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PPC-8 Performance Reporting and Improvement
Element B Patient Experience Data
The practice collects data on patient experience with care in the following areas
Data Point
- Patient access to care
- Quality of physician communication
- Patient/family confidence in self care
- Patient/family satisfaction with care
SEMTA performs quarterly audits with annual aggregates of patient satisfaction which includes all of the above isues and others. This data is used to recommend improvements in our service to our patients. The following is the aggregate 2009.
Fourth Quarter 2009 Aggregate
All SETMA
| Total | Poor | Fair | Average | Good | Very Good | Excellent | Comments |
| 1 | 3273 | 49 | 59 | 130 | 417 | 955 | 1663 |
| 2 | 3255 | 63 | 71 | 196 | 507 | 1004 | 1414 |
| 3 | 3061 | 5 | 15 | 51 | 344 | 1013 | 1633 |
| 4 | 3283 | 5 | 15 | 47 | 329 | 1080 | 1807 |
| 5 | 3262 | 0 | 9 | 33 | 299 | 1038 | 1883 |
| 6 | 3066 | 35 | 46 | 145 | 464 | 909 | 1467 |
| 7 | 3289 | 1 | 26 | 75 | 334 | 963 | 1890 |
| 8 | 3271 | 5 | 15 | 62 | 288 | 892 | 2009 |
9 | 3250 | 4 | 16 | 44 | 313 | 913 | 1960 |
10 | 3292 | 6 | 13 | 46 | 245 | 878 | 2104 |
11 | 3278 | 50 | 67 | 210 | 441 | 1017 | 1493 |
12 | 3294 | 5 | 7 | 55 | 286 | 980 | 1961 |
| | Total | Poor | Fair | Average | Good | Very Good | Excellent | Comments |
| 1 | Ease obtaining appt | 100% | 1% | 2% | 4% | 13% | 29% | 51% | 51.5% Pt. Response |
| 2 | Speed of answering phone calls to office |
100% | 2% | 2% | 6% | 16% | 31% | 43% |
| 3 | Comfort level in administering self care | 100% | 0% | 0% | 2% | 11% | 33% | 53% |
| 4 | Office staff helpful w/ques.& probs. |
100% | 0% | 0% | 1% | 10% | 33% | 55% |
| 5 | Quality of nursing care received | 100% | 0% | 0% | 1% | 9% | 32% | 58% |
| 6 | Speed nursing staff return calls | 100% | 1% | 2% | 5% | 15% | 30% | 48% |
| 7 | Time physician spent with you | 100% | 0% | 1% | 2% | 10% | 29% | 57% |
| 8 | Communication from provider | 100% | 0% | 0% | 2% | 9% | 27% | 61% |
| 9 | Physician dx problem & rx treatment & f/u instructions | 100% | 0% | 0% | 1% | 10% | 28% | 60% |
| 10 | Confidence in physician | 100% | 0% | 0% | 1% | 7% | 27% | 64% |
| 11 | Wait time, after appt time, to see physician | 100% | 2% | 2% | 6% | 13% | 31% | 46% |
12 | Overall opinion of clinic | 100% | 0% | 0% | 2% | 9% | 30% | 60% |
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