Special Report for Massachusetts residents How Does 1 E xclusive: Patients rate 487 Your Doctor adult, family & pediatric practices Compare? 1 H ow to get the best care 1 Q uiz: Does your physician measure up? guide to primary care physicians in massachusetts Page 10 july 2012 consumer reports/mhqp health insert 1 May 31. 2012 Dear Consumer Reports readers, We are pleased to present a special insert on Massachusetts primary-care physician practices in the July 2012 edition of Consumer Reports. The Ratings shown in the following pages come from data provided by the Massachusetts Health Quality Partners (MHQP). That coalition of physicians, hospitals, health plans, purchasers, patient and public representatives, academics, and government agencies has worked to improve the quality of health-care services in Massachusetts since 1995, in part by collecting data on physician performance and making it public. The data we present here focus on patient experiences with their doctors. Our hope is that by working with MHQP to make this important information accessible, we can help more Massachusetts citizens take advantage of it. You can learn more about the quality of care by going to MHQP’s website, www.mhqp.org. Massachusetts primary-care doctors deserve applause for their support in the collection of this data, making it public, and collaborating with Consumer Reports and MHQP to make it widely available to consumers. They are among the first in the nation to do so. Sharing performance data among providers is important, for several reasons. First, it generates conversations among doctors about techniques that lift the quality of care they provide to patients. And making this information available to patients leads to one of the most powerful forces driving improvement—educated health-care consumers. We are able to do this project in part because of a generous grant from the Robert Wood Johnson Foundation related to a unique program called Aligning Forces for Quality. That program is the Robert Wood Johnson Foundation’s signature effort to lift the overall quality of health care in 16 targeted communities (including Massachusetts), reduce racial and ethnic disparities, and provide models for national reform. We think this effort is a good example of the foundation’s unprecedented commitment of resources, expertise, and training focused on turning proven practices for improving quality into real results. We hope you find this information useful. Sincerely, rbis JDoihrenc Stoarn,ta, M.D. ges/co a m Consumer Reports Health Ratings Center a i r ne/tet wi Pomleaitstee dn.o Thteo:s We ger oaupposlo, gSitzeew tahrda tM iend aicna le Garroliuepr -v Weraslitohna mof (tphaegsee 1 2R)a atnind gHsa, rtvwarod p Vraancgtiucaersd w Caemreb irnidagdev e(prategne t2l1y) rob le o: are now included. ot h r p ove c 2 consumer reports/mhqp health insert july 2012 massachusetts doctor ratings How does your doctor compare? We rate adult, family, and pediatric physician groups in the Bay State Looking for reliable infor- findings provide important information Of course, medical care is complex, and mation about physicians? Good about how well physicians communicate patient experience is only one measure of luck. Doctor ratings are often little with their patients, coordinate medical quality. For example, it’s important to more than glorified popularity care, know their patients, and whether know how well a doctor helps patients contests. The top-doctor lists found in patients would recommend their doctor to manage conditions like arthritis, diabetes, magazines or on websites, for example, family and friends. high blood pressure, or high cholesterol. tend to be based on reputation or anecdotal The survey also asks patients about But patient experience can affect those reports, not hard data. And while advice their experiences with the rest of the clinical measures. from family and friends can be helpful, it office staff, such as nurses, receptionists, “If patients have a poor experience with is hardly comprehensive or scientific. and the people who handle billing and their doctor, they’re not going to come back That’s why we’ve teamed with the insurance questions. for their tests, they may not take their Massachusetts Health Quality Partners The scores for each doctor in a practice medications, and they may not learn how ages (MHQP), a coalition of consumers, gov- are pooled into one score. MHQP only to manage these things themselves,” says m getty i eprhnymsiecinatn sa,g eanncdi esr,e sehaorscphietrasl s,t hiants uisr erosn, spchoyrseisc iparnasc.tices that have at least three Mdiricehctaoerl foCra tnhteo rN, ewM .EDn.g, laqnuda lQituya lmitye dCiacrael ariel skelley/ tmphreiema ncauirntytg-icfnuagrl,e epadhngydes ifcoaifiar n pisnr otfovo ircdmoinnasgtui omrnee lairasbb.olue,t High- and