Nielsen Survey Shows Gaps in How Patients Are Experiencing Accountable Care

Care Coordination Improving, Technology and 24/7 Access Not Widely
Available, and Preventive Primary Care Critically Lacking

WASHINGTON–(BUSINESS WIRE)–#accountablecare–A new Council
of Accountable Physician Practices
(CAPP)-sponsored Nielsen
Strategic Health Perspectives
survey released today reveals that
only half of patients are experiencing the benefits of coordinated care
and only about one-third have 24/7 access to care outside of the
emergency department. The report also finds sluggish progress in the use
of health information technology to connect doctors and patients, and
that patients, including those who are obese and at risk for chronic
illness, do not report receiving prevention counseling from their

In 2016 Nielsen Strategic Health Perspectives surveyed 30,007 U.S.
consumers and 626 physicians. It is the second annual survey that CAPP
sponsored to monitor the progress of meaningful healthcare delivery
reform and the movement toward accountability.

“This survey is evidence of the failure of American health care to
provide coordinated, technologically enabled, high-quality health care
to the majority of people,” said Robert Pearl, M.D., Chairman of CAPP,
and CEO of The Permanente
Medical Group
and the Mid-Atlantic
Permanente Medical Group
. “We know that CAPP members, all committed
to the multi-specialty medical group model, are best positioned to
deliver superior outcomes to the patients they treat. CAPP stands ready
to help others improve their care delivery systems, and to work with
policymakers to facilitate these changes. These findings reinforce
CAPP’s long-held belief that patient-centered care models are critical
to closing the gaps between what patients need and what they are
currently receiving.”

The survey measured respondents’ experiences with the five patient
benefits associated with effective accountable care: care team
coordination, prevention, 24/7 access, evidence-based medicine, and
patient and physician access to and use of robust information technology.

Data from the survey includes:

  • Eighty-nine percent of primary care physicians say they often remind
    patients about preventive screenings, but only 14 percent of patients
    say they get these reminders. More than two-thirds of adult Americans
    are overweight or obese, yet only 5 percent of patients report that
    their physicians recommended a weight loss program.
  • Only half of patients are experiencing physicians who better know
    their history, primarily due to the ability to share information
    through electronic medical records. However, patients with multiple
    chronic illnesses, who would most benefit from care coordination,
    receive only slightly more follow-ups and care management as everyone
  • Patients’ electronic engagement with physicians is increasing but
    still low, with 20 to 30 percent of the total surveyed reporting that
    they have various forms of digital access like online submission of
    medical questions, email or text reminders. Roughly 44 percent report
    access to online information, such as appointment scheduling,
    obtaining lab test results, or viewing information via portals. Older
    Americans are less likely to want to use digital technology for
    healthcare, which presents a challenge in fully leveraging this
    technology to improve care delivery to this population.
  • Only about one-third have 24/7 access to care through their
    physician’s office other than the emergency room.
  • Sixty-five percent of physicians report using evidence-based
    guidelines to help determine treatment, with 39 percent of patients
    recalling discussions on new treatment options.

The leaders of the CAPP, a coalition of leading integrated
multi-specialty medical groups and health systems across the U.S. have
long been committed to accountable, physician-led, patient-centered
care. CAPP Executive Director Laura Fegraus said, “Our survey found that
while it is encouraging that the use of care teams and care coordination
seem to be increasing, access and the effective use of technology still
need improvement, and tactics that help to prevent illness are still
woefully ineffective.”

While these results show that delivery system reform is beginning to
move in the right direction, the work is far from over. CAPP supports
policy initiatives that can expedite performance in accountable care,
including payment reform to support system-ness and better outcomes;
more robust health information technologies to improve sharing of
information among providers and easier access by consumers; and
standardized quality measures in language consumers can understand.

For more information on the survey findings, click here. These
survey results will be presented and discussed today at a joint forum
presented by CAPP and the Bipartisan Policy Center: “Better Together
Health: Patient Expectations and the Accountability Gap,” at the Center
for Total Health in Washington, D.C. beginning at 12:30 p.m. EST. Click here
to view the live webcast of presentations.

To learn more about physician leadership in the work to achieve
accountable care, and to receive updates on key healthcare issues,
follow CAPP on Twitter at: @accountableDOCS

About the Council of Accountable Physician

The Council of Accountable Physician Practices (CAPP), an affiliate of
the AMGA Foundation, is a coalition of visionary medical group and
health system leaders. We believe that physicians working together,
backed by integrated services, systems and data and technology, can
best shape and guide the way care is delivered so that the welfare of
the patient is always the primary focus. For more information, contact


Scott Public Relations
Joy Scott, 818-610-0270