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THE CAHPS DATABASE

2013 CAHPS Clinician & Group Survey Database




2013 Chartbook: What Patients Say About Their Health Care Providers and Clinics

Managed and prepared by:

Westat, Rockville, MD

Dale Shaller
Janice Ricketts
Michael Hornbostel
Stephanie Li

AHRQ Publication No. 14-CAHPS001-EF
July 2014




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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

Provider Specialty and Type

Practice Ownership and Affiliation

Survey Mode

Providers Working per Week

Patient Visits per Week

5. COMPARATIVE RESULTS BY SURVEY VERSION

12-month Adult/PCMH 2.0 Combined Core Results

12-month Adult PCMH 2.0 Supplemental Composites

12-month Child/PCMH 2.0 Combined Core Results

12-month Child/PCMH 2.0 Supplemental Composites

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 1-5. Comparison of Visit Adult Top-Box Scores By Provider Type

Table 1-6. Adult Visit Survey Top Box Scores Over Time

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

Table 3-2. 12-Month vs. 12-Month/PCMH Survey Versions in 2013

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 Overall Physician Specialty

Table 4-3. Distribution of Practice Site Counts and Total Survey Completes by Physician Specialty

Table 4-4. Distribution of Practice Site Counts and Total Survey Completes by Provider Type

Table 4-5. Distribution of Practice Site Counts & Total Survey Completes by Practice Site Ownership and Affiliation

Table 4-6. Distribution of Practice Site Counts & Total Survey Completes by Survey Mode

Table 4-7. Distribution of Practice Site Counts & Total Survey Completes by Number of Providers Working per Week

Table 4-8. Distribution of Practice Site Counts & Total Survey Completes by Patient Visits per Week


Appendixes

Appendix A. About the CG-CAHPS Database

Appendix B. Definition of Regions

Appendix C. Definition of Specialties and Provider Type

Appendix D. Definition of Composites and Question Items

1. EXECUTIVE SUMMARY

The 2013 CAHPS Clinician and Group Survey (CG-CAHPS) Database includes comparative results for the following three CG-CAHPS Survey versions:

The 2013 CG-CAHPS Database also includes comparative results for the Adult and Child Patient-Centered Medical Home (PCMH) supplemental composites and items, which survey sponsors may add to the 12-month CG-CAHPS core surveys.

This Chartbook presents comparative results from the 2013 CG-CAHPS Database for the composites and provider ratings for each core survey version as well as the PCMH supplemental composites. A series of bar charts shows the overall national distribution of responses followed by the response distributions for selected practice site characteristics including region, physician specialty, provider type, practice ownership and affiliation, survey mode, and two measures for size of practice site (number of providers working per week and number of patient visits per week).

Selected highlights are as follows:

Table 1-1. Comparison of Top-Box Scores By Survey Version
Composite/Item 12-Month Adult/PCMH
Combined		 12-Month Child/PCMH
Combined		 Visit
Adult
Access (Getting Timely Appointments, Care, and Information) 60% 65% 63%
Provider Communication (How Well Providers Communicate with Patients) 82% 86% NC2
Office Staff (Helpful, Courteous, and Respectful Office Staff) 75% 72% NC
Follow-Up on Test Results 70% 71% NC
Patients' Rating of the Provider 76% 78% 82%

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
Combined		 12-Month
Child/PCMH
Combined
Access (Getting Timely Appointments, Care, and Information) 60% 65%
Provider Communication (How Well Providers Communicate with Patients) 82% 86%
Office Staff (Helpful, Courteous, and Respectful Office Staff) 75% 72%
Providers Pay Attention to Your Mental and Emotional Health 46% 56%
Providers Support You in Taking Care of Your/Child's Own Health 52% 39%
Providers Discuss Medication Decisions 66% NC
Providers' Attention to Your Child's Growth and Development NC 56%
Providers' Advice on Keeping Your Child Safe and Healthy NC 55%
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) 63% 67% 64% 62% 59%
Provider Communication (How Well Providers Communicate with Patients) 92% 92% 92% 91% 90%
Office Staff (Helpful, Courteous, and Respectful Office Staff) 92% 92% 93% 92% 91%
Patients' Rating of the Provider 82% 81% 83% 82% 79%
Table 1-4. Comparison of Visit Adult Top-Box Scores By Overall Physician Specialty
Composite/Item CAHPS
DB
Overall		 Primary Care Pediatrics Other Specialties
Access (Getting Timely Appointments, Care, and Information) 63% 62% 67% 67%
Provider Communication (How Well Providers Communicate with Patients) 92% 92% 94% 91%
Office Staff (Helpful, Courteous, and Respectful Office Staff) 92% 92% 93% 93%
Patients' Rating of the Provider 82% 81% 83% 83%

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Table 1-5. Comparison of Visit Adult Top-Box Scores By Provider Type
Composite/Item CAHPS
DB
Overall		 Physicians NP/PA3
Access (Getting Timely Appointments, Care, and Information) 63% 64% 65%
Provider Communication (How Well Providers Communicate with Patients) 92% 92% 92%
Office Staff (Helpful, Courteous, and Respectful Office Staff) 92% 92% 91%
Patients' Rating of the Provider 82% 82% 80%

3 NP = Nurse Practitioner and PA = Physician Assistant. Category also includes Midwives.

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Table 1-6. Adult Visit Survey Top Box Scores Over Time
Composite/Item 2010 2011 2012 2013
Number of Practice Sites 469 769 1,718 1,234
Number of Respondents 103,442 266,327 613,396 428,154
Access (Getting Timely Appointments, Care, and Information) 59% 61% 62% 63%
Provider Communication (How Well Providers Communicate with Patients) 90% 90% 91% 92%
Office Staff (Helpful, Courteous, and Respectful Office Staff) 90% 90% 91% 92%
Patients' Rating of the Provider 75% 78% 80% 82%

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2. INTRODUCTION

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 primarily in calendar year 2013, beginning in January 2013. However, a small number of results reflect field periods ending in the first quarter of 2014. In addition, a small number of results included in the 2013 CG-CAHPS 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 submitter’s 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 benchmarks. Both the public site and the submitter’s 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 “top box” scores, frequencies, bar charts, and percentiles. The “report builder” 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 2012, 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 four 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
4-point
Child PCMH

4-point		 Adult
6-point		 Child
6-point
2013 (2.0) 428,154
(1,234) 		199,038
(833) 		8,265
(105) 		N/A N/A
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 N/A 75,051
(869) 		N/A
2010 (1.0) 103,442
(469) 		41,834
(234) 		N/A N/A N/A 180,588
(339) 		4,883
(52)

The 2013 CG-CAHPS Database includes a total of 635,457 patient experience survey responses submitted by 2,172 medical practices.

Although the CG-CAHPS Visit version continues to comprise the single largest component of the CG-CAHPS Database, the number of 12-month survey responses has almost doubled since 2012. This doubling is in part due to the decision to combine the 12-month core survey responses with the core responses from the Adult and Child 12-month surveys with PCMH supplemental items. The number of 12-month Child survey responses remains relatively small.

The number of survey respondents and practice sites submitting the 12-month survey versus the 12-month survey with PCMH items in 2013 is shown in Table 3-2:

Table 3-2. 12-Month vs. 12-Month/PCMH Survey Versions in 2013
Adult 4-point Adult PCMH 4-point Child 4-point Child PCMH 4-point
116,444
(410) 		82,594
(423) 		5,602
(42) 		2,663
(63)

Because of 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 2013 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, overall physician specialty, physician specialty, provider type, practice ownership and affiliation, survey mode, providers working per week, and patient visits per week. Data on the region, practice ownership and affiliation, providers working per week, and patient visits per week were reported by participating practice sites separately from the survey response data. Overall physician specialty, physician specialty, provider type, and survey mode were reported at the sample level for each completed survey.

The total number of practice sites shown in Tables 4-2, 4-3, 4-4, and 4-6 is significantly greater than the absolute number of practice sites because it is possible for one practice site to cover multiple categories. In addition, when reporting comparison scores by practice site characteristic categories, results are suppressed if there are fewer than five practice sites and/or fewer than 300 completed surveys available for a given category. These suppression rules also contribute to differences in the total number of practice sites and survey completes reported in all eight characteristic tables.

