Voices of Physician Practices and Medical Groups

Anticipating the implementation of the CG-CAHPS surveys, but more so in recognizing the importance of patient experience across the continuum of care, including the critical area of physician practices, The Beryl Institute looked to explore further the state of patient experience in the physician practice setting. This paper reviews quantitative survey results from the Institute’s 2013 patient experience benchmarking research. It then broadens an exploration of the topic with interviews focused on determining proven practices, drivers of patient experience success, and the roadblocks to improving the patient experience in physician practices and medical groups.