NFP Groups Release CA Patient Experience Rankings

Cheryl Clark, for HealthLeaders Media , January 9, 2014

The report used responses from nearly 59,000 commercially insured patients in HMOs and point-of-service plans who were treated in 2012 and early 2013. Eligible providers include specialists, nurse practitioners, and physicians assistants.

The scores were derived in multiple ways.

First, for an overall score for each medical group, patients were asked to rate their experience on a 0 to 10 scale, which is shown with a red bar. For example, the survey shows that Sierra Medical Group in Lancaster, CA, scored the worst, with an overall rating of 51. Sutter Gould Medical Foundation scored the best, with an overall score of 74.

Second, patients also were asked to rate providers on whether they "always," "usually," "sometimes," or "never" received a good experience on a type of care. Only "always" responses were counted toward a good score. The questions were then divided into categories of care, including communication with patients, timely care and service, coordination of care, and helpfulness of office staff.

The 3,800-physician Hill Physicians Medical Group of the East Bay, in San Ramon, CA tied with Valley Care IPA of Fillmore, Ventura, and Santa Paula, to receive top scores in those four categories. Sierra Medical Group in Lancaster received the worst scores in all four categories.

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