Region

The distribution of regions is shown in Table 4-1. Each version of the CAHPS Clinician & Group Survey reflects a different regional distribution and is not representative of the U.S. distribution. The largest concentration of practice sites for the 12-Month Adult/PCMH combined survey was from the West; the largest concentration for the Visit Adult survey was from the Midwest; and for the 12-Month Child/PCMH combined survey most practice sites were from the South (although the South region had the fewest number of survey completes). Practice sites were assigned to one of the U.S. Census Bureau’s four official regions, based on the practice sites’ 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 4
Region 12-month Adult/PCMH Combined 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
Midwest - - 412 206,017 - -
Northeast 267 54,041 399 79,625 20 3,201
South 268 30,515 324 68,495 55 1,607
West 295 114,142 99 74,017 30 3,457
TOTAL 830 198,698 1,234 428,154 105 8,265

4 When reporting comparison scores by practice site characteristic categories, a category’s 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.

Provider Specialty and Type

Data submission specifications for the CG-CAHPS Database allowed submitters to identify 51 different provider specialties/types including an option for “other” or “missing.” The option of “other” or “missing” was provided to help reduce the burden of data submission for some participants. Three different benchmarks are established at the practice site level using the same data. They are overall physician specialty, physician specialty, and provider type. Definitions for these three categories are provided in Appendix C.

The distribution of the overall 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 “primary care,” 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 includes distributions of the 16 most reported physician specialties. The largest concentration of practice sites across all the CG-CAHPS survey versions was “family practice,” followed by “internal medicine.” Again, 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 Overall Physician Specialty
Physician Specialty 12-month Adult/PCMH Combined 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
Primary Care 508 94,071 435 116,065 51 971
Pediatrics - - 29 537 25 4,275
Other Specialties 447 73,950 376 76,865 36 1,517
TOTAL 955 168,021 840 193,467 112 6,763

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Table 4-3 includes distributions of the 16 most reported physician specialties. The largest concentration of practice sites across all the CG-CAHPS survey versions was “family practice,” followed by “internal medicine.” Again, 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 4-3. Distribution of Practice Site Counts and Total Survey Completes by Physician Specialty
Physician Specialty 12-month Adult/PCMH Combined 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
Cardiology 214 7,852 29 5,339 - -
Dermatology 177 4,121 22 3,476 - -
Endocrinology 176 3,412 21 2,243 - -
Family Practice 404 52,331 341 75,686 37 544
Gastroenterology 187 3,498 28 3,825 - -
Hematology/ Oncology 179 3,885 15 2,884 - -
Internal Medicine 323 39,704 171 40,235 17 378
Neurology 184 4,802 33 3,946 - -
OB/GYN 220 11,892 82 12,377 - -
Ophthalmology 172 4,803 31 4,478 45 1,074
Orthopedics 83 5,478 37 6,081 - -
Pediatrics - - 29 537 25 4,275
Pulmonary Medicine 146 2,096 27 4,367 - -
Rheumatology 163 2,014 21 3,280 - -
Surgical 230 10,803 94 13,857 - -
Urology 181 3,608 27 5,056 - -
TOTAL 3,039 160,299 1,008 187,667 79 6,197

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The number of practice sites and survey completes by provider type is shown in Table 4-4. Physicians constituted the largest population evaluated across all the CG-CAHPS surveys, in contrast to Nurse Practitioners (NP) and Physician Assistants (PA).

Table 4-4. Table 4-4. Distribution of Practice Site Counts and Total Survey Completes by Provider Type
Physician Specialty 12-month Adult/PCMH Combined 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
Physician 736 168,307 747 193,467 94 6,763
NP/PA 107 1,926 178 8,437 - -
TOTAL 843 170,233 925 201,904 94 6,763

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Practice Ownership and Affiliation

The distribution of the practice ownership and affiliation categories is shown in Table 4-5. The largest number of practice sites was “hospital/health system” across all survey versions, followed by “provider/physician.” In addition, some of the categories are not mutually exclusive and could therefore misrepresent the true distribution among the practice sites included in the database.

Table 4-5. Distribution of Practice Site Counts and Total Survey Completes by Practice Site Ownership and Affiliation
Practice Ownership and Affiliation 12-month Adult/PCMH Combined 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
Provider/ Physician 117 51,968 291 56,838 - -
Hospital/ Health System 496 81,465 893 338,465 73 4,397
University/ Academic Med Center 73 29,990 - - 30 3,457
Community Health Center - - 47 29,944 - -
Other 80 35,453 - - - -
TOTAL 826 198,876 1,231 425,248 103 7,854

Survey Mode

As shown in Table 4-6, the vast majority of the surveys submitted to the CAHPS Database were collected using mail as the primary mode of survey administration. IVR survey mode accounted for the second largest number of survey completes. Phone survey mode accounted for the fewest number of completes for this set of submitted data.

Table 4-6. Distribution of Practice Site Counts and Total Survey Completes by Survey Mode
Survey Mode 12-month Adult/PCMH Combined 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
Mail 552 127,422 1,026 301,139 65 3,010
Phone 432 18,543 175 11,268 22 371
IVR 163 43,251 39 9,900 39 4,736
Web/ Internet 303 9,822 236 105,847 - -
TOTAL 1450 199,038 1,476 428,154 126 8,117

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Providers Working per Week

As one measure of practice size, the distribution of the number of providers working per week is shown in Table 4-7. This information was self-reported at the practice site level. Other than “missing,” most practice sites that voluntarily submitted their data to the CAHPS Database have 4–9 providers (e.g., doctors of medicine, doctors of osteopathic medicine, physician assistants, nurse practitioners, etc.) working during a typical week.

Table 4-7. Distribution of Practice Site Counts and Total Survey Completes by Number of Providers Working per Week
Number of Providers Working per Week 12-month Adult/PCMH Combined 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
Missing 359 101,376 272 199,787 8 541
1 provider 73 3,996 178 12,407 15 531
2 - 3 providers 119 12,500 346 47,926 26 933
4 - 9 providers 179 40,204 338 98,165 36 4,046
10 - 13 providers 38 11,697 46 21,047 5 515
14 - 19 providers 31 10,719 21 9,704 6 303
More than 20 providers 34 18,546 3 39,118 9 1,396
TOTAL 833 199,038 1,234 428,154 105 8,265

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Patient Visits per Week

Another measure of practice size is the number of patient visits per week. As shown in Table 4-8, other than “missing,” most practice sites that submitted data to the CAHPS Database have fewer than 100 patient visits during a typical week, followed by sites having 100 - 199 patient visits per week.

Table 4-8. Distribution of Practice Site Counts and Total Survey Completes by Patient Visits per Week
Number of Patient Visits per Week 12-month Adult/PCMH Combined 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
Missing 330 95,468 246 181,832 6 130
< 100 186 15,200 345 34,446 29 960
100 - 199 143 24,421 248 44,256 29 1,286
200 - 299 73 17,829 133 40,334 14 912
300 - 499 58 22,103 133 51,150 15 2,849
500 - 699 22 10,463 42 16,576 7 1,673
>700 21 13,554 87 59,560 5 455
TOTAL 833 199,038 1,234 428,154 105 8,265

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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 2013 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 overall national 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/PCMH 2.0 Combined

Core Results* Supplemental Composites

12-Month Child/PCMH 2.0 Combined

Core Results* Supplemental Composite

Visit Adult 2.0 Results

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 Adult and Child Core Surveys have been combined, respectively, with the core questions from the 12-Month Adult and Child Surveys with PCMH Supplemental Items, in order to create a larger comparative data set for more meaningful benchmark comparisons.