low- Atchllilociksae no cncle i“.nC i(lcTianoli mcsaeele aQ shuuoarwleist y,p girnoa ctPtori icMmesHa QrsycP o.Corraegrd ae .n”ind) ges/ Using a comprehensive scientific survey, scoring practices Use the Ratings on the following pages a m d i they recently asked 47,565 adults and an to see how your doctor’s practice fared in n exist in all parts oto: ble aodf dwithioonmal h16a,d5 30h epaaltrhen tisn souf rcahnicled,r eanb,o aultl of the state. tlihgeh stsu rfvroemy. Othne psaugrev e4y ,w aen gdi vues seo qmuee shtiiognhs- pht their experiences with their doctors. The from it to help you assess your relation- july 2012 consumer reports/mhqp health insert 3 massachusetts doctor ratings ship with your doctor and how to improve Massachusetts have been on the upswing doctor-patient relationship by asking it if necessary. since the first patient-experience survey questions, stating their symptoms clearly, “The doctor is the medical expert, but in 2005. Many practices have used the and interrupting when necessary, have you’re the expert about you and your results to improve how they interact with better outcomes. The ideal is shared child,” says Lester Hartman, M.D., the patients (see “How Practices Can Improve,” decision-making: cooperation between an quality improvement director at Westwood- on the facing page). informed patient and the doctor. Mansfield Pediatric Associates, which got The survey also provides some informa- the top two scores in all measures. “It’s tion about Massachusetts’ 2006 health- 1How often did your doctor explain that collaboration between the doctor and reform law. While that law has increased things in a way that was easy to understand? the patient that results in the best health demand for doctors, which might make it care for all involved.” harder to find a new one, the survey shows ❍ Never ❍ Usually that it hasn’t made it harder for people ❍ almost never ❍ almost always What we found who already have a primary-care provider ❍ Sometimes ❍ always The good news is that whether you live in to get the care they need. Percent who said Always: 84 percent America’s medical capital of Boston, out in rural Western parts of the state, on the Rate your doctor What to do: Take detailed notes. Repeat Cape, or anywhere else in the Bay State, Below are 20 of the most important ques- your doctor’s instructions back in your you’re probably close to at least one high- tions in the survey. They’re divided into six own words to check that you got them scoring doctors’ practice. None of the categories, which in most cases correspond right. If you’re confused, say so. Finally, seven regions in the state (see the map to different areas in the Ratings chart, consider bringing along a friend or rela- on page 9) scored better or worse overall which starts on page 10: tive, says Rosalind Joffe, from Newton, than any other region. • Communication who has several chronic conditions and The flip side: There are probably some • Coordinating your care serves on the MHQP patient and public- low-scoring groups near you, too. • Getting to know you engagement committee. “Even though Most practices in the state earn one • Working with the office staff I’ve gone through this for 35 years, I still of the top two ratings across multiple • Staying healthy don’t hear new information all that well,” measures in the survey. But nearly every • Caring for your child she says, explaining why her husband practice has room for improvement. Only Use the questions below to score your often comes along. “I still get a little over- 13 of the 329 adult practices earned the doctor or the doctor who cares for your whelmed, and I don’t take as good notes.” highest score in all five Ratings categories. child. Then check the Ratings to see how If there are complicated instructions that (See box, below, for details.) your experience compares with those of need to be followed every day, she has her And while practices that treat mainly other patients in the same practice, as doctor write the instructions down. children do better overall than those that well as how your doctor’s practice stacks treat adults, only one of the 158 pediatric up against other groups across the state. 