In the last 12 months, when you phoned this providerís office after regular office hours, how often did you get an answer to your medical question as soon as you needed?
Q13 Wait time includes time spent in the waiting room and exam room. In the last 12 months, how often did you see this provider within 15 minutes of your appointment time?
How Well Providers Communicate With Patients
Q16 During your most recent visit, did this provider explain things in a way that was easy to understand? Response Options
  • Yes, definitely
  • Yes, somewhat
  • No
Q17 During your most recent visit, did this provider listen carefully to you?
Q19 During your most recent visit, did this provider give you easy to understand information about these health questions or concerns?
Q20 During your most recent visit, did this provider seem to know the important information about your medical history?
Q21 During your most recent visit, did this provider show respect for what you had to say?
Q22 During your most recent visit, did this provider spend enough time with you?
Helpful, Courteous, and Respectful Office Staff
Q27 During your most recent visit, were clerks and receptionists at this providerís office as helpful as you thought they should be? Response Options
  • Yes, definitely
  • Yes, somewhat
  • No
Q28 During your most recent visit, did clerks and receptionists at this providerís office treat you with courtesy and respect?
Follow-up on Test Results
Q24 Did someone from this providerís office follow up to give you those results? Response Options
  • Yes
  • No
Patientsí Rating of the Provider
Q25 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? Response Options
  • 0-10
Willingness to Recommend
Q26 Would you recommend this providerís office to your family and friends? Response Options
  • Yes, definitely
  • Yes, somewhat
  • No
Table D-4. 12-Month Child Questionnaire 2.0
Getting Timely Appointments, Care, and Information
Q13 In the last 12 months, when you phoned this providerís office to get an appointment for care your child needed right away, how often did you get an appointment as soon as your child needed? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q15 In the last 12 months, when you made an appointment for a check-up or routine care for your child with this provider, how often did you get an appointment as soon as your child needed?
Q17 In the last 12 months, when you phoned this providerís office during regular office hours, how often did you get an answer to your medical question that same day?
Q19 In the last 12 months, when you phoned this providerís office after regular office hours, how often did you get an answer to your medical question as soon as you needed?
Q20 Wait time includes time spent in the waiting room and exam room. In the last 12 months, how often did your child see this provider within 15 minutes of his or her appointment time?
How Well Providers Communicate With Patients
Q21 In the last 12 months, how often did this provider explain things about your childís health in a way that was easy to understand? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q22 In the last 12 months, how often did this provider listen carefully to you?
Q24 In the last 12 months, how often did this provider give you easy to understand information about these health questions or concerns?
Q25 In the last 12 months, how often did this provider seem to know the important information about your childís medical history?
Q26 In the last 12 months, how often did this provider show respect for what you had to say?
Q27 In the last 12 months, how often did this provider spend enough time with your child?
Helpful, Courteous, and Respectful Office Staff
Q42 In the last 12 months, how often were clerks and receptionists at this providerís office as helpful as you thought they should be? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q43 In the last 12 months, how often did clerks and receptionists at this providerís office treat you with courtesy and respect?
Follow-up on Test Results
Q29 In the last 12 months, when this provider ordered a blood test, x-ray, or other test for your child, how often did someone from this providerís office follow up to give you those results? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Patientsí Rating of the Provider
Q30 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? Response Options
  • 0-10
Providerís Attention to Your Childís Growth and Development
Q31 In the last 12 months, did you and anyone in this providerís office talk about your childís learning ability? Response Options
  • Yes
  • No
Q32 In the last 12 months, did you and anyone in this providerís office talk about the kinds of behaviors that are normal for your child at this age?
Q33 In the last 12 months, did you and anyone in this providerís office talk about how your childís body is growing?
Q34 In the last 12 months, did you and anyone in this providerís office talk about your childís moods and emotions?
Q37 In the last 12 months, did you and anyone in this providerís office talk about how much time your child spends on a computer and in front of a TV?
Q40 In the last 12 months, did you and anyone in this providerís office talk about how your child gets along with others?