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12-month Adult/PCMH 2.0 Combined Core Results

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
15%24%60%
National Distribution(n=197,223)

Region
N/A
Midwest
11%23%66%
Northeast(n=53,251)
17%24%59%
South(n=30,354)
17%25%58%
West(n=113,281)

Overall Physician Specialties
15%27%58%
Primary Care(n=93,572)
N/A
Pediatrics
16%21%63%
Other Specialties(n=72,997)

Physician Specialties
14%22%65%
Cardiology(n=7,756)
18%22%60%
Dermatology(n=4,076)
17%23%60%
Endocrinology(n=3,374)
16%28%56%
Family Practice(n=52,068)
20%21%59%
Gastroenterology(n=3,452)
12%21%68%
Hematology/Oncology(n=3,846)
14%26%59%
Internal Medicine(n=39,476)
22%22%56%
Neurology(n=4,691)
16%21%63%
OB/GYN(n=11,824)
19%21%61%
Ophthalmology(n=4,747)
18%20%62%
Orthopedics(n=5,381)
N/A
Pediatrics
13%23%64%
Pulmonary Medicine(n=2,065)
18%22%59%
Rheumatology(n=1,996)
14%20%66%
Surgical(n=10,670)
16%21%63%
Urology(n=3,565)

Provider Type
16%25%60%
Physician(n=166,854)
12%25%62%
NP/PA(n=1,903)

Getting Timely Appointments, Care, and Information - (continued)
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
Practice Ownership and Affiliation
19%26%56%
Provider and/or Physician(n=51,799)
14%23%63%
Hospital or Health System(n=80,518)
17%22%61%
University or Academic Medical Center(n=29,484)
N/A
Community Health Center
N/A
County
13%28%59%
Other(n=35,261)

Survey Mode
15%26%59%
Mail(n=126,689)
18%19%63%
Phone(n=18,353)
16%21%63%
IVR(n=42,486)
16%24%60%
Web/Internet(n=9,695)

Providers Working Each Week
16%20%64%
1(n=3,965)
15%23%62%
2 - 3(n=12,392)
15%24%61%
4 - 9(n=39,793)
13%22%65%
10 - 13(n=11,544)
15%21%65%
14 - 19(n=10,526)
18%20%62%
> 20(n=18,114)

Patient Visits Each Week
12%19%68%
< 100(n=15,014)
15%22%63%
100 - 199(n=24,113)
16%23%62%
200 - 299(n=17,532)
16%24%59%
300 - 499(n=21,857)
15%24%62%
500 - 699(n=10,319)
16%22%63%
> 700(n=13,355)

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

Never + SometimesUsuallyAlways

Scale
National
5%13%82%
National Distribution(n=196,993)

Region
N/A
Midwest
4%10%86%
Northeast(n=53,212)
5%12%84%
South(n=30,119)
6%14%80%
West(n=113,325)

Overall Physician Specialties
5%13%82%
Primary Care(n=93,177)
N/A
Pediatrics
6%12%82%
Other Specialties(n=73,181)

Physician Specialties
4%11%85%
Cardiology(n=7,780)
7%12%81%
Dermatology(n=4,090)
5%11%84%
Endocrinology(n=3,387)
5%14%81%
Family Practice(n=51,886)
8%14%78%
Gastroenterology(n=3,458)
4%11%85%
Hematology/Oncology(n=3,859)
5%13%82%
Internal Medicine(n=39,299)
8%12%80%
Neurology(n=4,738)
5%11%83%
OB/GYN(n=11,791)
6%15%78%
Ophthalmology(n=4,770)
8%12%80%
Orthopedics(n=5,369)
N/A
Pediatrics
4%9%87%
Pulmonary Medicine(n=2,071)
5%11%84%
Rheumatology(n=1,991)
6%11%83%
Surgical(n=10,691)
6%12%82%
Urology(n=3,575)

Provider Type
5%13%82%
Physician(n=166,640)
4%11%84%
NP/PA(n=1,894)

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

Never + SometimesUsuallyAlways

Scale
Practice Ownership and Affiliation
7%15%77%
Provider and/or Physician(n=51,953)
4%11%85%
Hospital or Health System(n=80,254)
5%10%84%
University or Academic Medical Center(n=29,400)
N/A
Community Health Center
N/A
County
5%14%81%
Other(n=35,226)

Survey Mode
5%14%81%
Mail(n=126,345)
7%11%82%
Phone(n=18,487)
4%10%86%
IVR(n=42,358)
6%12%82%
Web/Internet(n=9,803)

Providers Working Each Week
5%11%84%
1(n=3,953)
4%12%84%
2 - 3(n=12,318)
4%12%84%
4 - 9(n=39,542)
4%10%86%
10 - 13(n=11,486)
5%10%85%
14 - 19(n=10,521)
5%10%85%
> 20(n=18,218)

Patient Visits Each Week
4%10%86%
< 100(n=15,017)
4%10%85%
100 - 199(n=23,971)
4%11%85%
200 - 299(n=17,501)
5%12%83%
300 - 499(n=21,787)
5%12%83%
500 - 699(n=10,265)
4%10%85%
> 700(n=13,346)

Back To Top

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

Never + SometimesUsuallyAlways

Scale
National
6%18%75%
National Distribution(n=193,693)

Region
N/A
Midwest
4%14%82%
Northeast(n=52,087)
7%19%74%
South(n=30,213)
8%20%72%
West(n=111,058)

Overall Physician Specialties
7%20%73%
Primary Care(n=92,363)
N/A
Pediatrics
7%17%76%
Other Specialties(n=71,390)

Physician Specialties
5%17%78%
Cardiology(n=7,708)
6%18%76%
Dermatology(n=3,964)
7%18%75%
Endocrinology(n=3,280)
7%20%73%
Family Practice(n=51,539)
9%19%72%
Gastroenterology(n=3,366)
4%16%80%
Hematology/Oncology(n=3,786)
6%20%74%
Internal Medicine(n=38,805)
9%19%73%
Neurology(n=4,584)
8%20%72%
OB/GYN(n=11,543)
7%21%73%
Ophthalmology(n=4,649)
7%16%77%
Orthopedics(n=5,171)
N/A
Pediatrics
4%14%82%
Pulmonary Medicine(n=2,029)
7%20%73%
Rheumatology(n=1,931)
6%15%79%
Surgical(n=10,510)
7%17%77%
Urology(n=3,474)

Provider Type
7%19%74%
Physician(n=164,009)
5%17%78%
NP/PA(n=1,892)


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

Never + SometimesUsuallyAlways

Scale
Practice Ownership and Affiliation
9%22%69%
Provider and/or Physician(n=51,762)
5%16%79%
Hospital or Health System(n=79,217)
7%18%76%
University or Academic Medical Center(n=27,578)
N/A
Community Health Center
N/A
County
5%19%75%
Other(n=34,977)

Survey Mode
6%19%75%
Mail(n=126,106)
8%15%76%
Phone(n=18,309)
6%17%77%
IVR(n=39,625)
8%21%71%
Web/Internet(n=9,653)

Providers Working Each Week
6%15%79%
1(n=3,959)
5%16%79%
2 - 3(n=12,260)
6%18%76%
4 - 9(n=38,840)
5%16%79%
10 - 13(n=11,032)
5%16%79%
14 - 19(n=10,137)
6%17%77%
> 20(n=17,159)

Patient Visits Each Week
4%13%83%
< 100(n=14,727)
6%16%78%
100 - 199(n=23,393)
7%18%76%
200 - 299(n=16,818)
6%19%75%
300 - 499(n=21,363)
5%18%77%
500 - 699(n=9,908)
6%17%77%
> 700(n=12,873)

Back To Top

Patients’ Rating of the Provider

0-67-89-10

Scale
National
6%17%76%
National Distribution(n=191,625)

Region
N/A
Midwest
4%14%82%
Northeast(n=51,180)
6%15%79%
South(n=30,070)
7%20%73%
West(n=110,040)

Overall Physician Specialties
6%18%75%
Primary Care(n=91,439)
N/A
Pediatrics
7%16%77%
Other Specialties(n=70,365)

Physician Specialties
5%14%81%
Cardiology(n=7,626)
8%21%70%
Dermatology(n=3,908)
6%16%78%
Endocrinology(n=3,218)
7%19%74%
Family Practice(n=51,127)
9%21%71%
Gastroenterology(n=3,331)

Patients’ Rating of the Provider – (continued)

0-67-89-10

Scale
Practice Ownership and Affiliation
9%23%68%
Provider and/or Physician(n=51,596)
5%14%81%
Hospital or Health System(n=78,187)
5%15%80%
University or Academic Medical Center(n=26,737)
N/A
Community Health Center
N/A
County
6%18%76%
Other(n=34,948)

Survey Mode
7%18%76%
Mail(n=125,406)
7%21%71%
Phone(n=18,244)
4%15%81%
IVR(n=38,265)
8%17%75%
Web/Internet(n=9,710)

Providers Working Each Week
7%15%78%
1(n=3,947)
5%15%79%
2 - 3(n=12,152)
5%15%80%
4 - 9(n=38,259)
5%14%81%
10 - 13(n=10,696)
5%14%81%
14 - 19(n=9,916)
5%14%81%
> 20(n=16,752)