2How often did your doctor listen groups in the state—Drs. Benjamin and carefully to you? Spingarn, in Newton—got top marks Communication ❍ Never ❍ Usually across all five patient-experience catego- Clear and honest communication with your ❍ almost never ❍ almost always ries. (Note that practices that treat adults doctor and other health-care providers can ❍ Sometimes ❍ always and those that treat children are ranked help keep you healthy and, if you get sick, Percent who said Always: 83 percent on somewhat different measures.) recover faster, too. Research suggests that Overall, scores for physician practices in patients who take an active role in the What to do: Ask your doctors to repeat excellence across the board High-quality care can thrive just about anywhere, our Ratings show. pay extra for greater access to care, while others serve economically Thirteen adult primary-care practices all over Massachusetts, serving diverse populations, particularly those located in cities like Boston, a variety of communities in a variety of hospitals, earned our highest Fall River, Northampton, and Springfield. rating in every category. Different kinds of hospitals. While many of the bigger urban Geographic variation. Practices range from small independent practices are allied with academic teaching hospitals, others— practices in rural areas, like adams Internists in the Berkshires, to large including Berkshire Medical Center in Pittsfield, Merrimack Family group practices in urban areas, such as Chestnut Medical associates Medicine in Tewksbury, Primary Care of Wellesley, and elm Street in Springfield, Massachusetts general Hospital Internal Medicine adult Medicine in Northampton—admit to smaller community ones. associates Team 2 in Boston, and Millview Medical associates in Fall Bottom line. excellent doctors can be found even in practices that River. Southcoast, a regional network, has three top-scoring don’t have high scores in all measures. But for a practice to earn top practices: Borden Medical and Fall River Family Practice, both in Fall marks across the board, all of the doctors have to perform well. “High River, as well as Primary Care Mattapoisett. Suburban practices, such practice scores reflect teamwork and a positive practice culture,” says as Westbourough Internal Medicine, are also represented. Susan edgman-Levitan, a physician assistant and the executive Economic diversity. The practices cover the economic spectrum as director of the John D. Stoeckle Center for Primary Care Innovation at well. For example, Personal Physicians Health Care in Chestnut Hill is a Massachusetts general Hospital. It shows that the doctors can work “concierge” provider, catering to patients who are willing and able to together and that the staff knows its patients, she says. 4 consumer reports/mhqp health insert july 2012 what you’ve told them, to make sure they tion at Massachusetts General Hospital. acupuncturists, chiropractors, herbalists, hear you. If you still have concerns when and other alternative health-care practitio- you get home, ask for a follow-up appoint- 5How often did your doctor seem ners. Explain why you saw them, what ment, on the phone even, and perhaps informed and up-to-date about the happened during the visit, and what treat- care you received from specialists? with a nurse practitioner or physician’s ments or drugs were prescribed. Make sure assistant who can spend more time with ❍ Never ❍ Usually those providers communicate with your you. If you would like your doctor to make ❍ almost never ❍ almost always primary-care doctor, too. That can help you more eye contact, or sit when he or she ❍ Sometimes ❍ always avoid duplicate care, drug interactions, talks with you, say so. Percent who said Always: 63 percent and fragmented health care. Ask for copies of letters or reports that the specialist plans 3How often did your doctor show What to do: Make sure your doctor knows to send to your primary-care provider. Elec- respect for what you had to say? about the care you get from other provid- tronic health records can help doctors share ❍ Never ❍ Usually ers, including other physicians as well as information, but patients need to be in- ❍ almost never ❍ almost always ❍ Sometimes ❍ always Percent who said Always: 87 percent how practices can improve What to do: A doctor might focus on the benefits of a particular treatment, while When Lester Hartman, M.D., quality improvement medical director at Westwood-Mansfield you might be more concerned about the Pediatric associates, first saw his practice’s patient-experience survey results, he was side effects or alternatives. Tell your doctor disappointed by how few of his patients said they would recommend his practice to family and friends. “I couldn’t believe what they were saying,” Hartman says. what’s important to you. If you don’t think your feelings are being respected or So he conducted his own survey of 1,000 patients. The results were nearly identical. “It was a taken into consideration, speak up. “Say, little hard to take, but reality hit,” Hartman says. In response, he changed the way he cared for patients—and his scores went up. ‘I don’t think you’re hearing what I’m saying,’ ” Hartman says. Hartman and his colleagues expanded the number of written treatment plans they offered, and 4How often did your doctor spend produced YouTube videos on more than 40 enough time with you? common conditions. They used