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Healthcare quality is not only about how expertly doctors treat injuries and manage illnesses. It also is about the personal experiences of patients, beginning with the first phone call to make an appointment and everything that follows.
Measuring and reporting on patient experience has been MHQP’s core work for most of our history. Our signature program is the only statewide patient experience survey of primary care patients in Massachusetts, which asks patients about their experiences with their own doctor or their child’s doctor, as well as other staff in those doctors’ offices, across nine performance categories. In 2019, we also added to our portfolio a patient experience survey of Medicaid recipients in partnership with MassHealth.
Here is a list of the posts on this site related to MHQP’s patient experience activities:
Community-Wide Care Coordination Program Better Supports Kids with Behavioral Health Needs
(March 2022) MHQP Patient Experience Award Winner, MACONY Pediatrics, Leads the Effort.
It started back in 2015, well before anyone at MACONY Pediatrics had ever heard of the MHQP Patient Experience Awards. Healthcare and social service providers in and around Great Barrington, Massachusetts, were seeing a steady rise in behavioral health issues among
MHQP Announces Winners of 2021 Patient Experience Awards
(January 2022)
MHQP has announced the winners of the 2021 “MHQP Patient Experience Awards.” MHQP introduced this award program in 2018 as a way to recognize the primary care practices that perform highest on its annual Commercial Patient Experience Survey, the only statewide survey of patient experience in primary care in Massachusetts.
The
MHQP Using Artificial Intelligence to Make Patient Comments More Actionable
(December 2021)
Patient narratives – hearing feedback directly from patients in their own words – is perhaps the most powerful tool for healthcare practices to improve patient experiences. Qualitative feedback can provide personal insights and perspectives that no quantitative data can offer.
Recognizing this fact, MHQP took action a few years ago to
Patients Really Like Telehealth. Let’s Resolve to Make It Work.
By Barbra G. Rabson
(January 2022)
At the beginning of the pandemic, I penned a post I called “Now Is the Time to Get Telehealth Right” in which I suggested that something good might emerge from what I called our “grand telehealth experiment.” Well, my friends, the pandemic may not be over
Statewide Patient Experience Survey (PES)
(2006 - Present)
For more than a decade, MHQP has helped healthcare provider groups in Massachusetts hear from patients through one of our most powerful tools, the Statewide Patient Experience Survey (PES). This time-tested and valued instrument captures feedback from a large sample of adult and pediatric patients across the state. MHQP has been a leader in measuring patients’ experiences
It’s Time We Started Collecting Data on People with Disabilities
By Barbra G. Rabson
(December 2021)
As a measurement organization, MHQP has a long track record for reporting comparative performance information to drive improvements in Massachusetts healthcare. We are now focused on reporting performance on health equity and are working to generate the data to enable us to do so. MHQP and our
How Patients and Clinicians Really Feel About Telehealth One Year Later
Telehealth has tremendous potential to improve patient care, but we still have much to learn. The pandemic forced us into a massive experiment. So, what have we learned about telehealth over the past crazy, challenging, disorienting, disruptive year?
MHQP has dedicated itself to this help answer this question. First, we launched “
Nationwide Telehealth Impact Survey Supported by MHQP Finds High Level of Patient Satisfaction for Telehealth
(April 2021)
Nationwide Survey Finds ‘High Levels of Satisfaction and Expectations for Future Use’
The COVID-19 Healthcare Coalition – comprising more than 1,000 healthcare organizations, technology firms, and nonprofits, including MHQP – has published the Telehealth Impact Patient Survey.
Overall patients reported positive experiences with telehealth visits with 79% of respondents being satisfied with their telehealth visit and 73% expecting to
Barbra Rabson Shares Telehealth Insights on Massachusetts Health Policy Forum
On December 3rd, MHQP President and CEO Barbra Rabson contribute
d her knowledge and insights about provider and patient telehealth experiences to a Massachusetts Health Policy Commission forum entitled “Telehealth in a Post Pandemic World.”
