Patient Experience / Patient Satisfaction

Perception = Reality

Our goal is for each patient and their caretakers to have an excellent healthcare experience.  Many of our contracts with health plans require reporting of patient perception of care provided by NEPHO providers.  We utilize patient experience surveys for reporting to health plans and to inform improvement strategies to continually better our performance.

  • Press Ganey – we contract with Press Ganey, a patient experience consulting company, to administer surveys during the year to patients who have been seen in NEPHO practices.
  • MHQP – we are required to utilize the Massachusetts Health Quality Partners (MHQP) patient experience survey to fulfill Massachusetts payer patient experience reporting requirements, as MHQP is the only independent organization in the state to publicly report information about patient experience.  MHQP administers the survey once yearly in the Spring related to office visits.  Results are published  annually at healthcarecompassma.org.
Your opinion matters – please contact us with questions:
Pictured (l-r): Louis Di Lillo MD, Stephanie Cunningham and Liz Isaac PharmD

Louis Di Lillo, MD
Medical Director
978-236-1740
Louis.DiLillo@Lahey.org

Liz Isaac, PharmD
Director, Ambulatory Performance Improvement
978-236-1767
Elizabeth.Isaac@Lahey.org

Stephanie Cunningham
Project Specialist
978-236-1753
Stephanie.K.Cunningham@Lahey.org