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How Well Doctors Communicate by Listening

What This Indicator Measures

This indicator tracks the percentage of Western New York health plan customers reporting that their doctor "always" listened carefully to them.

Why This Measure Matters

Having a doctor who listens to what the patient demonstrates a level of rapport, respect and comfort provided to the patient. When doctors listen, patients are more likely to discuss their health concerns and preferences, which is critical to an open flow of information between patient and provider and patient empowerment.

% of health plan customers reporting that their personal doctor always listened carefully to them

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 has your personal doctor listened carefully to you?" 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.

WNY Health Care Priorities

Learn how this indicator informs these WNY Health Care Priorities:

Measuring Methods

How we measured WNY health care performance in five priority areas (...read more)