And I don't think doctors are at all prepared for this. They'll no longer be able to brush away a bad review as just another outlier on Yelp. In time, there will be a real cost associated with bad reviews. "Many physicians have no idea what CGCAHPS is, and that value-based purchasing is coming soon for them," says Patricia Riskind, senior vice president of medical services for Press Ganey, which administers these surveys for its medical group clients, and soon for health departments in at least two states. "And it probably will be a little shocking, at least initially."
Versions of the survey are now being sent to patients of about 100,000 "early starter" physicians nationally, whose medical groups, such as one regional Kaiser Permanente Medical Group, apparently are eager to know what patients think, Riskind says.
Under Medicaid waivers, such surveys will go out first in California beginning April 1 to patients who receive care from doctors affiliated with 27 public hospitals. Minnesota is poised to follow starting September 1, with surveys for patients seen at clinics with at least 715 patients in a three-month period. California intends to post doctor scores by name on a public web page. Minnesota will publicly post scores by clinic only.
The survey poses such questions as:
"During your most recent visit, did this provider listen carefully to you?"
"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?"
"During your most recent visit, were clerks and receptionists at this provider's office as helpful as you thought they should be?