2011: NCQA updates Patient Centered Medical Home Program to Include Standards for Patient Satisfaction.

25 for 25: A series of 25 blog posts marking NCQA’s 25th anniversary.

2011-3

NCQA put a “customer first” approach on its 2011 Patient Centered Medical Home (PCMH) program by launching its Distinction in Patient Experience Reporting program. The program captured results from a new survey measuring patients and their families’ satisfaction at physician practices that NCQA has recognized as a PCMH. The 2011 update to the PCMH program captured the “voice” of the patient – measurable compliments and concerns surrounding their health care.

NCQA collaborated with the Agency for Healthcare Research and Quality to develop a standardized medical-home version of a Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey.

The survey addresses issues such as physician access, coordination and comprehensiveness of care, self-management support and shared decision-making between the patient and physician.

As consumer experience continues to be a critical component of quality of care, giving more prominence to patient engagement was a crucial change.