This composite measures the communication between provider and patient.  The survey asks patients the following questions:

In the last 12 months, how often did your personal doctor…

  • Explain things in a way that was easy to understand?
  • Listen carefully to you?
  • Give you clear instructions about what to do to take care of the health problems or symptoms that were bothering you?
  • Give you clear instructions about what to do if your symptoms got worse or came back?
  • Show respect for what you had to say?
  • Spend enough time with you?



Ask me 3 Program  An effective tool designed to improve health communication between patients and providers.

CRICO CME Online Courses  These free courses are designed to provide the fundamentals of patient safety and risk management and methods to increase the safety of the Harvard medical institutions’ patients and staff. They are also designed to meet the Massachusetts requirement for risk management study.

IMA Visit Intake Summary  This form, designed by the Internal Medical Associates, will help providers keep patients' medical records up to date allowing them to provide the best care possible. 

LMR Tutorial   The Longitudinal Medical Record (LMR) is an ambulatory-care electronic medical record system used by physicians and other clinical staff in the outpatient setting for documentation of medical care. This resource allows providers who use the LMR to become familiar with the tools and functions within the LMR that support their efforts to improve the eight composites (also known as domains) that make up the Blue Cross Blue Shield of MA (BCBSMA) patient experience of care measures.

Motivational Interviewing  This web site is intended to provide resources for those seeking information on Motivational Interviewing.  It includes general information about the approach, as well as links, training resources, and information on reprints and recent research.

Patient Agenda Form
A form for the patient to complete prior to their visit to assist with establishing a shared agenda with their practitioner. Example 1, Example 2

Pediatric Guidebook  This guidebook is designed to encourage parents and caregivers to be active participants in their child’s healthcare, serving as a resource for parents on practice-specific information, common medical conditions, basic parenting information (such as safety), and visit preparation.  Making better use of face-time with the doctor will enhance the efficiency and quality of the office visit for both the parent/patient and the physician.

For more information on the Pediatric Guidebook, please contact Anne Huppert at

Pediatric Medical Summary Form  Designed by the Mass General Hospital for Children Coordinated Care Clinic, the Medical Summary form is a tool used to summarize a child’s medical problems and important medical information so that clinicians can quickly understand the child’s medical conditions. This form can be modified to include specific practice information.  Additionally, it is provided to parents on a flash drive so they can carry it with them for any visit, hospitalization or ED visit.  The following documents are provided for your information: 

The American Academy on Communication in Healthcare  AACH improves the effectiveness of healthcare by focusing on education, research and practice in communication and partnerships among patients, families and healthcare teams.

The Foundation for Medical Excellence  The Foundation for Medical Excellence is a public non-profit foundation, whose mission is to promote quality healthcare and sound health policy. To achieve its mission, The Foundation develops and presents a wide range of educational programs, and provides consulting services.

The Institute for Healthcare Communication  The mission of the Institute for Healthcare Communication is to advance the quality of healthcare by optimizing the experience and process of healthcare communication through four major activities: education, advocacy, research, and partnerships. The Institute stresses the concept that effective healthcare communication is a necessity, not an option.

Tufts University School of Medicine  A national leader in medicine since its founding in 1893. It offers one of the most substantive and innovative medical curricula in the country, including training in business, communication, public health and technology.  

Suggested Readings

Communication Practices of Physicians with High Patient-Satisfaction Ratings, The Permanente Journal/Winter2007

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