decorative background image

Patient Assessment Survey Program

Good patient experience with the health care delivery system is an important indicator of quality. It has been linked to multiple benefits for patients, including improved disease management, adherence to medication regimens, quality of life and health outcomes.

For nearly 20 years, PBGH has been a thought leader in patient experience measurement and runs the nation’s largest program to gather patient feedback and produce annual provider organization ratings. Annually, patient opinions and experiences regarding 176 provider organizations are collected from more than 40,000 commercially insured patients.

Two core products are offered:

  • Provider Organization Survey:
    • Commercial Health Maintenance Organization (HMO) and Point-of- Service (POS) patients (Adult or Pediatric)
    • Medi-Cal patients (Adult)
  • Provider Survey:
    • Annual fielding: Commercial HMO, POS, Medicare or Medi-Cal patients (Adult or Pediatric providers)
    • Quarterly fielding: Commercial HMO, POS, Medicare or Medi-Cal patients (Adult or Pediatric providers)

Survey results include clinical, patient experience and cost-of-care ratings, and are made available to consumers through the California Department of Managed Health Care’s Office of the Patient Advocate Health Care Quality Report Cards website. Performance on the Patient Assessment Survey (PAS) Group-Level Survey also accounts for 30% of the bonus of the Integrated Healthcare Association’s (IHA) Value-Based Align. Measure. Perform. (AMP) program. AMP is a nationally recognized effort designed to drive meaningful changes that reduce costs and improve care quality and outcomes in California and nationwide.


Program Contact

Valerie Kong
Senior Manager, Transparency


Patient Experience Using Telehealth During COVID-19

With the rapid rise in telehealth use during the COVID-19 pandemic, the Purchaser Business Group on Health (PBGH) developed and fielded a survey to gather patient feedback about experience with telehealth visits. Approximately 12,000 surveys were distributed by email to patients with commercial and Medicare insurance coverage who had a virtual visit (telephone or video) with a primary care provider in California; 1,500 email responses are reflected in the research findings.

2021 Patient Assessment Survey Overview

The Pacific Business Group on Health (PBGH) Patient Assessment Survey (PAS) program is the largest nonprofit, multi-stakeholder program in the country. Survey results are made publicly available to consumers through the State of California’s Office of the Patient Advocate (OPA) consumer web site.

2021 Patient Assessment Survey (PAS)