Motivators and barriers to using patient experience reports for performance improvement

Area of Science:

• Healthcare Management
• Physician Performance Measurement
• Patient Experience Research

Background:

• Patient experience surveys provide performance feedback to physician groups.
• Limited literature exists on factors influencing the use of these reports for performance improvement.

Purpose of the Study:

• To explore factors influencing physician groups' utilization of patient experience performance data.
• To identify characteristics of performance reports that facilitate or hinder their use for improvement.

Main Methods:

• Conducted semistructured interviews with leaders of physician groups in Massachusetts.
• Investigated perceived barriers and motivators for using performance data and report features.

Main Results:

• Group leaders prioritizing patient experience and retention were key motivators for data use.
• Public reporting was not a primary motivator for most groups.
• Full physician panels were seen as a barrier; external reports were often preferred over statewide collaborative data.

Conclusions:

• Assisting leaders in articulating the professional value of patient experience is crucial.
• Improving the content and timeliness of performance reports can enhance their utility for physician groups.
• Policy makers should consider these factors when designing financial incentives for performance improvement.