Assessing Patient Experience Among MassHealth Members

What We Did:

MHQP was selected as the vendor to conduct statewide patient experience surveys of people insured through the Massachusetts Medicaid program, MassHealth, and participating in the new Accountable Care Organization (ACO) and Community Partners (CP) programs. The value-based program includes patient experience as one of the metrics on which ACOs will be measured. The contract  focuses on three areas in which MassHealth members commonly receive care and services: Primary Care, Behavioral Health, and Long-Term Services and Supports.

Who Is Involved:

This work is funded and organized through the Executive Office of Health and Human Services (EOHHS) for the Commonwealth of Massachusetts.

Why This Work Matters:

By including patient experience as a measure of performance, the state will be able to assess shifts in patient experience as it begins to restructure the MassHealth program to integrated, outcomes-based care.

MHQP already conducts the only statewide patient experience survey in the primary care setting for Massachusetts patients who are insured through employer-funded commercial insurers, which represents approximately 50% of the population in Massachusetts. This contract means MHQP will be able to provide a more complete picture of patient experience for providers in the state.  Over 25% of the population in Massachusetts is insured through MassHealth, bringing MHQP’s survey coverage to approximately 70% of the state’s population.  It will also enable state agencies to empirically compare the experiences of patients in MassHealth with those in the commercial market.

Related Resources:

• Read MHQP’s announcement of the MassHealth contract