SurveyVitals Awarded CMS Approval to Administer HCAHPS

approved hcahps vendor

BOISE, ID (Press Release) – SurveyVitals, Inc., a healthcare analytics company specializing in digital patient experience surveys, announced their approval by the Centers for Medicaid and Medicare Services (CMS) to administer the HCAHPS survey. The company becomes one of only 28 certified vendors in the nation.

“This approval is significant in that it allows us to provide a truly end-to-end patient experience solution for our hospital clients,” said Bob Vosburgh, CEO of SurveyVitals. “With our current digital infrastructure, HCAHPS was really the only missing piece.”

Hospitals are required to administer the HCAHPS survey as a part of the federal Value Based Purchasing program, which is a determinant of Medicare reimbursement. CMS also assigns hospitals a public star rating using HCAHPS survey results as a part of its consumer-facing initiative, Hospital Compare.

“Hospitals relying on traditional paper survey models alone continue to find that it’s simply too expensive and not yielding enough meaningful data to drive their quality improvement programs,” continued Vosburgh. “Our streamlined solution offers these groups significant savings without sacrificing quality or reporting features.”

By pairing HCAHPS with SurveyVitals’ pre-existing digital offerings, hospitals have the ability to meet all of their patient experience needs with a single vendor. The SurveyVitals full hospital solution includes:

  • Seamless, automated data transfer
  • Patient survey administration, including both HCAHPS and digital experience surveys to the entire patient population
  • Real-time, online reporting portal for administrator and provider users
  • Actionable, provider-specific experience data for providers such as hospitalists, anesthesiologists, emergency room physicians, as well as nursing staff
  • Automated alert system and provider improvement resources
  • Reputation management tools to drive SEO and potential patients to medical facilities

In addition to HCAHPS, SurveyVitals is certified to administer the Merit-Based Incentive Payment System CAHPS (CAHPS for MIPS) , Accountable Care Organization CAHPS (ACO CAHPS), Outpatient and Ambulatory Surgery CAHPS (OAS CAHPS), Hospice CAHPS, Home-Health CAHPS (HHCAHPS), In-Center Hemodialysis CAHPS (ICH CAHPS), and Patient-Centered Medical Home CAHPS (CAHPS PCMH).

CAHPS is a program and registered trademark of the U.S. Agency for Healthcare Research and Quality.

About SurveyVitals

SurveyVitals inspires positive change in healthcare by providing real-time, actionable patient feedback to providers and organizations through innovative technology. With intuitive, in-depth reporting via online client portals, SurveyVitals provides the tools needed to succeed in today’s rapidly changing healthcare landscape. The solution supports more than 16,000 providers operating across 85 specialties.

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Interested in learning more about SurveyVitals? Request more information or schedule a free, no-obligation demo here or call us at 972-442-1484.

June 7th, 2018 Categories: featured

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New research finds unverified patient reviews an unreliable guide

Unverified online patient reviews do not always correlate with actual patient experience, according to a new study published by the Mayo Clinic.

Can you trust what people say about doctors online?

That’s the question that researchers from the Mayo Clinic set out to answer when they started collecting data from online patient reviews in 2014. The results of the study, which were released in the April edition of the Mayo Clinic Proceedings, corroborate what physicians have been saying for a long time: Unverified online reviews often present an inaccurate depiction of physicians and their practices.

Here’s what happened.

Researchers collected online patient reviews for two groups: 113 physicians who had received at least one negative online review (<50% of possible score), and 113 physicians who had never received any negative online reviews. The researchers then tracked these physicians’ performance over the next several months using verified, tested patient satisfaction surveys. (similar to SurveyVitals’ 360° Survey Solution).

After analyzing the verified patient satisfaction scores, the results were clear: There was no correlation between negative online reviews and patient satisfaction scores.

So to answer the original question-

No, you can’t always trust what people are saying about doctors online.

Why it’s important.

In the digital age, online reputation is paramount to success. Not sure about that? Check out this study that found 54% of millenials look online before choosing a doctor.

Online reviews can create a ripple effect that impacts everything from choosing a doctor to perception of care received. As patients approach healthcare with an evolving consumer mindset, and as the healthcare industry shifts toward a pay for performance model, negative perceptions will inevitably damage an organization’s bottom line.

The unsettling part is that in most cases anyone can go online and write these reviews, regardless of whether or not they’ve ever interacted with the physician. This exacerbates the problem that the loudest voices on the internet tend to be the most upset, creating an unbalanced portrayal that isn’t necessarily representative of a practice’s entire patient population.