Patient Visits Each Week
5%13%82%
< 100(n=14,525)
5%15%80%
100 - 199(n=22,960)
5%16%79%
200 - 299(n=16,488)
6%15%79%
300 - 499(n=21,012)
5%16%79%
500 - 699(n=9,752)
5%13%82%
> 700(n=12,595)

12-month Adult PCMH 2.0 Supplemental Composites

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

NoYes

Scale
National
48%52%
National Distribution(n=52,201)

Region
N/A
Midwest
49%51%
Northeast(n=24,890)
47%53%
South(n=27,192)
N/A
West

Overall Physician Specialties
47%53%
Primary Care(n=25,856)
N/A
Pediatrics
50%50%
Other Specialties(n=13,800)

Physician Specialties
47%53%
Cardiology(n=3,207)
59%41%
Dermatology(n=133)
37%63%
Endocrinology(n=526)
49%51%
Family Practice(n=12,219)
59%41%
Gastroenterology(n=265)
36%64%
Hematology/Oncology(n=557)
48%52%
Internal Medicine(n=11,623)
55%45%
Neurology(n=1,128)
57%43%
OB/GYN(n=2,446)
N/A
Ophthalmology
44%56%
Orthopedics(n=833)
N/A
Pediatrics
42%58%
Pulmonary Medicine(n=570)
N/A
Rheumatology
53%47%
Surgical(n=3,015)
58%42%
Urology(n=360)

Provider Type
48%52%
Physician(n=39,662)
49%51%
NP/PA(n=1,472)


Providers Support You in Taking Care of Your Own Health (PCMH) – (continued)
Combines responses from two questions regarding providers supported you in take care of your own health.

NoYes

Scale
Practice Ownership and Affiliation
52%48%
Provider and/or Physician(n=110)
48%52%
Hospital or Health System(n=51,931)
N/A
University or Academic Medical Center
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
48%52%
Mail(n=51,592)
55%45%
Phone(n=609)
N/A
IVR
N/A
Web/Internet

Providers Working Each Week
42%58%
1(n=2,578)
50%50%
2 - 3(n=9,306)
50%50%
4 - 9(n=24,756)
49%51%
10 - 13(n=2,181)
50%50%
14 - 19(n=2,322)
37%63%
> 20(n=34)

Patient Visits Each Week
47%53%
< 100(n=5,520)
48%52%
100 - 199(n=10,962)
51%49%
200 - 299(n=4,959)
51%49%
300 - 499(n=12,317)
52%48%
500 - 699(n=4,494)
46%54%
> 700(n=2,978)
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
54%46%
National Distribution(n=80,226)

Region
N/A
Midwest
49%51%
Northeast(n=24,971)
58%42%
South(n=27,225)
52%48%
West(n=27,909)

Overall Physician Specialties
51%49%
Primary Care(n=51,401)
N/A
Pediatrics
65%35%
Other Specialties(n=13,798)

Physician Specialties
66%34%
Cardiology(n=3,213)
93%7%
Dermatology(n=129)
53%47%
Endocrinology(n=526)
50%50%
Family Practice(n=30,858)
69%31%
Gastroenterology(n=268)
52%48%
Hematology/Oncology(n=556)
51%49%
Internal Medicine(n=18,529)
60%40%
Neurology(n=1,132)
58%42%
OB/GYN(n=2,442)
N/A
Ophthalmology
77%23%
Orthopedics(n=833)
N/A
Pediatrics
59%41%
Pulmonary Medicine(n=562)
N/A
Rheumatology
72%28%
Surgical(n=3,015)
75%25%
Urology(n=360)

Provider Type
55%45%
Physician(n=65,205)
56%44%
NP/PA(n=1,470)


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

NoYes

Scale
Practice Ownership and Affiliation
65%35%
Provider and/or Physician(n=110)
54%46%
Hospital or Health System(n=52,047)
N/A
University or Academic Medical Center
N/A
Community Health Center
N/A
County
52%48%
Other(n=27,909)

Survey Mode
54%46%
Mail(n=79,618)
65%35%
Phone(n=608)
N/A
IVR
N/A
Web/Internet

Providers Working Each Week
58%42%
1(n=2,567)
58%42%
2 - 3(n=9,321)
56%44%
4 - 9(n=24,796)
42%58%
10 - 13(n=2,181)
63%37%
14 - 19(n=2,327)
49%51%
> 20(n=34)

Patient Visits Each Week
61%39%
< 100(n=5,503)
55%45%
100 - 199(n=10,981)
54%46%
200 - 299(n=4,972)
54%46%
300 - 499(n=12,326)
50%50%
500 - 699(n=4,521)
67%33%
> 700(n=2,976)
Providers Discuss Medication Decisions (PCMH)
Combines responses from three questions regarding providers discuss medication decisions.

No + Not at allA little + SomeYes + A lot

Scale
National
10%23%66%
National Distribution(n=29,378)

Region
N/A
Midwest
9%24%66%
Northeast(n=13,182)
11%23%66%
South(n=16,123)
N/A
West

Overall Physician Specialties
10%24%66%
Primary Care(n=15,793)
N/A
Pediatrics
12%23%65%
Other Specialties(n=6,631)

Physician Specialties
14%22%64%
Cardiology(n=1,860)
17%23%60%
Dermatology(n=15)
8%18%73%
Endocrinology(n=354)
10%25%66%
Family Practice(n=7,291)
16%20%64%
Gastroenterology(n=99)
8%16%75%
Hematology/Oncology(n=356)
10%23%67%
Internal Medicine(n=7,297)
14%23%62%
Neurology(n=674)
10%25%65%
OB/GYN(n=959)
N/A
Ophthalmology
14%28%59%
Orthopedics(n=436)
N/A
Pediatrics
9%20%72%
Pulmonary Medicine(n=253)
N/A
Rheumatology
13%26%61%
Surgical(n=957)
14%25%61%
Urology(n=155)

Provider Type
11%24%66%
Physician(n=22,426)
9%23%67%
NP/PA(n=676)

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

No + Not at allA little + SomeYes + A lot

Scale
Practice Ownership and Affiliation
11%27%61%
Provider and/or Physician(n=43)
10%23%66%
Hospital or Health System(n=29,241)
N/A
University or Academic Medical Center
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
10%23%66%
Mail(n=29,069)
11%20%69%
Phone(n=309)
N/A
IVR
N/A
Web/Internet

Providers Working Each Week
10%21%68%
1(n=1,448)
11%23%66%
2 - 3(n=5,138)
11%24%65%
4 - 9(n=13,531)
8%24%68%
10 - 13(n=1,188)
13%24%64%
14 - 19(n=1,288)
9%21%71%
> 20(n=20)

Patient Visits Each Week
11%22%68%
< 100(n=2,604)
10%23%67%
100 - 199(n=5,955)
11%24%65%
200 - 299(n=2,820)
11%24%64%
300 - 499(n=7,023)
10%25%65%
500 - 699(n=2,478)
13%24%63%
> 700(n=1,791)

Back To Top

12-month Child/PCMH 2.0 Combined Core Results

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
14%21%65%
National Distribution(n=8,215)

Region
N/A
Midwest
10%19%70%
Northeast(n=3,181)
18%27%55%
South(n=1,602)
16%19%65%
West(n=3,432)

Overall Physician Specialties
15%21%64%
Primary Care(n=967)
12%21%67%
Pediatrics(n=4,253)
21%21%58%
Other Specialties(n=1,505)

Physician Specialties
N/A
Cardiology
N/A
Dermatology
N/A
Endocrinology
12%22%65%
Family Practice(n=541)
N/A
Gastroenterology
N/A
Hematology/Oncology
17%19%63%
Internal Medicine(n=377)
N/A
Neurology
N/A
OB/GYN
N/A
Ophthalmology
N/A
Orthopedics
12%21%67%
Pediatrics(n=4,253)
N/A
Pulmonary Medicine
N/A
Rheumatology
N/A
Surgical
N/A
Urology

