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EVIDENCE-BASED SERVICE STRATEGIES: Turn your patient survey data into dollars!
Nevada MGMA State Conference
May 15, 2015
Learning Objectives• Learn the basis of the CMS patient experience bonus
• Learn which questions are most predictive of high scores
• Outline strategies for ensuring top-box ratings and maximum patient experience bonuses
Setting the Stage• Affordable Care Act: The Triple Aim
• Improved outcomes• Lower cost• Better patient experience and engagement
How does the Centers for Medicare and Medicaid Services (CMS) measure patient
experience?
Key “Outcomes” Studied
Overall satisfaction
with practice
Would recommend provider to
others
Patient Experience =
Linear Regression Analysis
Linear Regression Analysis
Linear Regression Analysis is used to:
Identify survey items most predictive of key outcomes
.
Linear Regression Analysis
Linear Regression Analysis is used to:
Identify survey items most predictive of key outcomes
Learn where to focus priorities
.
Linear Regression Analysis
Linear Regression Analysis is used to:
Identify survey items most predictive of key outcomes
Identify evidence-based improvement initiatives with highest impact
Learn where to focus priorities
.
Key “Outcomes” Studied
Overall satisfaction
with practice
Would recommend provider to
others
Patient Experience =
Survey Items Most Predictive of Key “Outcomes” Primary Care Database n = 467,147
Survey Items Most Predictive of Key “Outcomes” Primary Care Database n = 467,147
Overall Satisfaction with
Practice• Signage and
directions easy to follow
• Helpfulness of the receptionist/office staff
• Overall comfort• Taking time to
answer your questions
• Thoroughness of the examination
Survey Items Most Predictive of Key “Outcomes” Primary Care Database n = 467,147
Would Recommend
Provider to Others• Helpfulness of the
receptionist/office staff
• Waiting time in the exam room
• Getting care as soon as you needed it
• Knowledge of important information about your medical history
• Helpfulness of the people who assisted with billing/insurance
Survey Items Most Predictive of Key “Outcomes” Specialty Database n = 493,949
Survey Items Most Predictive of Key “Outcomes” Specialty Database n = 493,949
Overall Satisfaction with
Practice• Helpfulness of the
receptionist/office staff
• Signage and directions easy to follow
• Answering your questions in a way that was easy to understand
• Helpfulness of people who assisted with billing/insurance
• Willingness to listen carefully to you
Survey Items Most Predictive of Key “Outcomes” Specialty Database n = 493,949
Would Recommend
Provider to Others• Waiting time in the
exam room• Helpfulness of the
receptionist/office staff
• Knowledge of important information about your medical history
• Answering your questions in a way that was easy to understand
• Willingness to listen carefully to you
Patient Experience Items Primary Care and Specialty Databases
21
Overall Satisfaction with Practice
• Signage and directions easy to follow
• Helpfulness of the receptionist/office staff
• Overall comfort• Taking time to
answer your questions
• Thoroughness of the examination
Would Recommend Provider to Others
• Helpfulness of the receptionist/office staff
• Waiting time in the exam room
• Getting care as soon as you needed it
• Knowledge of important information about your medical history
• Helpfulness of the people who assisted with billing/insurance
Overall Satisfaction with Practice
• Helpfulness of the receptionist/office staff
• Signage and directions easy to follow
• Answering your questions in a way that was easy to understand
• Helpfulness of people who assisted with billing/insurance
• Willingness to listen carefully to you
Would Recommend Provider to Others
• Waiting time in the exam room
• Helpfulness of the receptionist/office staff
• Knowledge of important information about your medical history
• Answering your questions in a way that was easy to understand
• Willingness to listen carefully to you
PCP Specialty
Top seven items MOST predictive of key “outcomes”
• Signage and directions easy to follow• Helpfulness of the receptionist/office staff• Waiting time in the exam room• Knowledge of important information about your medical
history• Helpfulness of the people who assisted with
billing/insurance• Answering your questions in a way that was easy to
understand• Willingness to listen carefully to you
Service strategies are C.L.E.A.R. Connect
Listen
Explain
Ask
Reconnect
23Star-studded Service: Six Steps to Winning Patient Satisfaction, K. Sullivan, M. Luallin, MGMA Publications, 2013
Service strategies are C.L.E.A.R. Connect
Signage – clear; visible; accurate
24Star-studded Service: Six Steps to Winning Patient Satisfaction, K. Sullivan, M. Luallin, MGMA Publications, 2013
Thank you for your patience. Dr. Toth will soon be providing you the same level of personal and professional care he is presently providing to another patient.
Posted in the reception area of John Toth, MD, Concord, CA
Service strategies are C.L.E.A.R.
•Connect
• Schedulers: • ask, “Do you know where we’re located?”
• Receptionists: • welcome new patients; acknowledge second/third person in line
• Billing staff: • introduce themselves; be cordial
• Providers: • thank patients for waiting; review past history ahead of time or
with patient
• Everyone:• SMILE; wear name tags
Service strategies are C.L.E.A.R.
•Listen
• All:• Give good eye contact; be aware of EMR
• Respond empathetically• “I’m sorry to hear that.”• “That must be tough/frustrating!”• “I can understand why you’d be worried.”
Service strategies are C.L.E.A.R.
•Explain
• Receptionists: • inform patients of wait times; offer options for rescheduling
• Billing staff: • use plain English not acronyms or jargon (EOB; “pre-auth”)
• Medical Assistants: • explain who they are and what will happen next
• Providers: • use non-technical terms
Service strategies are C.L.E.A.R.
•Ask
• Medical Assistants: • “Is there anything I can do to make you comfortable while you
wait?”
• Receptionists: • “May I help you?”
• Schedulers/others: • “Is there anything else I can help you with?”
• Providers from seated position: • “What other questions can I answer for you?”
Service strategies are C.L.E.A.R.
•Reconnect
• Medical Assistants: • Check on patient in exam room every 10-15 minutes
• All: use parting comment as patient leaves.• “Take care.”
Service strategies are C.L.E.A.R. Connect
Listen
Explain
Ask
Reconnect
31Star-studded Service: Six Steps to Winning Patient Satisfaction, K. Sullivan, M. Luallin, MGMA Publications, 2013
