- 367.33 KB]Table 16. Item-Level Minimum, Maximum, and Percentile Results
2010 Preliminary Comparative Results
| Survey Items by Composite | Average % Positive | % Positive Response | |||||
|---|---|---|---|---|---|---|---|
| Min | 25th %ile | Median/50th %ile | 75th %ile | Max | |||
| 1. Teamwork | |||||||
| C1 | 1. When someone in this office gets really busy, others help out. | 83% | 25% | 75% | 85% | 92% | 100% |
| C2 | 2. In this office, there is a good working relationship between staff and providers. | 87% | 20% | 80% | 90% | 100% | 100% |
| C5 | 3. In this office, we treat each other with respect. | 80% | 0% | 70% | 82% | 93% | 100% |
| C13 | 4. This office emphasizes teamwork in taking care of patients. | 80% | 17% | 71% | 82% | 90% | 100% |
| 2. Patient Care Tracking/Followup | |||||||
| D3 | 1. This office reminds patients when they need to schedule an appointment for preventive or routine care. | 78% | 18% | 67% | 80% | 91% | 100% |
| D5 | 2. This office documents how well our chronic-care patients follow their treatment plans. | 65% | 17% | 50% | 67% | 80% | 100% |
| D6 | 3. Our office follows up when we do not receive a report we are expecting from an outside provider. | 77% | 18% | 67% | 80% | 89% | 100% |
| D9 | 4. This office follows up with patients who need monitoring. | 86% | 40% | 79% | 88% | 100% | 100% |
| 3. Organizational Learning | |||||||
| F1 | 1. When there is a problem in our office, we see if we need to change the way we do things. | 82% | 20% | 73% | 82% | 93% | 100% |
| F5 | 2. This office is good at changing office processes to make sure the same problems don't happen again. | 75% | 8% | 64% | 75% | 86% | 100% |
| F7 | 3. After this office makes changes to improve the patient care process, we check to see if the changes worked. | 67% | 11% | 57% | 68% | 80% | 100% |
| 4. Overall Perceptions of Patient Safety and Quality | |||||||
| F2 | 1. Our office processes are good at preventing mistakes that could affect patients. | 79% | 11% | 69% | 81% | 90% | 100% |
| F3R | 2. Mistakes happen more than they should in this office. | 70% | 11% | 60% | 71% | 83% | 100% |
| F4R | 3. It is just by chance that we don't make more mistakes that affect our patients. | 74% | 11% | 64% | 76% | 88% | 100% |
| F6R | 4. In this office, getting more work done is more important than quality of care. | 73% | 17% | 60% | 75% | 87% | 100% |
| 5. Staff Training | |||||||
| C4 | 1. This office trains staff when new processes are put into place. | 75% | 13% | 64% | 78% | 88% | 100% |
| C7 | 2. This office makes sure staff get the on-the-job training they need. | 71% | 17% | 60% | 72% | 85% | 100% |
| C10R | 3. Staff in this office are asked to do tasks they haven't been trained to do. | 69% | 14% | 57% | 70% | 80% | 100% |
| 6. Owner/Managing Partner/Leadership Support for Patient Safety | |||||||
| E1R | 1. They aren't investing enough resources to improve the quality of care in this office. | 51% | 0% | 33% | 50% | 67% | 100% |
| E2R | 2. They overlook patient care mistakes that happen over and over. | 79% | 0% | 71% | 80% | 92% | 100% |
| E3 | 3. They place a high priority on improving patient care processes. | 78% | 0% | 70% | 80% | 90% | 100% |
| E4R | 4. They make decisions too often based on what is best for the office rather than what is best for patients. | 61% | 0% | 47% | 60% | 75% | 100% |
| 7. Communication About Error | |||||||
| D7R | 1. Staff feel like their mistakes are held against them. | 57% | 0% | 41% | 57% | 71% | 100% |
| D8 | 2. Providers and staff talk openly about office problems. | 59% | 0% | 46% | 57% | 71% | 100% |
| D11 | 3. In this office, we discuss ways to prevent errors from happening again. | 78% | 17% | 69% | 80% | 89% | 100% |
| D12 | 4. Staff are willing to report mistakes they observe in this office. | 72% | 17% | 63% | 72% | 82% | 100% |