Provider Type
14%21%65%
Physician(n=6,725)
N/A
NP/PA


Getting Timely Appointments, Care, and Information – (continued)
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
Practice Ownership and Affiliation
N/A
Provider and/or Physician
13%22%65%
Hospital or Health System(n=4,372)
16%19%65%
University or Academic Medical Center(n=3,432)
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
13%25%62%
Mail(n=2,996)
15%11%74%
Phone(n=370)
15%19%66%
IVR(n=4,701)
N/A
Web/Internet

Providers Working Each Week
15%21%64%
1(n=529)
19%24%58%
2 - 3(n=928)
13%22%66%
4 - 9(n=4,026)
13%18%69%
10 - 13(n=511)
15%20%65%
14 - 19(n=299)
18%16%66%
> 20(n=1,383)

Patient Visits Each Week
18%20%62%
< 100(n=956)
11%21%68%
100 - 199(n=1,281)
12%23%65%
200 - 299(n=899)
12%21%67%
300 - 499(n=2,840)
19%21%60%
500 - 699(n=1,662)
16%20%64%
> 700(n=449)

Back To Top

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

Never + SometimesUsuallyAlways

Scale
National
4%10%86%
National Distribution(n=8,057)

Region
N/A
Midwest
3%10%87%
Northeast(n=3,109)
5%12%83%
South(n=1,602)
4%9%86%
West(n=3,346)

Overall Physician Specialties
4%11%85%
Primary Care(n=949)
4%10%87%
Pediatrics(n=4,152)
5%10%85%
Other Specialties(n=1,478)

Physician Specialties
N/A
Cardiology
N/A
Dermatology
N/A
Endocrinology
4%10%87%
Family Practice(n=531)
N/A
Gastroenterology
N/A
Hematology/Oncology
4%12%84%
Internal Medicine(n=369)
N/A
Neurology
N/A
OB/GYN
N/A
Ophthalmology
N/A
Orthopedics
4%10%87%
Pediatrics(n=4,152)
N/A
Pulmonary Medicine
N/A
Rheumatology
N/A
Surgical
N/A
Urology

Provider Type
4%10%86%
Physician(n=6,579)
N/A
NP/PA


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

Never + SometimesUsuallyAlways

Scale

Practice Ownership and Affiliation
N/A
Provider and/or Physician
4%11%85%
Hospital or Health System(n=4,300)
4%9%86%
University or Academic Medical Center(n=3,346)
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
4%12%84%
Mail(n=2,995)
3%5%91%
Phone(n=367)
4%10%86%
IVR(n=4,547)
N/A
Web/Internet

Providers Working Each Week
3%9%88%
1(n=521)
5%13%83%
2 - 3(n=922)
4%10%85%
4 - 9(n=3,951)
3%10%87%
10 - 13(n=493)
7%10%84%
14 - 19(n=296)
4%9%87%
> 20(n=1,334)

Patient Visits Each Week
4%10%85%
< 100(n=937)
4%10%86%
100 - 199(n=1,267)
4%10%86%
200 - 299(n=883)
4%11%85%
300 - 499(n=2,774)
5%9%86%
500 - 699(n=1,623)
3%9%88%
> 700(n=444)

Back To Top

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

Never + SometimesUsuallyAlways

Scale
National
8%20%72%
National Distribution(n=7,556)

Region
N/A
Midwest
7%20%74%
Northeast(n=2,966)
11%24%65%
South(n=1,599)
7%18%75%
West(n=2,991)

Overall Physician Specialties
9%21%71%
Primary Care(n=885)
7%20%73%
Pediatrics(n=3,904)
10%19%72%
Other Specialties(n=1,377)

Physician Specialties
N/A
Cardiology
N/A
Dermatology
N/A
Endocrinology
8%20%72%
Family Practice(n=495)
N/A
Gastroenterology
N/A
Hematology/Oncology
10%22%68%
Internal Medicine(n=341)
N/A
Neurology
N/A
OB/GYN
N/A
Ophthalmology
N/A
Orthopedics
7%20%73%
Pediatrics(n=3,904)
N/A
Pulmonary Medicine
N/A
Rheumatology
N/A
Surgical
N/A
Urology

Provider Type
8%20%72%
Physician(n=6,166)
N/A
NP/PA


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

Never + SometimesUsuallyAlways

Scale
Practice Ownership and Affiliation
N/A
Provider and/or Physician
9%22%70%
Hospital or Health System(n=4,154)
7%18%75%
University or Academic Medical Center(n=2,991)
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
8%21%71%
Mail(n=2,992)
5%10%86%
Phone(n=363)
9%19%72%
IVR(n=4,054)
N/A
Web/Internet


Providers Working Each Week
7%19%74%
1(n=489)
12%22%66%
2 - 3(n=917)
7%20%73%
4 - 9(n=3,682)
8%20%71%
10 - 13(n=448)
12%20%68%
14 - 19(n=272)
10%19%71%
> 20(n=1,212)

Patient Visits Each Week
10%19%71%
< 100(n=881)
7%20%73%
100 - 199(n=1,215)
9%20%71%
200 - 299(n=843)
7%21%71%
300 - 499(n=2,609)
9%18%73%
500 - 699(n=1,474)
8%14%79%
> 700(n=409)

Back To Top

12-month Child/PCMH 2.0 Supplemental Composites

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
44%56%
National Distribution(n=3,062)

Region
N/A
Midwest
32%68%
Northeast(n=1,462)
55%45%
South(n=1,600)
N/A
West

Overall Physician Specialties
59%41%
Primary Care(n=333)
35%65%
Pediatrics(n=1,601)
64%36%
Other Specialties(n=509)

Physician Specialties
N/A
Cardiology
N/A
Dermatology
N/A
Endocrinology
61%39%
Family Practice(n=169)
N/A
Gastroenterology
N/A
Hematology/Oncology
52%48%
Internal Medicine(n=115)
N/A
Neurology
N/A
OB/GYN
N/A
Ophthalmology
N/A
Orthopedics
35%65%
Pediatrics(n=1,601)
N/A
Pulmonary Medicine
N/A
Rheumatology
N/A
Surgical
N/A
Urology

Provider Type
44%56%
Physician(n=2,443)
N/A
NP/PA


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

NoYes

Scale

Practice Ownership and Affiliation
N/A
Provider and/or Physician
46%54%
Hospital or Health System(n=2,651)
N/A
University or Academic Medical Center
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
45%55%
Mail(n=2,998)
N/A
Phone
N/A
IVR
N/A
Web/Internet

Providers Working Each Week
59%41%
1(n=258)
52%48%
2 - 3(n=873)
41%59%
4 - 9(n=1,391)
N/A
10 - 13
N/A
14 - 19
N/A
> 20

Patient Visits Each Week
62%38%
< 100(n=472)
46%54%
100 - 199(n=750)
35%65%
200 - 299(n=384)
38%62%
300 - 499(n=1,100)
52%48%
500 - 699(n=114)
54%46%
> 700(n=113)

Back To Top

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
45%55%
National Distribution(n=3,058)

Region
N/A
Midwest
33%67%
Northeast(n=1,460)
55%45%
South(n=1,598)
N/A
West

Overall Physician Specialties
58%42%
Primary Care(n=333)
36%64%
Pediatrics(n=1,601)
62%38%
Other Specialties(n=507)

Physician Specialties
N/A
Cardiology
N/A
Dermatology
N/A
Endocrinology
58%42%
Family Practice(n=169)
N/A
Gastroenterology
N/A
Hematology/Oncology
52%48%
Internal Medicine(n=115)
N/A
Neurology
N/A
OB/GYN
N/A
Ophthalmology
N/A
Orthopedics
36%64%
Pediatrics(n=1,601)
N/A
Pulmonary Medicine
N/A
Rheumatology
N/A
Surgical
N/A
Urology

Provider Type
44%56%
Physician(n=2,441)
N/A
NP/PA

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

NoYes


Practice Ownership and Affiliation
N/A
Provider and/or Physician
46%54%
Hospital or Health System(n=2,647)
N/A
University or Academic Medical Center
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
45%55%
Mail(n=2,994)
N/A
Phone
N/A
IVR
N/A
Web/Internet

Providers Working Each Week
59%41%
1(n=257)
51%49%
2 - 3(n=871)
42%58%
4 - 9(n=1,390)
N/A
10 - 13
N/A
14 - 19
N/A
> 20

Patient Visits Each Week
60%40%
< 100(n=471)
44%56%
100 - 199(n=748)
32%68%
200 - 299(n=384)
41%59%
300 - 499(n=1,099)
52%48%
500 - 699(n=114)
56%44%
> 700(n=113)