The Massachusetts Health Policy Forum at Brandeis University is an independent, nonpartisan organization dedicated to improving health and
MHQP Helps COVID-19 Healthcare Coalition Survey Physicians on Telehealth Impact During COVID-19
(November 2020)
Nationwide Survey Finds Overall Satisfaction but Obstacles Remain
The COVID-19 Healthcare Coalition – comprising more than 1,000 healthcare organizations, technology firms, and nonprofits, including MHQP – has published the Telehealth Impact Physician Survey.
More than 75% of respondents said telehealth enabled them to provide quality care for COVID-19-related care, acute care, chronic disease management, hospital/emergency department follow-up, care coordination,
MHQP Releases Results of “Together for Better Telehealth” Surveys
(November 2020)
Several months ago, as the COVID pandemic began to take hold and most interactions between providers and patients moved to computer screens and telephones, MHQP launched an initiative we call “Together for Better Telehealth.” It’s an effort to help clinicians share what they are learning from their telehealth experiences to
Meeting the Moment in Telehealth
By Barbra G. Rabson
(August 2020)
When asked what they have learned about themselves as a clinician using telehealth in a recent MHQP survey, one physician responded, “We are an incredibly versatile lot. Our commitment to lifelong learning and constant change in our profession has trained us well for meeting this moment successfully.”
“Meeting
MHQP’s Rabson Advises CMS Administrator on Telehealth
(August 10, 2020)
With our swift shift to virtual platforms when the COVID-19 pandemic hit home, Massachusetts has become tops among all states in telehealth use, according to the Administrator of the Centers for Medicare and Medicaid Services (CMS), Seema Verma. Ms. Verma wanted to learn the lessons from the Commonwealth’s largely successful rapid shift to virtual care. So last
Barbra Rabson Featured in Boston Globe Front Page Article on Telehealth
(June 15, 2020)
We are thrilled to have Barbra Rabson quoted as the lead interview for a Boston Globe front page article about telehealth entitled “Forced by the Pandemic, Health Care Plunges into the Digital Age.”
“Even as other aspects of life went digital, ‘the health care system lagged behind for years
What We Are Learning About Patient and Provider Experiences with Telehealth
By Barbra G. Rabson
(May 2020)
I have been amazed and inspired to see healthcare respond to the daily challenges presented 
by the COVID-19 pandemic. Crises have a way of opening new opportunities and presenting innovative solutions which were barely conceivable before. So I believe it is with telehealth.
As I wrote in a
Now Is the Time to Get Telehealth Right
By Barbra G. Rabson
(April 2020)
Amid all the horror and hardship of the COVID-19 pandemic, maybe something good will emerge on the other side of it for the healthcare system. Now is our chance to finally get telehealth right.
Before the pandemic struck, MHQP was working with a distinguished panel of experts to
MHQP Cancels 2020 Patient Experience Survey Due to Impact of Pandemic
(April 2020)
MHQP will not be fielding our annual survey assessing patient experiences in primary care this spring because of the COVID-19 outbreak. This was a difficult decision to make but one that we feel is right, given the current stress on our healthcare system. We are optimistic that we will resume fielding the survey again next year.
MHQP’s survey
Massachusetts Primary Care Providers Are Investing More Time with Patients on Behavioral Health Concerns
(January, 2020)
Results of MHQP’s Annual Statewide Patient Experience Survey Inform the Debate Over the Governor’s Proposal to Increase Spending in Primary Care and Behavioral Health.
Against the backdrop of a proposal from Governor Baker to increase the state’s investment in primary care and behavioral health services, MHQP has released the results of its annual survey assessing patient experiences in primary
MHQP Announces Winners of 2019 Patient Experience Awards
(December 2019)
MHQP has announced the winners of the 2019 “MHQP Patient Experience Awards.” MHQP introduced this award program last year as a way to recognize the primary care practices that perform highest on its annual Patient Experience Survey, the only statewide survey of patient experience in primary care in Massachusetts.
MHQP received
MHQP’s Unique Data Sets Enable First-Time Look at Link Between Patient Engagement Activities and Patient Experience
(August 2019)
“To our knowledge, this is the first study of its kind to examine the relationship between patient engagement activities and patients’ reported experience of care,” say the authors of Patient Engagement Activities and Patient Experience: Are Patients With a History of Depression the Canary in the Coal Mine?, an article