their own ❍ Never ❍ Usually surveys to collect information about their patients, and used electronic ❍ almost never ❍ almost always medical records, so staff can access ❍ Sometimes ❍ always them when seeing patients. and Percent who said Always: 79 percent they took steps to increase preventive programs, reduce wait times, What to do: Doctors are busy, so visits can improve access to urgent care, and make test results more accessible. feel rushed. To maximize your time, prepare a list of questions and concerns in Patients noticed. In the most advance, listing the most important first. recent Ratings, Westwood- Mansfield got top scores for Ask if there are other health providers communication and health on staff who can help you with the less promotion. and 90 percent of the pressing questions. If you want to raise a practice’s patients now say they would new health concern during your visit, definitely recommend Westwood- mention that to the office staff when Mansfield, up from 83 percent in 2007. you make the appointment so they can Michael Cantor, M.D., quality medical director for schedule enough time. Research suggests the New england Quality Care alliance, a network of that doctors who don’t rush their visits 1,500 doctors, including 500 primary-care physicians, distributes the survey results to with patients are less likely to write physicians, so they can see their strengths, weaknesses, and areas for improvement, directly. prescriptions and more likely to spend The practices in his network then share tips on what works to improve the patient time talking about preventive care. experience. That can involve anything from changing the phone system to clarifying who is responsible for following up with patients about test results, Cantor says. “Patient experience ges Coordinating your care is not just about checking off a box that a patient said they were able to speak to someone ma within a certain period of time,” Cantor says. “It is about the relationship that patients and getty i Iktn’so wy oaubro upt rtihmea trrye-actamree ndtos catnodr’ st esjtosb y otuo their families have with their doctors.” one/ get from specialists. “That’s important Bottom line. Our Ratings on the following pages can help you see how your practice an/st from a patient-experience perspective, cboemingp adroens.e I tf oy ofiux ftihnedm p.r “oMblaekme ss u—ree itthhaetr yfrooum u tnhdee srsctoarneds owr hyaotu trh oew pnra ecxtpiceer iiesn dcoei—nga tsok twryh taot is reza estakhri btmiueatnn ti--tLs’esa vfaeittlasyon p ,ev reasr pype hciymtisvpiecoi,ra”tn as anaytss s fSirsuotsmaann ta E adpngad-- iJtmohhepnyr ogDve.e tSt,”ti snoageyc fske Sleeud Csbaeannc tkee dfrr gofommr a Panrni-mdLe iavnricytla uCnda,ir nae g pI nthhnyeosiivrca ioatwnio nan s pasatis tMtieaannsttss aa incnhd qu tushaeelti ettysx egimceupntreiovreav eld Hmiroeescnpttoi?t raI fol .sf ao t,rh ee o: the executive director of the John D. get involved. That’s a crucial step in improving your care. ot h Stoeckle Center for Primary Care Innova- p july 2012 consumer reports/mhqp health insert 5 massachusetts doctor ratings volved, to “make sure all that coordination Getting to know you supplements you take. Don’t forget to and communication happens,” Joffe says. Your doctor needs to know about your describe the surgeries or illnesses you’ve medical and family history, as well as your had. If necessary, research your family 6When your doctor ordered a blood values and beliefs. A quarter of adults medical history and write it down. Finally, test, X-ray, or other test, how often reported that their doctor did not always make sure your doctor records the infor- did someone from the office follow up to seem to know all the important informa- mation in your medical history. give you the results? tion about their medical history, and only ❍ Never ❍ Usually 56 percent rated their doctors’ knowledge 8How would you rate your doctor’s ❍ almost never ❍ almost always of their values and beliefs as excellent. knowledge of you as a person, ❍ Sometimes ❍ always including values and beliefs that are important to you? Percent who said Always: 72 percent 7In the last 12 months, how often did your doctor seem to know the ❍ Very poor ❍ good What to do: Your doctor should tell you important information about your ❍ Poor ❍ Very good when to expect test results and who will medical history? ❍ Fair ❍ excellent give them to you—and then deliver them ❍ Never ❍ Usually Percent who said Excellent: 56 percent as expected, even if they’re normal. “When ❍ almost never ❍ almost always practices have a system in place to send all ❍ Sometimes ❍ always What to do: It’s important for your doctor test results to people, they’re less likely to Percent who said Always: 75 percent to know your living situation. For example, miss positive results,” says