Providerís Advice on Keeping Your Child Safe and Healthy
Q35 In the last 12 months, did you and anyone in this providerís office talk about things you can do to keep your child from getting injured? Response Options
  • Yes
  • No
Q36 In the last 12 months, did anyone in this providerís office give you information about how to keep your child from getting injured?
Q38 In the last 12 months, did you and anyone in this providerís office talk about how much or what kind of food your child eats?
Q39 In the last 12 months, did you and anyone in this providerís office talk about how much or what kind of exercise your child gets?
Q41 In the last 12 months, did you and anyone in this providerís office talk about whether there are any problems in your household that might affect your child?
Table D-5. 12-Month PCMH Child Questionnaire 2.0
Getting Timely Appointments, Care, and Information
Q13 In the last 12 months, when you phoned this providerís office to get an appointment for care your child needed right away, how often did you get an appointment as soon as your child needed? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q16 In the last 12 months, when you made an appointment for a check-up or routine care for your child with this provider, how often did you get an appointment as soon as your child needed?
Q21 In the last 12 months, when you phoned this providerís office during regular office hours, how often did you get an answer to your medical question that same day?
Q23 In the last 12 months, when you phoned this providerís office after regular office hours, how often did you get an answer to your medical question as soon as you needed?
Q25 Wait time includes time spent in the waiting room and exam room. In the last 12 months, how often did your child see this provider within 15 minutes of his or her appointment time?
How Well Providers Communicate With Patients
Q26 In the last 12 months, how often did this provider explain things about your childís health in a way that was easy to understand? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q27 In the last 12 months, how often did this provider listen carefully to you?
Q29 In the last 12 months, how often did this provider give you easy to understand information about these health questions or concerns?
Q30 In the last 12 months, how often did this provider seem to know the important information about your childís medical history?
Q31 In the last 12 months, how often did this provider show respect for what you had to say?
Q32 In the last 12 months, how often did this provider spend enough time with your child?
Helpful, Courteous, and Respectful Office Staff
Q53 In the last 12 months, how often were clerks and receptionists at this providerís office as helpful as you thought they should be? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q54 In the last 12 months, how often did clerks and receptionists at this providerís office treat you with courtesy and respect?
Follow-up on Test Results
Q34 In the last 12 months, when this provider ordered a blood test, x-ray, or other test for your child, how often did someone from this providerís office follow up to give you those results? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Patientsí Rating of the Provider
Q35 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? Response Options
  • 0-10
Providerís Attention to Your Childís Growth and Development
Q38 In the last 12 months, did you and anyone in this providerís office talk about your childís learning ability? Response Options
  • Yes
  • No
Q39 In the last 12 months, did you and anyone in this providerís office talk about the kinds of behaviors that are normal for your child at this age?
Q40 In the last 12 months, did you and anyone in this providerís office talk about how your childís body is growing?
Q41 In the last 12 months, did you and anyone in this providerís office talk about your childís moods and emotions?
Q44 In the last 12 months, did you and anyone in this providerís office talk about how much time your child spends on a computer and in front of a TV?
Q47 In the last 12 months, did you and anyone in this providerís office talk about how your child gets along with others?
Providerís Advice on Keeping Your Child Safe and Healthy
Q42 In the last 12 months, did you and anyone in this providerís office talk about things you can do to keep your child from getting injured? Response Options
  • Yes
  • No
Q43 In the last 12 months, did anyone in this providerís office give you information about how to keep your child from getting injured?
Q45 In the last 12 months, did you and anyone in this providerís office talk about how much or what kind of food your child eats?
Q46 In the last 12 months, did you and anyone in this providerís office talk about how much or what kind of exercise your child gets?
Q48 In the last 12 months, did you and anyone in this providerís office talk about whether there are any problems in your household that might affect your child?
Providers Support you in Taking Care of Your Own Health
Q49 In the last 12 months, did anyone in this providerís office talk with you about specific goals for your childís health? Response Options
  • Yes
  • No
Q50 In the last 12 months, did anyone in this providerís office ask you if there are things that make it hard for you to take care of your childís heath?

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The authors of this report are responsible for its content. Statements in the report should not be construed as endorsement by the Agency for Healthcare Research and Quality or the U.S. Department of Health and Human Services.