Reaching for Excellence
Community Vision and Voices for Western New York Health Care
Measuring Performance
How Well Doctors Communicate By Making Things Understandable
What This Indicator Measures
This indicator tracks the percentage of Western New York health plan customers reporting that their doctor "always" explained things to them in a way that was easy to understand.
Why This Measure Matters
Doctors share a body of knowledge that must be translated and packaged differently for patients. When doctors explain things clearly and in a way the patient can understand, they are making an effort to relate to the patient, which demonstrates both respect and consideration for the patient's culture, education level and background.
Open communication and clear explanations also empower and inform the patient. Taking the time to properly educate patients can prevent future visits and allow them to feel confident in contributing to their own care.
Learn how this indicator informs these WNY Health Care Priorities:
% of Health Plan Customers Reporting That Their Personal Doctor Always Explained Things In a Way That Was Easy To Understand
Data Sources & Notes
This chart presents summary level results from the CAHPS Health Plan survey conducted in 2008, as provided by the New York State Department of Health. The survey question for this indicator was "In the last 12 months, how often did your personal doctor explain things in a way that was easy to understand?" Possible responses to this question were "always," "usually," "sometimes" and "never." Western New York averages reflect enrollment-weighted averages, while national averages are from the 2008 CAHPS Health Plan Survey Chartbook.