The researchers at the Mayo Clinic encapsulated this issue best when they wrote, “Perhaps the time has come for improved mechanisms to support health care organizations and their physicians to allow a more qualified and verified form of PSS scores to be included online in an attempt to overcome often single and unsubstantiated online reviews by open source online websites.”

So what can we do?

The best way to protect your organization’s online reputation is to share your verified patient ratings with the world. SurveyVitals’ Provider Widget is the easiest way to share and promote your verified reviews.

Here’s how it works.

The Provider Widget displays actual feedback from actual patients. Instead of unreliable, unverified reviews from strangers on the internet, the Provider Widget automatically gathers data from the patient population as they submit their patient experience surveys.

provider widget patient reviews

Ultimately, the verified reviews give patients the confidence they need in choosing a provider to treat them. SurveyVitals’ Provider Widget shows ratings from not just a few, but often from thousands of verified patient to generate a trustworthy source of information.

Harnessing the power of actual patient ratings creates a competitive advantage against peers who rely on unverified reviews. Patients who see the ratings on the Provider Widget know that they are getting an accurate representation of their provider’s performance.

Provider Widget

How to set up the Provider Widget.

If you aren’t currently utilizing the SurveyVitals solution, schedule a demo to learn more about how SurveyVitals can help your organization with patient experience surveys, CAHPS surveys, MIPS Improvement Activities, the Provider Widget, and more.

If you are already running the SurveyVitals solution, please contact your support team or email support@surveyvitals for help setting up your widget.

By providing the information and tools to help people make informed decisions, we can work toward making a better healthcare systems for both physicians and providers. Better insights can lead to better outcomes for everyone involved.

April 6th, 2018 Categories: featured, Outpatient Practice, Patient Experience, Product Features, Reputation Management

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Do Not Miss This MIPS Reporting Deadline

MIPS 2017
Avoiding A MIPS Negative Payment Adjustment

October 2nd marks the very last day for eligible clinicians to start collecting MIPS data for partial year submission. If this fall reporting deadline is missed, clinicians and/or groups will not be eligible to receive a positive payment adjustment in 2019. Rather, they will be faced with two outcomes:

  1. Submit the minimum amount of data and receive a neutral payment adjustment
  2. Submit no data and receive a downward payment adjustment (up to -4%)

Given the flexibility of the MIPS program this year, it would be a missed opportunity for groups and clinicians to submit just 90-days of performance data to Medicare to earn a moderate positive payment adjustment – maybe even the max adjustment – in 2019. Learn more about MIPS and “Pick Your Pace” here.

MIPS Pick Your Pace

While it might seem a bit daunting if you haven’t started, there is still a short window of time for you and/or your group to select the required number of measures and get up and running before the partial submission deadline passes.

Partial Submission Pace

In order to participate in the ‘partial submission’ pace as outlined by the Centers for Medicare and Medicaid Services, eligible clinicians and groups will need to submit 90 consecutive days worth of performance data to Medicare across the following MIPS scoring categories:

  • Quality Category: 6 Measures
  • Advancing Care Information: 9 measures
  • Improvement Activities: a combination of measures totaling 40 points

For clinicians in rural or health professional shortage areas, or for those clinicians considered non-patient facing or “hospital-based,” you may face reduced reporting requirements. Learn more about these special status groups under MIPS here.

Selecting A Submission Mechanism and Measures

Submission methods may vary based on the measure. CMS has provided this chart to help groups and clinicians find the right reporting method for each category.

MIPS Submission Methods
Meeting Measures with SurveyVitals

Finally, SurveyVitals can help you meet a number of measures in the Improvement Activities category, including a high-weight activity. Additionally, SurveyVitals can submit data to your QCDR and help you administer CAHPS for MIPS. Want to learn more about meeting MIPS measures with SurveyVitals? Contact us at info@surveyvitals.com

September 15th, 2017 Categories: Anesthesia, featured, MIPS, Outpatient Practice

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Contact Me Department Available Now!

Contact Me Department

Prioritize patient contact requests by department with the newly released Contact Me Department. Added as an addendum question to a SurveyVitals’ survey, ‘Contact Me Department’ asks patients to categorize their contact request by selecting from a list of common areas, such as billing, scheduling and customer service. This new level of granularity not only makes sorting through potential patient complaints or requests faster and easier, it also gives organizations the ability to identify commonalities among patients and track trending.

If notifications are enabled, users will automatically receive an email as soon as a patient completes a survey with the area of the contact request included. Additionally, users can access the Alerts page when logged in to see detailed information about who would like to be contacted, and why a contact request was made.

Contact Me Department

Want to get started with Contact Me Department? Get in touch with your client account manager or email us at support@surveyvitals.com.