Edgman-Levitan. do you care for someone at home? Is there If you don’t get your results, call. Ask for a What to do: During your first visit, your anyone to care for you? Your beliefs affect written copy for your files, too, and see if doctor should ask about your personal and treatment decisions, too. For example, the practice uses a secure online health family medical history. Mention all the you might want to avoid medication or portal that gives you access to test results prescription drugs, over-the-counter med- consider alternative treatments whenever and other information. ications, and vitamins and other dietary possible. don’t get stuck in the waiting room You shouldn’t have to wait weeks to make an appointment with your doctor. and once you get there, you shouldn’t routinely have to put up with long delays. If you have a pressing medical question, your doctor or someone in his or her office should be able to squeeze you in, or at least take a phone call. But as the chart below shows, patients often report problems with being seen promptly. What to do: Try to make your routine appointments for checkups or follow-up visits as soon as you can—weeks or even months in advance. If you know you’ll be late or need to cancel, call right away—they might be able to move someone ahead, or take another patient if you cancel early. If you want an appointment on short notice but can’t be seen by your doctor, ask if a nurse practitioner or physician’s assistant could see you instead. Those professionals have advanced training that allows them to handle many medical issues. also ask how the office handles problems that arise after business hours. Some nearby practices team up to offer expanded hours for urgent care. Larger practices might keep staff on duty for evenings and weekends for patients who find it difficult to make appointments during business hours or for urgent care. Percent of patients who didn’t always get … Adults Children …an answer to medical questions they called in during office hours 42 19 on the day they requested it. …an appointment for care they needed right away. 38 21 ages m …after-hours advice as soon as they needed it. 38 23 getty i w/ …an appointment for routine care as soon as they needed it. 39 32 glo …seen by their provider within 15 minutes after being taken ness/ to the exam room. 48 52 well w o …taken to the exam room within 15 minutes. 60 57 o: gl ot h p 6 consumer reports/mhqp health insert july 2012 Cantor, a geriatrician, says frail, older What to do: If you’re worried about your patients sometimes have to choose among weight or diet, tell your doctor. And don’t three competing goals: comfort, longevity, be offended if he or she brings it up. and function. Some invasive treatments Diseases related to unhealthy eating and might provide longevity, but at what excess weight—including heart disease, cost to comfort and function?“Unless I some cancers, stroke, high blood pres- understand clearly what the patient’s sure, osteoarthritis, osteoporosis, and values are,” Cantor says, “I’m not doing type-2 diabetes—are among the leading my job.” causes of illness and death. Ask about getting support, like getting a referral to Working with the staff a certified nutritionist or a registered Your experience in a doctor’s office dietician. depends on the staff as well as the doctor. That includes the other health-care pro- 13Did you and your doctor talk about viders, such as nurse practitioners and exercise or physical activity? physician’s assistants, as well as the ❍ Yes ❍ No receptionist or the billing person. While Percent who said Yes: 88 percent most patients gave the staff high marks, the chart on the opposite page shows that What to do: Most Americans don’t get there’s plenty of room for improvement. enough exercise, which can also lead to weight gain and several chronic diseases. 9How often were the front-office The best exercise for you can depend staff as helpful as you thought they on your overall health and goals. For should be? example, people with arthritis might ❍ Never ❍ Usually benefit from different exercises than ❍ almost never ❍ almost always someone who has diabetes or who needs ❍ Sometimes ❍ always your doctor should make sure you get the to lose weight. Talk with your doctor about Percent who said Always: 57 percent right screening tests and immunizations which makes most sense for you and, if and take an active role in helping you lose necessary, ask for referrals to a physical What to do: Be patient, but let the staff weight or quit smoking. (Note that we therapist. Your doctor might even know know if you expect them to be more don’t include Ratings on this measure about community resources, like gyms or helpful. If you ask, politely but firmly, because adult practices scored lower over- fitness programs near you. for more help you are likely to get it. But all and could not be rated on the same if you don’t, follow up with the office scale as other categories.) 