Supports Pay-for-Performance initiatives 

Designed to measure a patient’s satisfaction and general experience with their primary care physician, the Member Experience with Physician Survey results are often used by health plans:

• In contracting with physicians
• As part of a Pay-for-Performance program
• To identify strengths and weaknesses at the practice/physician level
• To provide specific information to physicians about customer service issues

This survey is very similar to The Clinician & Group Survey, the Agency for Healthcare Research and Quality's (AHRQ's) newest CAHPS instrument. The Member Experience with Physician Survey consists of 37-scaled questions, some of which allow for Quality Compass national and regional benchmarks. The Myers Group encourages customization to meet the specific needs of our clients. Areas covered include:

• Urgent access to care
• Regular or routine access to care
• The doctor
• Office and office staff
• Nursing staff
• Overall satisfaction

Depending on research and budget objectives, the Member Satisfaction with Physician survey is available both at the provider and the practice levels. The Myers Group recommends a mail/ phone methodology, targeting 30 responses per physician or practice. The benefit of the mixed methodology is the ability to make successive contact attempts, target significant returns, and adhere to a short timeframe.

A comprehensive final report, including individual physician “Report Cards”, facilitates a health plan’s decision-making process. These report cards are used in accordance with Pay-for-Performance initiatives as well as quality improvement programs.