Back To Top

Patients’ Rating of the Provider

0-67-89-10

Scale
National
4%18%78%
National Distribution(n=7,322)

Region
N/A
Midwest
4%17%79%
Northeast(n=2,857)
6%19%75%
South(n=1,595)
4%18%79%
West(n=2,870)

Overall Physician Specialties
5%20%76%
Primary Care(n=863)
4%18%79%
Pediatrics(n=3,769)
5%17%78%
Other Specialties(n=1,344)

Physician Specialties
N/A
Cardiology
N/A
Dermatology
N/A
Endocrinology
4%19%77%
Family Practice(n=481)
N/A
Gastroenterology
N/A
Hematology/Oncology
5%21%74%
Internal Medicine(n=333)
N/A
Neurology
N/A
OB/GYN
N/A
Ophthalmology
N/A
Orthopedics
4%18%79%
Pediatrics(n=3,769)
N/A
Pulmonary Medicine
N/A
Rheumatology
N/A
Surgical
N/A
Urology

Provider Type
4%18%78%
Physician(n=5,976)
N/A
NP/PA


Patients’ Rating of the Provider – (continued)

0-67-89-10

Scale

Practice Ownership and Affiliation
N/A
Provider and/or Physician
5%18%77%
Hospital or Health System(n=4,041)
4%18%79%
University or Academic Medical Center(n=2,870)
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
6%18%77%
Mail(n=2,982)
1%11%87%
Phone(n=360)
3%18%78%
IVR(n=3,833)
N/A
Web/Internet

Providers Working Each Week
2%16%82%
1(n=488)
7%20%73%
2 - 3(n=910)
4%18%78%
4 - 9(n=3,579)
3%20%77%
10 - 13(n=410)
6%19%76%
14 - 19(n=254)
3%17%81%
> 20(n=1,142)

Patient Visits Each Week
5%19%76%
< 100(n=875)
4%17%79%
100 - 199(n=1,194)
4%19%77%
200 - 299(n=792)
4%18%77%
300 - 499(n=2,534)
5%16%79%
500 - 699(n=1,404)
2%14%84%
> 700(n=395)

Back To Top

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

NoYes

Scale
National
61%39%
National Distribution(n=2,638)

Region
N/A
Midwest
58%42%
Northeast(n=1,041)
62%38%
South(n=1,597)
N/A
West

Overall Physician Specialties
70%30%
Primary Care(n=332)
60%40%
Pediatrics(n=1,182)
55%45%
Other Specialties(n=507)

Physician Specialties
N/A
Cardiology
N/A
Dermatology
N/A
Endocrinology
69%31%
Family Practice(n=168)
N/A
Gastroenterology
N/A
Hematology/Oncology
67%33%
Internal Medicine(n=115)
N/A
Neurology
N/A
OB/GYN
N/A
Ophthalmology
N/A
Orthopedics
60%40%
Pediatrics(n=1,182)
N/A
Pulmonary Medicine
N/A
Rheumatology
N/A
Surgical
N/A
Urology

Provider Type
60%40%
Physician(n=2,021)
N/A
NP/PA


Providers Support You in Taking Care of Your Child's Health (PCMH) – (continued)
Combines responses from two questions regarding providers supported you in take care of your own health.

NoYes

Scale

Practice Ownership and Affiliation
N/A
Provider and/or Physician
61%39%
Hospital or Health System(n=2,638)
N/A
University or Academic Medical Center
N/A
Community Health Center
N/A
County
N/A
Other

Survey Mode
61%39%
Mail(n=2,638)
N/A
Phone
N/A
IVR
N/A
Web/Internet

Providers Working Each Week
55%45%
1(n=256)
59%41%
2 - 3(n=871)
63%37%
4 - 9(n=1,386)
N/A
10 - 13
N/A
14 - 19
N/A
> 20

Patient Visits Each Week
55%45%
< 100(n=470)
59%41%
100 - 199(n=645)
54%46%
200 - 299(n=381)
66%34%
300 - 499(n=790)
65%35%
500 - 699(n=114)
69%31%
> 700(n=113)

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
12%25%63%
National Distribution(n=422,808)

Region
10%26%64%
Midwest(n=203,545)
11%23%67%
Northeast(n=78,589)
14%23%62%
South(n=67,743)
14%26%59%
West(n=72,931)

Overall Physician Specialties
12%26%62%
Primary Care(n=114,303)
11%21%67%
Pediatrics(n=521)
12%21%67%
Other Specialties(n=75,588)

Physician Specialties
9%21%70%
Cardiology(n=5,128)
15%22%63%
Dermatology(n=3,426)
14%25%61%
Endocrinology(n=2,215)
13%26%61%
Family Practice(n=74,254)
17%23%59%
Gastroenterology(n=3,735)
7%20%72%
Hematology/Oncology(n=2,847)
11%25%64%
Internal Medicine(n=39,905)
15%24%61%
Neurology(n=3,876)
11%21%68%
OB/GYN(n=12,274)
10%19%71%
Ophthalmology(n=4,411)
11%21%68%
Orthopedics(n=5,989)
11%21%67%
Pediatrics(n=521)
11%22%66%
Pulmonary Medicine(n=4,314)
10%23%67%
Rheumatology(n=3,249)
12%19%68%
Surgical(n=13,590)
12%21%67%
Urology(n=4,980)

Provider Type
12%24%64%
Physician(n=190,412)
11%24%65%
NP/PA(n=8,267)


Getting Timely Appointments, Care, and Information – (continued)
 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

Practice Ownership and Affiliation
10%23%67%
Provider and/or Physician(n=55,123)
12%25%63%
Hospital or Health System(n=335,322)
N/A
University or Academic Medical Center
15%26%59%
Community Health Center(n=29,530)
N/A
County
N/A
Other

Survey Mode
12%24%64%
Mail(n=297,215)
16%19%65%
Phone(n=10,079)
13%23%63%
IVR(n=9,823)
11%27%62%
Web/Internet(n=105,691)

Providers Working Each Week
10%21%69%
1(n=12,192)
11%23%66%
2 - 3(n=47,128)
12%24%64%
4 - 9(n=96,558)
14%26%61%
10 - 13(n=20,715)
11%24%65%
14 - 19(n=9,584)
13%26%62%
> 20(n=38,394)

Patient Visits Each Week
10%21%68%
< 100(n=33,892)
11%23%66%
100 - 199(n=43,625)
12%24%64%
200 - 299(n=39,653)
13%25%62%
300 - 499(n=50,301)
13%26%61%
500 - 699(n=16,311)
13%26%62%
> 700(n=58,559)

Back To Top

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

NoYes, somewhatYes, definitely

Scale
National
1%7%92%
National Distribution(n=425,151)

Region
1%7%92%
Midwest(n=204,739)
1%7%92%
Northeast(n=79,103)
2%7%91%
South(n=67,935)
2%8%90%
West(n=73,374)

Overall Physician Specialties
2%7%92%
Primary Care(n=114,790)
5%94%
Pediatrics(n=534)
1%7%91%
Other Specialties(n=76,337)

Physician Specialties
1%6%93%
Cardiology(n=5,292)
1%7%91%
Dermatology(n=3,451)
1%8%91%
Endocrinology(n=2,232)
1%7%92%
Family Practice(n=74,857)
2%9%89%
Gastroenterology(n=3,793)
1%5%95%
Hematology/Oncology(n=2,857)
2%6%93%
Internal Medicine(n=39,789)
2%9%89%
Neurology(n=3,921)
1%6%92%
OB/GYN(n=12,309)
1%7%92%
Ophthalmology(n=4,445)
2%9%89%
Orthopedics(n=6,045)
5%94%
Pediatrics(n=534)
1%7%92%
Pulmonary Medicine(n=4,338)
1%6%93%
Rheumatology(n=3,267)
2%8%90%
Surgical(n=13,754)
2%8%90%
Urology(n=5,018)

Provider Type
1%7%92%
Physician(n=191,661)
1%7%92%
NP/PA(n=8,361)


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

NoYes, somewhatYes, definitely

Scale
Practice Ownership and Affiliation
1%7%92%
Provider and/or Physician(n=56,383)
1%7%92%
Hospital or Health System(n=336,206)
N/A
University or Academic Medical Center
2%7%91%
Community Health Center(n=29,676)
N/A
County
N/A
Other

