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The Right Tool for the Right Job: The Value of Alternative Patient Experience Measures

Ho, Lynn MD; Swartz, Adam MD; Wasson, John H. MDfor participants from the Dartmouth Primary Care Practice Network and Ideal Medical Practices

The Journal of Ambulatory Care Management: July/September 2013 - Volume 36 - Issue 3 - p 241–244
doi: 10.1097/JAC.0b013e3182955b0f
New Feature: Snapshots of Patient Engagement

Patient-reported experience of care predicts health care outcomes. Fourteen US and Canadian practices intercalated a standard ambulatory care Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey within their usual Internet-based survey to compare results from the Internet survey, Internet CAHPS survey, and a mailed CAHPS survey. They found that practice performance rankings obtained via the multi-item CAHPS survey were equivalent to a single measure captured by the Internet survey.

North Kingston Family Practice, North Kingston, Rhode Island (Dr Ho); Hanover Continuity Clinic, Hanover, New Hampshire (Dr Swartz); and the Dartmouth Institute, Lebanon, New Hampshire (Dr Wasson).

Correspondence: John H. Wasson, MD, The Dartmouth Institute, 46 Centerra Parkway, Lebanon, NH 03766 (

Participants from the Dartmouth Primary Care Practice Network and Ideal Medical Practices included the following physicians: Jean Antonucci, MD, Farmington, Maine; James A. Bloomer, MD, Exeter, New Hampshire; Jessica Ellsworth, MD, and Denise Schweda, MD, Scottsdale, Arizona; Gwen Hanson, MD, Bellevue, Washington; Thomas F. Hastings, MD, Chesterfield, Missouri; Lynn Ho, MD, North Kingstown, Rhode Island; Lonna Larsh, MD, Santa Cruz, California; Rosanna Lima, MD, Vancouver, British Columbia; Larry Lindeman, MD, Chicago, Illinois; Adam Schwarz, MD, Hanover, New Hampshire; TK Sidhu, MD, Victoria, British Columbia; Donald T. Stewart, Sammamish, Washington; John Watts-Haresch, MD, Kill Devil Hills, North Carolina. The authors thank their business associate Judy Knapp, who coordinated the mailings and entered the data.

John H. Wasson is the President of FNX Corporation, which distributes under license with the Trustees of Dartmouth College the Internet tool used to test the questions that are the basis of this report. The remaining authors have disclosed that they have no significant relationships with, or financial interest in, any commercial companies pertaining to this article.

© 2013 Wolters Kluwer Health | Lippincott Williams & Wilkins