New here? To learn more about what sets SurveyVitals apart from other patient experience solutions, email us at info@surveyvitals.com to setup your demo today or drop us a line using the blue chat icon below.

Interested in learning more about SurveyVitals? Schedule a demo today.

April 28th, 2017 Categories: featured, Patient Experience, Product Features

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New Feature! Keyword Reporting for Patient Comments

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Introducing Quantitative Data for Your Patient Comments

Take a high-level view of what patients are saying about you with the new Semantic Keywords BETA module, now available on your SurveyVitals dashboard. This new reporting functionality represents qualitative survey comments quantitatively, giving you the ability to track trends and see which positive and negative keywords patients most frequently associate with your organization.

How does it work?
Based on a peer-reviewed study, emotional keywords found in your survey comments, words like “happy” and “sad,” have been assigned a value between -100 and 100. In the Semantic Keyword module, you will find two gauges representing your percentile ranking against your peers (showing the percentage of those peers that score below you) and the mean score of your emotional comments from -100 to 100 (Negative to Positive). You will also find your percentile ranking over time and a list of the top 5, most-used positive and negative emotional keywords. These metrics can be viewed for 30, 60 and 90 day periods.

Track Patient Keyword Comments

Schedule a demo to learn more today.

Questions? Message us using the blue chat icon below to speak to a member of your support team or to get more information about SurveyVitals.

April 11th, 2017 Categories: featured, Patient Experience, Product Features

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Press Release: SurveyVitals Acquires CAHPS Vendor, Novaetus, Inc.

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SPRINGTOWN, TX – SurveyVitals, Inc., a healthcare analytics company specializing in patient experience surveys, today announced it has acquired Novaetus, Inc., an administrator of CMS-certified “Consumer Assessment of Healthcare Providers and Systems” (CAHPS) surveys. The acquisition broadens the scope of SurveyVitals’ services to include CAHPS administration and other related consulting services.

Novaetus was founded in 2004 as a marketing and consulting company initially working with a small, select group of clients. Based in Novi, Michigan, the company quickly expanded, becoming one of only 37 vendors in the United States certified by the Centers for Medicare and Medicaid Services to administer CAHPS surveys.

“Not only does Novaetus’s extensive experience with CAHPS and other federal programs enhance our client experience but, more importantly, our vision and values align,” said Bob Vosburgh, CEO of SurveyVitals. “Novaetus’s reputation for putting clients first blends nicely with our own. We look forward to further expanding our client solutions and challenging the status quo.”

Novaetus’s CAHPS certifications include Outpatient and Ambulatory Surgery CAHPS (OAS CAHPS), Physician Quality Reporting System CAHPS (CAHPS for PQRS), Home Health CAHPS (HHCAHPS), In-Center Hemodialysis CAHPS (ICH CAHPS), CAHPS Hospice Survey (Hospice CAHPS), and CAHPS Patient-Centered Medical Home (CAHPS PCMH).

“We are excited to be able to provide an amazing combination of surveys with a phenomenal company,” said founder and president of Novaetus Lori Moshier. “SurveyVitals’s impressive digital solution integrates perfectly with what we do at Novaetus. Together we will make a greater impact on patient care.”

Moshier joins SurveyVitals as CAHPS Program Director. She brings a wealth of industry knowledge and oversees day-to-day operations of CAHPS administration and other survey projects. Novaetus employees remain in their current roles and same organizational reporting structure.

SurveyVitals will maintain its headquarters in Springtown, TX, with additional offices in Minneapolis, MN, Boise, ID and Novi, MI. With the acquisition, SurveyVitals now serves 391 healthcare organizations and over 16,000 providers, and operates across 38 states. A suite of survey tools and data-driven insights provide a 360° view to improve client organizations. Terms of the transaction will not be disclosed.

About SurveyVitals

SurveyVitals inspires positive change in healthcare by providing real-time, actionable patient feedback to providers and organizations through innovative technology. With intuitive, in-depth reporting via online client portals and a benchmark of over 5 million completed surveys, SurveyVitals provides the tools needed to succeed in today’s rapidly changing healthcare landscape. For more information, visit www.SurveyVitals.com.

March 14th, 2017 Categories: featured, Patient Experience, Press Release

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Preparing for MIPS? Four Things To Know for 2017

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The start of the new year marks one of the biggest changes Medicare has seen it its 50 years – the transition to the new Quality Payment Program (QPP) under MACRA. The QPP overhauls the way in which clinicians treating Medicare patients are reimbursed and combines and sunsets three big CMS programs: Meaningful Use, the Physician Quality Reporting System, and the Value-Based Payment Modifier. Your participation decisions in 2017 and how your scores compare to your peers will affect your Medicare reimbursement in 2019.