Survey Mode
1%7%91%
Mail(n=298,727)
2%8%90%
Phone(n=11,214)
1%6%93%
IVR(n=9,436)
2%6%93%
Web/Internet(n=105,774)

Providers Working Each Week
1%7%92%
1(n=12,303)
1%7%92%
2 - 3(n=47,470)
1%8%91%
4 - 9(n=97,246)
1%7%91%
10 - 13(n=20,789)
1%7%91%
14 - 19(n=9,638)
2%8%90%
> 20(n=38,837)

Patient Visits Each Week
1%7%92%
< 100(n=34,115)
2%7%91%
100 - 199(n=43,862)
2%7%91%
200 - 299(n=40,001)
2%8%91%
300 - 499(n=50,619)
1%8%91%
500 - 699(n=16,413)
2%8%90%
> 700(n=59,136)

Back To Top

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%7%92%
National Distribution(n=423,665)

Region
1%6%93%
Midwest(n=204,092)
1%7%92%
Northeast(n=78,795)
2%7%92%
South(n=67,711)
1%8%91%
West(n=73,067)

Overall Physician Specialties
1%7%92%
Primary Care(n=114,177)
7%93%
Pediatrics(n=534)
1%6%93%
Other Specialties(n=76,044)

Physician Specialties
1%4%95%
Cardiology(n=5,262)
1%5%94%
Dermatology(n=3,437)
1%8%92%
Endocrinology(n=2,220)
1%8%91%
Family Practice(n=74,460)
1%8%91%
Gastroenterology(n=3,761)
1%4%96%
Hematology/Oncology(n=2,851)
2%6%92%
Internal Medicine(n=39,574)
1%7%93%
Neurology(n=3,906)
1%8%91%
OB/GYN(n=12,274)
6%94%
Ophthalmology(n=4,433)
1%5%95%
Orthopedics(n=6,030)
7%93%
Pediatrics(n=534)
1%5%94%
Pulmonary Medicine(n=4,328)
1%6%93%
Rheumatology(n=3,259)
1%6%93%
Surgical(n=13,692)
1%6%93%
Urology(n=5,007)

Provider Type
1%7%92%
Physician(n=190,755)
1%8%91%
NP/PA(n=8,336)


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

NoYes, somewhatYes, definitely

Scale

Practice Ownership and Affiliation
1%7%93%
Provider and/or Physician(n=56,176)
1%7%92%
Hospital or Health System(n=335,061)
N/A
University or Academic Medical Center
1%8%91%
Community Health Center(n=29,582)
N/A
County
N/A
Other

Survey Mode
1%7%92%
Mail(n=297,700)
1%8%91%
Phone(n=11,155)
1%8%91%
IVR(n=9,112)
1%6%93%
Web/Internet(n=105,698)

Providers Working Each Week
1%6%94%
1(n=12,253)
1%7%92%
2 - 3(n=47,210)
1%8%92%
4 - 9(n=96,784)
1%8%91%
10 - 13(n=20,642)
1%6%93%
14 - 19(n=9,602)
1%7%92%
> 20(n=38,651)

Patient Visits Each Week
1%6%93%
< 100(n=33,869)
1%7%92%
100 - 199(n=43,669)
1%7%92%
200 - 299(n=39,825)
1%8%91%
300 - 499(n=50,352)
1%8%91%
500 - 699(n=16,343)
1%7%92%
> 700(n=58,870)

Back To Top

Patients’ Rating of the Provider

0-67-89-10

Scale
National
4%14%82%
National Distribution(n=419,380)

Region
4%14%83%
Midwest(n=202,108)
4%15%81%
Northeast(n=78,086)
4%13%82%
South(n=66,960)
5%16%79%
West(n=72,226)

Overall Physician Specialties
4%15%81%
Primary Care(n=112,806)
3%14%83%
Pediatrics(n=532)
4%13%83%
Other Specialties(n=75,115)

Physician Specialties
3%11%86%
Cardiology(n=5,187)
3%14%83%
Dermatology(n=3,410)
5%15%80%
Endocrinology(n=2,211)
4%15%81%
Family Practice(n=73,538)
5%16%79%
Gastroenterology(n=3,735)
2%9%89%
Hematology/Oncology(n=2,816)
3%14%83%
Internal Medicine(n=39,126)
5%17%79%
Neurology(n=3,842)
3%14%83%
OB/GYN(n=12,138)
3%11%86%
Ophthalmology(n=4,345)
5%14%82%
Orthopedics(n=5,950)
3%14%83%
Pediatrics(n=532)
3%13%83%
Pulmonary Medicine(n=4,278)
3%12%85%
Rheumatology(n=3,232)
4%13%83%
Surgical(n=13,557)
4%14%82%
Urology(n=4,921)

Provider Type
4%14%82%
Physician(n=188,453)
4%16%80%
NP/PA(n=8,241)


Patients’ Rating of the Provider – (continued)

0-67-89-10

Scale
Practice Ownership and Affiliation
4%14%82%
Provider and/or Physician(n=55,585)
4%14%82%
Hospital or Health System(n=331,785)
N/A
University or Academic Medical Center
4%14%82%
Community Health Center(n=29,166)
N/A
County
N/A
Other

Survey Mode
4%14%82%
Mail(n=294,279)
5%19%76%
Phone(n=11,113)
4%13%83%
IVR(n=8,598)
4%14%83%
Web/Internet(n=105,390)

Providers Working Each Week
4%14%82%
1(n=12,109)
4%14%81%
2 - 3(n=46,585)
4%15%81%
4 - 9(n=95,685)
5%15%80%
10 - 13(n=20,379)
4%13%83%
14 - 19(n=9,487)
5%16%79%
> 20(n=38,215)

Patient Visits Each Week
4%14%82%
< 100(n=33,431)
4%14%81%
100 - 199(n=43,118)
4%14%81%
200 - 299(n=39,397)
5%15%80%
300 - 499(n=49,730)
4%15%81%
500 - 699(n=16,155)
5%16%79%
> 700(n=58,299)

Back To Top

Willingness to Recommend the Provider’s Office

NoYes, somewhatYes, definitely

Scale
National
2%8%90%
National Distribution(n=419,542)

Region
2%8%90%
Midwest(n=202,694)
2%8%90%
Northeast(n=78,082)
3%7%90%
South(n=66,751)
3%9%88%
West(n=72,015)

Overall Physician Specialties
3%8%89%
Primary Care(n=113,026)
2%7%91%
Pediatrics(n=527)
2%7%91%
Other Specialties(n=75,211)

Physician Specialties
2%5%93%
Cardiology(n=5,212)
2%7%91%
Dermatology(n=3,394)
3%8%89%
Endocrinology(n=2,195)
2%8%89%
Family Practice(n=73,673)
3%9%88%
Gastroenterology(n=3,738)
1%5%94%
Hematology/Oncology(n=2,808)
3%7%90%
Internal Medicine(n=39,211)
3%9%88%
Neurology(n=3,855)
2%7%91%
OB/GYN(n=12,184)
1%6%93%
Ophthalmology(n=4,379)
3%7%90%
Orthopedics(n=5,971)
2%7%91%
Pediatrics(n=527)
2%7%92%
Pulmonary Medicine(n=4,269)
2%5%93%
Rheumatology(n=3,224)
2%7%91%
Surgical(n=13,541)
2%7%90%
Urology(n=4,929)

Provider Type
2%8%90%
Physician(n=188,764)

Willingness to Recommend the Provider’s Office – (continued)

NoYes, somewhatYes, definitely

Scale

Practice Ownership and Affiliation
2%8%90%
Provider and/or Physician(n=55,585)
2%8%90%
Hospital or Health System(n=331,998)
N/A
University or Academic Medical Center
3%8%90%
Community Health Center(n=29,125)
N/A
County
N/A
Other

Survey Mode
2%8%90%
Mail(n=293,913)
3%9%88%
Phone(n=11,050)
2%8%90%
IVR(n=9,053)
3%7%90%
Web/Internet(n=105,526)

Providers Working Each Week
3%7%90%
1(n=12,134)
2%8%90%
2 - 3(n=46,717)
2%9%89%
4 - 9(n=95,784)
2%9%89%
10 - 13(n=20,476)
2%8%90%
14 - 19(n=9,503)
3%9%88%
> 20(n=38,075)

Patient Visits Each Week
2%7%90%
< 100(n=33,587)
3%8%90%
100 - 199(n=43,182)
3%8%90%
200 - 299(n=39,406)
3%9%89%
300 - 499(n=49,844)
2%9%89%
500 - 699(n=16,116)
3%9%88%
> 700(n=58,213)

Back To Top

Appendix A. About the CG-CAHPS Database

CAHPS Database

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 national database enables survey users to compare their own results to relevant benchmarks (i.e., reference points such as national and regional averages). 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 one 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, Visit, and Patient-Centered Medical Home (PCMH) 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. Since then comparative results have been released annually, with the most current set of results for CG-CAHPS data collected in 2013 released in July 2014. To date the CG-CAHPS Database includes four sets of annual data (for the years 2010, 2011, 2012, and 2013) representing over 2.1 million respondents across all CG-CAHPS survey versions.

