About the Patient Experience Survey Report

What is the Patient Experience Survey Report? 

The MHQP Patient Experience Survey is a statewide survey of commercially-insured patients in Massachusetts. MHQP collected survey data from over 38,000 patients. This survey asks patients about experiences with their providers or their children’s providers, and other staff in the providers’ office. The most recent survey was conducted in the summer of 2021. MHQP has been surveying patients since 2005, and is the only independent organization in Massachusetts to collect and publicly report statewide patient experience information.

What is patient experience?

Patient experience refers to everything that happens to a patient. This can begin with a phone call to the doctor’s office. It includes the whole time a patient is at the doctors’ office or in a telehealth visit and any follow-up contact that happens after.

Was my doctors’ office included?

To be in this report, a doctors’ office must have at least 3 providers. The office also must have received enough patient survey responses for results to be reliable (trustworthy). Here are some reasons your doctors’ office might not be in this report:

Patient Experience Matters 

MHQP’s Patient Experience Survey (PES) is a statewide survey that asks patients about experiences with their providers or their children’s provider, and other staff in the doctors’ office. It is one of the few ways we have in Massachusetts to hear and share what patients and families have to say about their health care. It is also one of the most accurate ways for provider groups to assess their own performance, compare it to their peers, and set goals for improvement.

Recognizing Collaborative Investments in Patient Experience 

The Patient Experience Survey is made possible through collaborative investments from multiple funders including provider organizations, health plans, and the state. The investments of these partners sustain measurement and transparency of patient experience on a statewide scale. By supporting the PES, these organizations are demonstrating a deep commitment to transparency of the patient voice that contributes directly to the well-being of patients and the community.

Our Investing Partners

Lowell General PHO (LGPHO)

Mass General Brigham (MGB)

Mount Auburn Cambridge IPA (MACIPA)

New England Quality Care Alliance (NEQCA)

The Pediatric Physicians’ Organization at Children’s (PPOC)


Blue Cross Blue Shield of Massachusetts

Harvard Pilgrim Health Plan

Tufts Health Plan