Understanding PX Metrics

PX Metrics help organizations understand how patients experience care across several key areas.

Rather than showing only one overall score, Protoqual organizes patient experience feedback into categories so teams can see which parts of the care experience are performing well and which may need attention.

These categories work together to create the Overall PX Score.

What PX Metrics Measure

PX Metrics reflect patient responses across several important areas of care, such as:

  • Care Coordination
  • Office Staff
  • Provider Patient Communication
  • Provider Rating
  • Timely Access

These categories represent key aspects of the patient experience and are displayed in Protoqual using clear, action-oriented names.

The Overall PX Score summarizes performance across all available PX categories for the selected time period.

Summary View

The Summary section provides a quick overview of PX performance.

In this view, you can see:

  • The Overall PX Score
  • Individual PX category scores
  • How each category contributes to the overall picture
  • Whether scores increased or decreased compared to the previous month

This view helps leaders quickly identify which parts of the patient experience are strongest and which may need more attention.

Viewing Individual Categories

Selecting a PX category opens a more detailed view of that area.

For example, selecting Care Coordination will display:

  • The survey questions included in that category
  • The score for each question
  • The survey source for each question
  • The patient response breakdown

This allows teams to move from a high-level category score to the specific survey questions influencing the results.

Question Breakdown

Within a category, each question can be expanded to show a question breakdown.

This breakdown shows:

  • Each answer option
  • The number of responses
  • The percentage of responses for each answer

This helps explain why a category scored the way it did, not just what the score is.

History

The History section shows how PX category scores change over time.

This allows organizations to monitor patient experience trends month by month.

Depending on your organization's setup, you may be able to view results by:

  • Organization
  • Group
  • Practice
  • Location

Users can also choose which scores to display when reviewing historical trends.

Comparison

The Comparison section allows users to compare PX scores across different parts of the organization.

Depending on your setup, comparisons may include:

  • Groups
  • Practices
  • Locations

Comparison views help leaders:

  • Identify stronger or weaker performing teams
  • Understand variation across the organization
  • Recognize patterns that may require attention

Data can typically be viewed in both chart view and table view.

Switching Views

Many PX modules allow users to switch between chart view and table view.

  • Chart view helps visualize trends and comparisons
  • Table view displays the exact values for each category

Both views display the same data and allow users to choose the format that works best for their analysis.

Filters and View Options

PX Metrics can often be filtered based on how your organization is structured.

Depending on permissions and configuration, users may be able to switch between:

  • Organization
  • Groups
  • Practices
  • Locations

Not all users will see the same options. Available filters depend on system configuration and user access levels.

Understanding Benchmark Colors

Some PX views include colored performance ranges.

These colors help show how a score compares to benchmark performance levels.

The color scale typically represents performance ranges such as:

  • 10th percentile
  • 25th percentile
  • 50th percentile
  • 75th percentile
  • 90th percentile

The position of a score within this scale helps show whether performance falls closer to lower, middle, or higher benchmark ranges.

These benchmarks provide helpful context when interpreting PX scores.

Missing Data or Excluded Groups

You may sometimes see a message indicating that a group or location was excluded.

This usually means that no surveys were completed for that entity during the selected time period, so a PX score cannot be calculated.

You may also notice gaps in the History view when no surveys were completed during certain months.

Sending surveys consistently helps maintain a more complete performance timeline.

Why PX Metrics Matter

PX Metrics help organizations move beyond individual patient comments and understand broader patterns in patient experience.

Tracking these metrics helps teams:

  • Identify strengths in patient care
  • Recognize operational challenges
  • Monitor improvements over time
  • Focus attention on areas that matter most to patients

When combined with patient feedback and insights, PX Metrics provide a clear view of how patients experience care across the organization.