Patients and Physicians Define Quality Health Care

New Research Finds They Agree Time with Physicians Is Important, but
Differ on the Value of Preventive Measures

OAKLAND, Calif.–(BUSINESS WIRE)–#EHR–According to new consumer research by the Council
of Accountable Physician Practices
(CAPP), a coalition of leading
multispecialty medical groups and health systems, patients and
physicians agree that the patient-physician relationship is the crucial
aspect that defines their vision of quality of health care services,
followed by care coordination and treatment according to evidence-based

However, patients and physicians differ in their perception of the value
of preventive care. Patients view preventive care reminders as somewhat
intrusive, while physicians place a high value on encouraging these
services to achieve long-term health.

The research, “2017
Consumer Health Care Priorities Study: What Patients and Doctors Want
from the Health Care System,”
conducted by the Southern
California-based firm Public
Values Research
, examined patient and physician attitudes on the
quality and delivery of health care services. Patients with commercial
health insurance and physicians were queried via focus groups in various
regions of the United States. The physicians worked in small or solo
practices and in larger systems.

The research found that patients consider their relationship with their
physician the most important determinant of quality health care, to the
point that they would prefer access to their own doctor over having 24/7
access to any physician. They also highly valued coordinated care and
evidence-based medicine, treatments based on proven methods and research.

“I want my doctors up to date,” said one participant who felt her
husband’s providers did not provide the most current treatments
available for his cancer care.

Physicians agreed with their patients on the importance of the
patient-physician relationship, and cited the ability to coordinate care
and use the latest research findings for clinical decisions as important
in delivering superior health care.

However, patients were less enthusiastic than physicians regarding
preventive care measures, which physicians believe are key to avoiding
chronic conditions and staying healthy. Many respondents considered
prevention services impersonal and rote, and felt they were often
dictated by their providers.

Doctors were far more skeptical than patients regarding the ability of
electronic medical records (EMRs) to allow providers to work together
and coordinate care. Most saw EMRs as a tool for coding and billing as
opposed to enabling seamless care experiences.

Physicians also differed with patients on the issue of access, placing
less emphasis on around-the-clock availability. In particular,
physicians working in smaller practices said they preferred patients to
see any available doctor as opposed to providing services such as
evening and weekend hours or a 24-hour advice line. However, patients
preferred seeing their own doctor as opposed to other providers.

Patients’ reaction about engaging with their providers through digital
platforms was mixed. Older consumers were more comfortable with
traditional face-to-face interactions, while millennials and other
younger groups did not have enough significant health care issues to
require ongoing engagement with their providers.

Physicians also placed a relatively low importance on electronic portals
allowing patients to see their medical records. They expressed doubts
about the need for patients to view test results online, make
appointments, or even email them directly. For the most part, patients
were also skeptical that these digital options enhanced the quality of
care they received.

According to CAPP Executive Director Laura Fegraus, the distance between
patient and physician perspectives on preventive care must be addressed
in the near-term.

“Given the U.S. health care system is the most expensive in the world,
expanding access to preventive care is necessary to keep our cost trends
in check and to ensure that Americans live longer and healthier lives,”
she said. “It is critical that communications between patients and
physicians improve so that preventive care is viewed as a mission for

Fegraus also said, “The lack of experience with digital health may be
due to patient trepidation with technology in health care. The findings
indicate that health care providers must encourage engagement in
patient-centered ways while also expanding access to critical health
care services.”

To obtain a copy of the research results, visit

About the Council of Accountable Physician Practices

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 CAPP


Scott Public Relations
Joy Scott, CEO