14Did you and your doctor talk about manager or doctor. things in your life that worry you or 11Did your doctor’s office remind you cause you stress? 10How often did the front-office to get recommended preventive ❍ Yes ❍ No staff treat you with courtesy and care, such as the flu shot, cancer screening Percent who said Yes: 68 percent respect? tests, or an eye exam? ❍ Never ❍ Usually ❍ Yes ❍ No What to do: Stress can be as bad for your ❍ almost never ❍ almost always Percent who said Yes: 80 percent heart as excess weight, lack of exercise, ❍ Sometimes ❍ always and smoking. It can contribute to other Percent who said Always: 73 percent What to do: Ask your doctor about the diseases, too, such as type 2 diabetes, preventive screenings, tests, and vaccines chronic pain, and depression. It can also What to do: If you have a disagreement or that are appropriate for someone of your undermine your immune system, which other unpleasant interaction with some- age and health. But even preventive care, could make you susceptible to infection, one in the office, make sure your doctor or like cancer screenings or heart tests, can and led to unhealthy behaviors, like exces- the office manager knows about it. It’s have risks and benefits and aren’t right for sive eating and drinking. So talk with your ges best to remain calm and polite, but don’t everyone. For example, women who have doctor about the stresses in your life, such a m be shy. Will an apology make you feel had a hysterectomy usually don’t need Pap as long hours at work, family troubles, or getty i better, or will you find it so difficult to tests, and EKGs don’t need to be part of a financial difficulties. ock/ work with the disrespectful staff member routine exam unless you have symptoms ook st isnee tnh eb yfu atu rdei ftfheraetn yto up rwovoiudledr ?w Laentt tthoe bme otefs htse abreti ndigs ereacsoem. Smo eanskd ewdh ayr eth nee secdreede.n ing 15Dwiads y ao puer rdioodct oofr t awsok wwheeekths eorr tmheorree orkb know how you feel. when you felt sad, empty, or depressed? re/w 12Did you and your doctor talk ❍ Yes ❍ No ui about a healthy diet and healthy g Percent who said Yes: 39 percent m mc Staying healthy eating habits? o: ti Quality health care means preventing ❍ Yes ❍ No What to do: Asking simple questions ot h disease, not just treating it. For example, Percent who said Yes: 77 percent about emotional health can be surpris- p july 2012 consumer reports/mhqp health insert 7 massachusetts doctor ratings ingly accurate at identifying people who are at risk of depression, research shows. pediatric practices, by the numbers And serious depression, which affects about 15 million Americans each year, is Overall, parents tended to be more willing to recommend their not only debilitating on its own, but can children’s doctors to friends and also worsen other diseases and conditions. family than adults overall were So if you have experienced a prolonged willing to recommend their period of sadness or depression, and your physicians. and practices that doctor doesn’t ask about it, make a point treated children scored slightly of bringing it up. higher on most measures than the adult practices did. Caring for your child Percent of parents who said Parents were asked about how well their their child’s doctor always: children’s doctors addressed preventive • Explained things in a way that health care, but the questions differed was easy to understand: 89. from those that were asked about their own care, because the advice for children • Listened carefully: 88. and adults differs. (Note that parents were • Spent enough time with the also asked some of the same questions parent and child: 83. about working with the office staff, com- • Followed up with information municating with doctors, and other topics about test results: 72. as were other adults. See “Don’t Get Stuck • Seemed to know the important in the Waiting Room” on page 6.) information about the child’s medical history: 77. 