| 8. Communication Openness | |||||||
| D1 | 1. Providers in this office are open to staff ideas about how to improve office processes. | 69% | 13% | 57% | 70% | 82% | 100% |
| D2 | 2. Staff are encouraged to express alternative viewpoints in this office. | 68% | 0% | 55% | 68% | 80% | 100% |
| D4R | 3. Staff are afraid to ask questions when something does not seem right. | 70% | 20% | 59% | 71% | 83% | 100% |
| D10R | 4. It is difficult to voice disagreement in this office. | 53% | 0% | 40% | 50% | 67% | 100% |
| 9. Patient Safety and Quality Issues | |||||||
| Access to Care | |||||||
| A1 | 1. A patient was unable to get an appointment within 48 hours for an acute/serious problem. | 69% | 0% | 53% | 75% | 88% | 100% |
| Patient Identification | |||||||
| A2 | 2. The wrong chart/medical record was used for a patient. | 86% | 14% | 78% | 89% | 100% | 100% |
| Charts/Medical Records | |||||||
| A3 | 3. A patient's chart/medical record was not available when needed. | 63% | 0% | 43% | 70% | 87% | 100% |
| A4 | 4. Medical information was filed, scanned, or entered into the wrong patient's chart/medical record. | 70% | 10% | 55% | 71% | 86% | 100% |
| Medical Equipment | |||||||
| A5 | 5. Medical equipment was not working properly or was in need of repair or replacement. | 73% | 14% | 60% | 73% | 88% | 100% |
| Medication | |||||||
| A6 | 6. A pharmacy contacted our office to clarify or correct a prescription. | 22% | 0% | 9% | 18% | 30% | 100% |
| A7 | 7. A patient's medication list was not updated during his or her visit. | 44% | 0% | 27% | 43% | 60% | 100% |
| Diagnostics and Tests | |||||||
| A8 | 8. The results from a lab or imaging test were not available when needed. | 39% | 0% | 25% | 38% | 51% | 100% |
| A9 | 9. A critical abnormal result from a lab or imaging test was not followed up within 1 business day. | 79% | 17% | 67% | 82% | 96% | 100% |
| 10. Office Processes and Standardization | |||||||
| C8R | 1. This office is more disorganized than it should be. | 58% | 0% | 43% | 59% | 72% | 100% |
| C9 | 2. We have good procedures for checking that work in this office was done correctly. | 60% | 0% | 45% | 60% | 72% | 100% |
| C12R | 3. We have problems with workflow in this office. | 47% | 0% | 31% | 44% | 62% | 100% |
| C15 | 4. Staff in this office follow standardized processes to get tasks done. | 74% | 20% | 63% | 75% | 86% | 100% |
| 11. Information Exchange With Other Settings | |||||||
| Over the past 12 months, how often has your medical office had problems exchanging accurate, complete, and timely information with: | |||||||
| B1 | 1. Outside labs/imaging centers? | 55% | 0% | 40% | 56% | 67% | 100% |
| B2 | 2. Other medical offices/outside physicians? | 50% | 0% | 38% | 50% | 63% | 100% |
| B3 | 3. Pharmacies? | 52% | 0% | 39% | 50% | 69% | 100% |
| B4 | 4. Hospitals? | 58% | 0% | 45% | 59% | 72% | 100% |
| B5 | 5. Other? (Specify) | 70% | 0% | 50% | 67% | 100% | 100% |
| 12. Work Pressure and Pace | |||||||
| C3R | 1. In this office, we often feel rushed when taking care of patients. | 28% | 0% | 15% | 25% | 40% | 100% |
| C6R | 2. We have too many patients for the number of providers in this office. | 46% | 0% | 25% | 44% | 67% | 100% |
| C11 | 3. We have enough staff to handle our patient load. | 49% | 0% | 29% | 47% | 67% | 100% |
| C14R | 4. This office has too many patients to be able to handle everything effectively. | 59% | 0% | 43% | 59% | 78% | 100% |
Page last reviewed November 2010
Internet Citation: Table 16. Item-Level Minimum, Maximum, and Percentile Results: 2010 Preliminary Comparative Results.
November 2010. Agency for Healthcare Research and Quality, Rockville, MD. https://archive.ahrq.gov/professionals/quality-patient-safety/patientsafetyculture/medical-office/2010/moreslttab16.html
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