ChenMed Quality Scores Beat Averages for 11,000 Providers


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We have an insatiable appetite for doing even more to help the seniors we are blessed to serve.

Miami, Fla.

ChenMed, a top provider of value-based care to Medicare-eligible seniors, today announced industry-leading results in provider ratings by patients using standardized survey methodology from the US Centers for Medicare and Medicaid Services (CMS), and the Agency for Healthcare Research and Quality (AHRQ). The physician-led company operating 43 medical practices in six states, earned “Top Box” or most favorable response from 88.3% of ChenMed patients responding to the “Provider – Overall Rating” question, significantly higher than the national average of 79.6% sampled across 11,000 relevant providers and 2,300 clinics.     Plus, 97.4% of the individual ChenMed clinics measured beat the national “Top Box” average for “Provider – Overall Rating,” with almost half outpacing that industry quality measure by more than 10 points.

“We honor seniors with affordable VIP care that delivers better health,” says Christopher Chen, MD, ChenMed CEO. “And, as we work so hard to transform medical care for the neediest populations, it’s great to see how we continue to improve patient experience in notable ways.”

The most recent 90-day survey sample of more than 3,100 ChenMed patients captured by HealthStream yields a reliable error rate of plus or minus 1.7%, with a confidence rating of 95%. It’s also important to note ChenMed outranks “Top Box” averages for eight additional questions, included in the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG CAHPS) HealthStream client dashboard.

Specifically, ChenMed centers in Florida, Georgia, Illinois, Kentucky, Louisiana and Virginia also outperform “Top Box” national responses from patients to the following questions:

  •     “Timeliness of appointment for check-up or routine care”;
  •     “Timeliness of appointment for immediate care”;
  •     “Provider spent enough time with patient”;
  •     “Provider listened carefully”;
  •     “Provider respected what patient said”;
  •     “Provider new important medical history”;
  •     “Medical questions asked during office hours were answered the same day”;
  •     “Courtesy / respect of clerks and receptionists”.

Underscoring ChenMed’s commitment to keep improving, Dr. Chen explains, “our PCPs look forward to seeing monthly CG CAHPS measures captured by HealthStream. We love to outpace HealthStream’s massive database of providers and medical practices – especially in the areas most important to the health and well-being of seniors. Yet, since we have substantively higher quality expectations at Chen, Dedicated and JenCare Senior Medical Centers, we have an insatiable appetite for doing even more to help the seniors we are blessed to serve.”

Among the most notable performance differences reflected in the current HealthStream dashboard for the 90 days ending Nov. 27, 2017 are:

87.2% of ChenMed centers outshine the nation’s “Top Box” average for “Timeliness of appointment for check-up or routine care,” with 25.6% of ChenMed centers bettering that average by 10 or more points.

71.8% of ChenMed centers surpass the country’s “Top Box” average for “Timeliness of appointment for immediate care,” with 23.1% excelling beyond that average by 10 or more points.

82.1% of ChenMed centers outperform the US “Top Box” average achieved by 11,000 providers for “Courtesy/respect of clerks and receptionists”.

69.2% of ChenMed centers exceed the “Top Box” industry average for “Provider new important medical history”.

61.5% of ChenMed centers trump the nation’s “Top Box” average for “Provider spent enough time with patient”.

CAHPS surveys are designed to reliably assess the experience of a large sample of patients, and use standardized questions and data collection protocols to ensure the information can be compared across healthcare settings. Approved by the CAHPS Consortium, which is overseen by AHRQ, they’ve been an integral part of CMS efforts to improve healthcare in the United States since 1995.

HealthStream, Inc. is a leading provider of workforce, patient experience and provider solutions for the healthcare industry. Its unified suite of solutions is contracted by, collectively, approximately 4.65 million healthcare employees, and its research solutions provide valuable insight to healthcare providers to meet HCAHPS requirements, improve the patient experience, engage their workforce, and enhance physician alignment. For more information visit or call 800-933-9293.

For seniors most in need of care, high-quality health care is too often beyond reach. ChenMed was founded to bring concierge-style medicine – and better health outcomes – to the neediest populations. ChenMed serves seniors with low-to-moderate incomes, most managing multiple chronic conditions, in 10 U.S. markets in six states through 43 senior medical centers.

ChenMed’s goal is to be America’s leading primary care provider, transforming care of the neediest populations. It’s primary care physicians invest an average of 189 minutes of face-to-face time with patients yearly. That’s nine times more than the national average of just 21 minutes yearly provided by family and general physicians, as reported in by the National Ambulatory Care Study. Dramatically more PCP time with patients enables ChenMed medical practices to consistently outperform CMS reported county-wide quality measures for seniors, including: 34% fewer emergency room visits; 28% fewer in-patient hospital admissions; and 26% fewer in-patient hospital days. See the complete report.

Founded by Dr. James Chen, a Taiwanese immigrant and cancer survivor, the company provides unrivaled care to seniors – particularly those enrolled in a broad range of Medicare Advantage plans. Physician-led, ChenMed has grown by more than 420% since 2013. The value-based care leader continues to enjoy substantial organic growth from happy patients referring in family members and friends as new patients for Chen Senior Medical Center; for Dedicated Senior Medical Center; and for JenCare Senior Medical Center.

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