16Did your child’s doctor talk about • Seemed up to date or informed how your child’s body is growing? about the care the child received ❍ Yes ❍ No from specialists: 66. Percent who said Yes: 90 percent What to do: If your child’s growth in Your child’s doctor should help you What to do: The Centers for Disease height or weight differs substantially prevent accidents by, for example, recom- Control and Prevention now recommends from what’s expected, talk with your mending that you post a poison-control vaccinations against 16 childhood diseases, doctor about what might be the cause and number prominently in your home, put including measles, whooping cough, and what, if anything, should be done. fences around swimming pools, store influenza, which have had recent out- guns securely, and make sure that your breaks in some parts of the U.S. 17Did your child’s doctor talk about child uses safety belts and bike helmets. Together, those vaccines have saved how much or what kind of food your millions of lives. But it’s key to get them child eats? 19Did your child’s doctor talk about on time. Your doctor should keep track of ❍ Yes ❍ No the kinds of behavior that are them all and schedule them appropriately, normal for your child at this age? Percent who said Yes: 89 percent and provide you information about ❍ Yes ❍ No their benefits and risks. Also ask about What to do: Childhood obesity, which Percent who said Yes: 81 percent other preventive exams, such as for vision has reached epidemic proportions and and hearing. now affects more than 12 million U.S. What to do: Your doctor should look for children, can lead to type 2 diabetes, high behavioral disorders. Speech delays affect blood pressure, liver disease, and a host 5 to 8 percent of preschool children, but This report is based on data from MHQP, of other health problems. So talk with they can linger into grade school and a participant in the Robert Wood Johnson yaonudr epxheyrsciicsiea nh aabbiotus,t yeospuerc ciahlillyd ’sif dyieotua’rrye lsoywnderr opmeref ocramn aanlscoe .b eA suptoistmte do er aArslyp.e Orgtehre’sr iFnoituinatdiavtei.o anl’isg anliinggn iFnogr cFeosr cise tsh foe rF Qouunadliatyt ion’s mages w1froo8mrri geDtedhit diatn ibyngoosgu u yitnro hjcuuhi rscie laoddnr’?s hd doeor tc woto ekrie gteahpltk y. aobuor ucht ild psoacfsrh kotbh owlooehlsm esa ttsia s trsobtu sleeo.cs ooI,fkm s yfaeooy ru .sm’ ore,o arweno drc rmoiemadkm aeb osonuu reta ayftoneuyr phtenhtreahoratojnileotuichcngt adhc alaio sirrmupeefta ioi nrtnrihg tmtei ate .ocrs Ogo ,l ieaunfttnnee tdt dchr po yec,rr o ooerme vvrdeiemdurqeacuu lemlin r qrieotaumidceaeiselail ntsl y taf oonorfdf t he hotolibrary/getty i ❍ Yes ❍ No 20Did your child’s doctor’s office ppruobglircalym r eisp tohrat tt hpea rttyipciep oatf idnagt cao umsemdu hneirteie.s oski/p remind you to get preventive care, rk Percent who said Yes: 71 percent o such as vaccines, including an annual flu w b What to do: Accidental injuries are a shot or an eye exam? atthe leading cause of death and disability ❍ Yes ❍ No o: m ot among young children and teenagers. Percent who said Yes: 86 percent h p 8 consumer reports/mhqp health insert july 2012 What’s behind the ratings These Ratings of primary-care physician These measures are a guide to help you assess in the top 15 percent. a score of 2 indicates that groups are published with the Massachusetts certain aspects of patient care. No single the practice is in the bottom half, but not the Health Quality Partners (MHQP), a nonprofit measure reveals everything about the quality bottom 15 percent. Those with a 1 are in the organization that has surveyed patients about of care at a doctor’s office. Different practices bottom 15 percent. Practices score consistently their health-care experiences since 2005. The may excel in different areas. But a low score high in the doctor communication category, results shown here are from the most recent can point out certain aspects of care that a so that is scored somewhat differently. survey, done in the spring of 2011, and are doctor’s office needs to improve. Practices that score 95 points or higher earn based on patients’ reports about their the highest Rating of 4; practices scoring experiences. How are practices rated? between 90 and 95 points get a 3; practices between 80 and 90 points get a 2; and MHQP rates physician practices, not individual The measures reported here are based on practices that score below 80 points get doctors. The current data rate 329 practices survey responses from more than 47,500 adult a 1. Some practices are missing scores for that cared mainly for adults and 158 practices patients and 16,530 parents of pediatric measures because we only publish ratings for that saw mainly children. To be included, each patients. The survey asked about aspects of performance measures if we have enough doctor’s office must have had three or more their health-care experience such as the data to provide statistically reliable results. doctors at the time of the survey. strength of the doctor-patient relationship and access to care. These Ratings show results Where can I find more details? How should I use these Ratings? on five measures as well as patients’ willingness to recommend their doctor to go to MHQP’s website at MHQP.org, where Use them to see how your primary-care family and friends. you can find the data and technical details practice fares, or to look for practices in your about these ratings on the “Quality Reports” region that