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 submitter’s 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:

  • “Top Box” Scores: Top box scores display the percentage of respondents reporting the most positive response for a composite, rating, or question item. Top box scores are presented for several practice characteristics, such as region, physician specialty, practice ownership, and survey mode. Top box scores are also presented for the 90th, 75th, 50th, and 25th percentiles (i.e., the percentage of practice sites that scored at or below a particular top box score).
  • Frequencies: One-way frequency tables display the distribution of scores (by percent and number of respondents) for all response options. Two-way frequency tables display the distribution of scores for all response options for selected respondent and practice characteristics.
  • Bar charts: Bar charts display a graphical distribution of survey results that show the top, bottom, and middle response categories. Bar charts present results for the overall distribution as well as for selected practice characteristics.
  • Report builder: The report builder feature allows users to create custom reports on demand, consisting of all results of interest.

Submitter’s 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 submitter’s 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:

  • Respondent-level survey data
  • Practice characteristics
  • Other information regarding the sampled population and survey administration
  • A signed Data Use Agreement

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 Bureau’s four official regions, as show in the following table.

Table B-1. Definition of Regions
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 and Provider Type

Definition of Overall Physician Specialties

The overall specialty benchmarks are grouped into three categories. The table below lists the specialty categories and the included specialties.

Table C-1. Overall Specialty Categories and Included Specialties
Category Physician Specialties
Primary Care Family Practice, General Practice, General Preventive Medicine, Internal Medicine
Pediatrics Pediatrics, Internal Medicine Pediatrics
Other Specialties Allergy/Immunology, Anesthesiology, Cardiology, Child & Adolescent Psychiatry, Dermatology, Diagnostic Radiology, Emergency Medicine, Endocrinology/ Metabolism, Forensic Pathology, Gastroenterology, General Surgery, Geriatrics, Hematology/Oncology, Medical Genetics, Nephrology, Neurology, Nuclear Medicine, OB/GYN or GYN, Ophthalmology, Orthopedics, Pathology, Physician Medicine & Rehabilitation, Psychiatry, Public Health & Rehabilitation, Pulmonary Medicine, Radiology, Rheumatology, Surgery, Urology, Vascular Medicine

Definition of Physician Specialties

Sixteen specialties are further established as benchmarks. Table C-2 lists the specialty categories and the included specialties.

Table C-2. Physician Specialty Categories and Included Specialties
Category Physician Specialties
Cardiology Cardiology
Dermatology Dermatology
Endocrinology Endocrinology/Metabolism
Family Practice Family Practice/Family
Gastroenterology Gastroenterology
Hematology/Oncology Hematology/Oncology
Internal Medicine Internal Medicine
Neurology Neurology
OB/GYN OB/GYN or GYN
Ophthalmology Ophthalmology
Orthopedics Orthopedics
Pediatrics Pediatrics + Internal Medicine Pediatrics
Pulmonary Medicine Pulmonary Medicine
Rheumatology Rheumatology
Surgical Surgery + General Surgery
Urology Urology

Definition of Provider Type

The provider type benchmarks are grouped into two categories. Table C-3 lists the provider types and the included specialties.

Table C-3. Provider Types and Included Specialties
Category Physician Specialties
Physician Allergy/Immunology, Anesthesiology, Cardiology, Child & Adolescent Psychiatry, Dermatology, Diagnostic Radiology, Emergency Medicine, Endocrinology/ Metabolism, Family Practice/Family, Forensic Pathology, Gastroenterology, General Practice, General Preventive Medicine, General Surgery, Geriatrics, Hematology/Oncology, Internal Medicine, Medical Genetics, Nephrology, Neurology, Nuclear Medicine, OB/GYN or GYN, Ophthalmology, Orthopedics, Pathology, Pediatrics, Physician Medicine & Rehabilitation, Psychiatry, Public Health & Rehabilitation, Pulmonary Medicine, Radiology, Rheumatology, Surgery, Urology, Vascular Medicine, Internal Medicine Pediatrics
Dermatology Dermatology
NP/PA Midwife, Nurse Practitioner, Physician Assistant

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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 provider’s 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 provider’s 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 provider’s 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 provider’s 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 provider’s 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 provider’s office follow up to give you those results? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Patients’ 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 provider’s 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 provider’s 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 provider’s 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 provider’s 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 provider’s 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 provider’s office follow up to give you those results? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Patients’ 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 provider’s office talk with you about specific goals for your health? Response Options
  • Yes
  • No
Q36 In the last 12 months, did anyone in this provider’s 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 provider’s 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 provider’s 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 provider’s 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. 12-Month Child Questionnaire 2.0
Getting Timely Appointments, Care, and Information
Q13 In the last 12 months, when you phoned this provider’s 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 provider’s 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 provider’s 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 child’s 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 child’s 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 provider’s 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 provider’s 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 provider’s office follow up to give you those results? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Patients’ 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
Provider’s Attention to Your Child’s Growth and Development
Q31 In the last 12 months, did you and anyone in this provider’s office talk about your child’s learning ability? Response Options
  • Yes
  • No
Q32 In the last 12 months, did you and anyone in this provider’s 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 provider’s office talk about how your child’s body is growing?
Q34 In the last 12 months, did you and anyone in this provider’s office talk about your child’s moods and emotions?
Q37 In the last 12 months, did you and anyone in this provider’s 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 provider’s office talk about how your child gets along with others?
Provider’s Advice on Keeping Your Child Safe and Healthy
Q35 In the last 12 months, did you and anyone in this provider’s 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 provider’s 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 provider’s 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 provider’s 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 provider’s office talk about whether there are any problems in your household that might affect your child?
Table D-4. 12-Month PCMH Child Questionnaire 2.0
Getting Timely Appointments, Care, and Information
Q13 In the last 12 months, when you phoned this provider’s 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 provider’s 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 provider’s 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 child’s 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 child’s 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 provider’s 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 provider’s 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 provider’s office follow up to give you those results? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Patients’ 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
Provider’s Attention to Your Child’s Growth and Development
Q38 In the last 12 months, did you and anyone in this provider’s office talk about your child’s learning ability? Response Options
  • Yes
  • No
Q39 In the last 12 months, did you and anyone in this provider’s 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 provider’s office talk about how your child’s body is growing?
Q41 In the last 12 months, did you and anyone in this provider’s office talk about your child’s moods and emotions?
Q44 In the last 12 months, did you and anyone in this provider’s 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 provider’s office talk about how your child gets along with others?
Provider’s Advice on Keeping Your Child Safe and Healthy
Q42 In the last 12 months, did you and anyone in this provider’s 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 provider’s 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 provider’s 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 provider’s 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 provider’s 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 provider’s office talk with you about specific goals for your child’s health? Response Options
  • Yes
  • No
Q50 In the last 12 months, did anyone in this provider’s office ask you if there are things that make it hard for you to take care of your child’s heath?

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Table D-5. Visit Adult Questionnaire 2.0
Getting Timely Appointments, Care, and Information
Q6 In the last 12 months, when you phoned this provider’s 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 provider’s 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 provider’s 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 provider’s 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 provider’s office treat you with courtesy and respect?
Follow-up on Test Results
Q24 Did someone from this provider’s office follow up to give you those results? Response Options
  • Yes
  • No
Patients’ 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 provider’s office to your family and friends? Response Options
  • Yes, definitely
  • Yes, somewhat
  • No