About the Patient Experience Survey Report

What is the Patient Experience Survey Report? 

The MHQP Patient Experience Survey is a statewide survey of patients in Massachusetts. MHQP collected survey data from over 60,000 patients. This survey asks patients about experiences with their providers or their children's providers, and other staff in the doctors' office. The most recent survey was conducted in the spring of 2019. MHQP has been surveying patients since 2005, and is the only independent organization in Massachusetts to collect and publicly report statewide patient experience information.

What is patient experience?

Patient experience refers to everything that happens to a patient. This can begin with a phone call to the doctor's office. It includes the whole time a patient is at the doctors' office and any follow-up contact that happens after.

Was my doctors' office included?

To be in this report, a doctors' office must have at least 3 providers. The office also must have received enough patient survey responses for results to be reliable (trustworthy). Here are some reasons your doctors' office might not be in this report:

Patient Experience Matters 

MHQP’s Patient Experience Survey (PES) is a statewide survey that asks patients about experiences with their providers or their children’s provider, and other staff in the doctors' office. It is one of the few ways we have in Massachusetts to hear and share what patients and families have to say about their health care. It is also one of the most accurate ways for provider groups to assess their own performance, compare it to their peers, and set goals for improvement.

Recognizing Collaborative Investments in Patient Experience 

The Patient Experience Survey is made possible through collaborative investments from multiple funders including provider organizations, health plans, and the state. The investments of these partners sustain measurement and transparency of patient experience on a statewide scale. By supporting the PES, these organizations are demonstrating a deep commitment to transparency of the patient voice that contributes directly to the well-being of patients and the community.

Featured Stories from Our Partners in Patient Experience

The Patient Voice in a Learning Community

"To improve care we need to understand the unique needs of our patients. The Patient Experience Survey (PES) is an important way that we bring the voices of patients and families into how our practices provide clinical care and meet our patients' needs,” Dr. Glenn Focht, Chief Medical Officer of the Pediatric Physicians' Organization at Children's (PPOC), explained. [read more]

A Win-Win: Driving Healthcare Improvements Through Patient Experience 

NEQCA knows that to improve patient experience there has to be a commitment to reflection, evaluation and sharing best practices. And to provide its 1,800 members with the best and most up-to-date insights, NEQCA invests in MHQP’s Patient Experience Survey [read more]

Family and doctor  talking

 Making Patient Experience a Priority System-wide

 “At Cooley Dickinson, we don’t look at patient experience in isolation as something to be addressed only at the physician or practice level. Our goal has been to develop a program that can be deployed and implemented system-wide so everyone understands what we’re trying to achieve. We want it to be a priority in practices, at the hospital, at ambulatory levels and in outpatient clinics,” said Norman Stachelek, President and Executive Director at Cooley Dickinson Physician Hospital Organization. [read more] 

Our Investing Partners

Cooley Dickinson PHO (CDPHO)

Lowell General PHO (LGPHO)

Mount Auburn Cambridge IPA (MACIPA)

New England Quality Care Alliance (NEQCA)

Northeast PHO, Inc. (NEPHO)

Partners HealthCare System, Inc.

Southcoast Health Network

Steward Health Care Network

The Pediatric Physicians' Organization at Children's (PPOC)

UMASS Memorial HealthCare