have scored particularly well. In either case, focus on two things. First look at How are the scores determined? tab. MHQP also collects and publicly reports other information, such as clinical-outcomes the percentage of patients who said they MHQP rates each performance measure on a data, which can also be found at MHQP.org. would recommend the practice. Don’t focus scale of 0 to 100. Those scores are then divided too much on minor differences, such as into four categories, with 4 being best. For all between practices with scores from, say, 82 to measures except Doctor Communication, the 86. Second, look at its scores for individual practices that score a 4 are in the top 15 aspects of performance, such as percent compared with other practices in the communicating with patients, coordinating same category (adult or pediatric) statewide. care, and getting timely appointments. Those that score a 3 are in the top half but not northeast mass. Merrimack Valley Middlesex North Shore Western mass. Northwest Boston Suburbs Berkshire County Northeast Boston Suburbs Franklin County central mass. Hampshire County North Central metro West mass. Hampden County Metro Worcester metro Boston Blackstone Valley Greater Boston Boston Central Boston Neighborhoods southeast mass. Norfolk County Bristol County Plymouth County Cape and Islands july 2012 consumer reports/mhqp health insert 9 massachusetts doctor ratings ratings of practices for adults In collaboration with MHQP Based on patient experience In alphabetical order, within regions and towns Willingness Town Practice Name Address Performance to Recommend How well doctors communicate with patients How well doctors coordinate care w well doctors know their patients Getting timely appointments, care, and information Getting courteous and respectful help from office staff 0% 100% o H NoRTheAsT MAssAchuseTTs Merrimack Valley Amesbury Lahey - Amesbury 24 Morrill Pl. 74 41 31 31 21 21 Andover New england Medical Group 140 Haverhill St. 69 41 21 21 21 31 Billerica Burlington Medical Associates - Billerica 790 Boston Rd. 72 41 21 31 41 31 Chelmsford chelmsford Primary care 2 Meeting House Rd. 76 31 31 21 21 31 Chelmsford harvard Vanguard chelmsford 228 Billerica Rd. 75 31 31 21 21 31 Haverhill Pentucket Medical Associates - haverhill 1 Parkway 69 31 21 21 21 21 Haverhill Whittier Medical Associates 62 Brown St., Suite 200 76 31 21 21 31 31 Lawrence Pentucket Medical Associates - RiverWalk 500 Merrimack St. 64 31 31 21 21 31 Lowell cardiology Associates of Greater Lowell 33 Bartlett St., Suite 206 70 31 21 21 31 21 Lowell Lowell community health center 597 Merrimack St. 84 41 11 41 21 21 Lowell Mill city Medical Group 45 Palmer St., Suite 1 84 41 21 41 31 31 Lowell Riverside Medical Group 275 Varnum Ave., Suite 201 68 41 21 21 21 31 Newbury holistic Family Practice 65 Newburyport Turnpike 74 41 31 31 31 41 Newburyport highland Primary care Associates 21 Highland Ave., Suite 2 63 41 21 21 31 21 Newburyport Pentucket Medical Associates - Newburyport 260 Merrimac St., Towle Bldg. 71 31 31 21 21 21 Tewksbury Family care center - Tewksbury 2345 Main St. 69 41 31 41 31 31 Tewksbury Merrimack Family Medicine 170 Main St., G 06 83 41 41 41 41 41 North shore Beverly Beacon Family Medicine 130 County Rd. 77 41 31 31 41 31 Beverly cummings/Patten Associates 900 Cummings Center 78 31 11 21 31 31 Beverly Family Medicine Associates - Beverly 38R Enon St. 74 41 21 41 31 21 Beverly Family Practice - Beverly 900 Cummings Center 81 41 31 41 31 31 Beverly Lahey - Beverly/Danvers/Ipswich 152 Conant St. 83 41 31 31 31 21 Beverly NecoMG Family Practice 500 Cummings Center 61 41 31 41 41 41 Beverly North shore Physicians Group - Beverly 900 Cummings Center, Suite 84 41 41 31 41 41 107 Beverly The Medical Group 77 Herrick St., Suite 101 71 31 21 21 11 21 Danvers North shore Physicians Group - endicott 104 Endicott St., Suite 104 78 41 41 31 31 31 Danvers North shore Primary care 140 Commonwealth Ave. 73 31 21 31 31 31 Gloucester cape Ann Medical center 1 Blackburn Dr. 64 31 31 11 31 21 Gloucester cape Ann Physicians 302 Washington St. 76 31 21 21 31 31 Hamilton Lahey - hamilton/Wenham 205 Willow St., Bldg C 83 41 41 41 31 41 Lynn Lynn community health center 269 Union St. 59 31 – – – – 11 11 Lynn North shore Physicians Group - North shore 496 Lynnfield St. 77 41 31 31 31 31 Medical Group Manchester Family Medicine Associates - Manchester 195 School St. 86 31 21 31 31 21 Peabody harvard Vanguard Lynnfield Medical 2 Essex Center Dr. 89 41 31 41 41 41 Peabody harvard Vanguard Peabody 2 Essex Center Dr. 81 41 31 21 31 31 Peabody Internal Medicine Physicians of the North 27 Centennial Dr. 83 41 31 31 21 31 shore., LLc Peabody Lahey - Peabody 1 Essex Center Dr. 70 31 21 21 21 21 – – Not enough data to rate. 10 consumer reports/mhqp health insert july 2012