Public Reporting of Patients' Comments with Quality Measures: How Can We Make It Work? (Webcast)

June 3, 2014

• Summary
• Speakers and PowerPoint Slides
• Recording
• Transcript
• Related Material

Summary

This Webcast focused on the collection of patient comments and their use in public reports that are designed to inform consumers about health care providers. Online patient ratings and reviews of physicians are growing in number, yet many observers are concerned about the effects and representativeness of the patient comments that are posted. In this Webcast, researchers discussed an ongoing AHRQ study of methods for eliciting representative patient comments and reporting those comments in a coherent manner with standardized measures of physician quality, including CAHPS measures of patient experience and clinical measures of patient treatment.

The speakers in this Webcast discussed the following topics:

• What do we know so far about the effect of patients’ comments on the perceptions and use of standardized measures in public reports?
• How could we collect comments that are representative, well-balanced, and aligned with the aspects of patient experience that are proven to be important to consumers?
• How can we report comments in a way that reduces the complexity of a report and strengthens the overall value of comparative information on health care providers?

Speakers and PowerPoint Slides

	Dale Shaller, MPA Managing Director, CAHPS Database Shaller Consulting Group Introduction Presentation slides (PDF, 673 KB) Closing Presentation slides (PDF, 815 KB)
	Steven Martino Behavioral Scientist RAND What have we learned about the effects of including patient comments in public reports? (PDF, 389 KB) How can we improve the public reporting of patient comments? (PDF, 938 KB)
	Rachel Grob, PhD Senior Scientist Center for Patient Partnerships and Department of Family Medicine University of Wisconsin How can we improve the collection of patient comments? (PDF, 234 KB)
	Mark Schlesinger, PhD Professor of Health Policy Yale School of Public Health How do our elicitations compare to "gold standard" interviews? (PDF, 256 KB)

Recording

• Listen to the Webcast (Public Reporting of Patients' Comments with Quality Measures: How Can We Make It Work? (mp3) [1 hr, 54 sec])
• Watch the Webcast Video (1 hour, 26 minutes, 29 seconds)

Transcript

Read the transcript of the Webcast (PDF, 270 KB)

 Related Material

• "How Patient Comments Affect Consumers' Use of Physician Performance Measures" by Kanouse DC, Schlesinger, M, Shaller D, et al. Medical Care. In press.
• "Taking Patients’ Narratives about Clinicians from Anecdote to Science" by Schlesinger M, et al. N Engl J Med, August 2015. 373;7:675-679.
• "Consumer Response to Patient Experience Measures in Complex Information Environments" by Schlesinger M, et al., Medical Care, November 2012.
• "Complexity, Public Reporting, and Choice of Doctors: A Look Inside the Blackest Box of Consumer Behavior" by Schlesinger M, et al., Med Care Res Rev, September 2013.
• "England’s Experience Incorporating 'Anecdotal' Reports From Consumers Into Their National Reporting System: Lessons for the United States of What to Do or Not to Do?" by Greaves F, et al., Med Care Res Rev, May 2014.