Not quite sure of all the ins and outs of the program? Visit our MACRA 101 page first to learn more.

1. SurveyVitals can help you satisfy reporting requirements.

Your SurveyVitals solution can help you meet more than enough measures in the Clinical Practice Improvement Activities category to satisfy reporting requirements. Additionally, for anesthesia providers, SurveyVitals anticipates being able to help clients satisfy a measure in the Quality category. CMS has not yet released the list of approved non-MIPS measures that can be reported via a QCDR, but says it will do so in early spring.

2. Most Medicare Part B clinicians will participate in the MIPS track

The MIPS program is a part of the larger Quality Payment Program which has two tracks – the MIPS track and the Alternate Payment Models (APM) track. Most all Medicare Part B clinicians will participate in MIPS, while a smaller percentage will qualify as an advanced APM and participate in the APM track. See the list of CMS-approved APM models for program year 2017 here.

MIPS and APM tracks

3. Patient experience deemed a ‘high priority’ measure

Measuring the patient experience has been weighted more heavily under the MIPS program than in previous years. If reported, it is worth more points toward your total composite performance score than other medium-weight measures, meaning fewer measures to report on. (win-win!)

4. CAHPS for MIPS is optional, regardless of group size.

Previously named CAHPS for PQRS, CAHPS for MIPS is not required under the new program, regardless of group size. This is a notable change from PQRS as groups over 100 or those participating in GPRO previously had to participate in CAHPS. The increased flexibility under MIPS allows clinicians to forego participation in CAHPS, and, instead, identify clinical measures in their specialty to optimize their scores in the quality category.



January 9th, 2017 Categories: featured, Patient Experience

Surgical Outcome Data with New GSOS Survey

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What is GSOS?

Track patients through the entire surgical care continuum with SurveyVitals. Designed to partner with our primary patient satisfaction surveys (APSQ/SPSQ) as a follow-up, the Global Surgical Outcomes Survey (GSOS) helps you identify gaps in care and spot opportunities to improve outcomes.

Include procedural codes with the patient data you’re already sending, and we’ll take care of the rest. GSOS sends a text message or email request to your patients six weeks post-visit.

APSQ 2 Screenshot

Why Choose GSOS?

  • Collect patient feedback about the recovery experience
  • Identify procedure-specific correlations and proactively improve process
  • Track trends across time by procedure for your organization, divisions and individual providers
  • Leverage outcome data to pinpoint common patient concerns associated with any surgical procedure, including outpatient procedures
  • Drive action with robust reporting and raw data download options

Patient Feedback for the Perioperative Surgical Home

As the healthcare landscape continues to shift toward value-based care, your patient satisfaction tool should be keeping pace, too. With many organizations adopting the American Society of Anesthesiologists’ Perioperative Surgical Home (PSH) model and using ERAS guidelines to provide coordinated care, outcome data has never been more important. GSOS works in sync with the PSH model and gives you the tools needed to measure the effectiveness of your programs and assess any breakdowns in process or issues with your care team — from the moment a procedure is decided upon to the recovery phase and beyond.

Ready to get started or want to learn more?

If you are currently a SurveyVitals client, contact your account manager or fill out the form below for a SurveyVitals’ team member to get in touch with you about adding GSOS to your services. Interested to learn more? Provide your details below and we will contact you to schedule a short demo. You can also email us at info@surveyvitals.com or drop us a line using the chat icon below.

Schedule a demo today.

November 30th, 2016 Categories: Patient Experience

5 Ways to Boost Response Rates to Patient Surveys

5 Tips for Boosting Patient Response Rates
1. Ask patients to complete the survey!

This one might seems obvious, but it is oftentimes overlooked. Building time into your routine to quickly inform patients they will be receiving a short survey about the quality of their care and asking them to complete it can go a long way in increasing response rates. For even more success, take a two-pronged approach, having both reception and providers give patients a friendly heads-up that they will be receiving patient surveys.

2. Give patients the “why?”

Think about the last time someone asked you to do something. Your first instinct is to immediately question why. Be sure to share, in-person, the purpose of the survey with your patients. By demonstrating that you are committed to your patients, not only are you increasing a patient’s perception of care, but you are also establishing a personal connection, which makes patients much more likely to complete a survey on your behalf.

“Our practice is committed to providing you the very best in healthcare. Your feedback is anonymous and helps us improve the patient experience for you and others.”

3. Confirm a patient’s mobile phone number and email address – every time

This one is critical. For new patients, obtain both a patients’ mobile phone number and email address. But what about an established patient? Have staff confirm each visit that the email and phone number listed is still a valid way to contact the patient, or ask for updated information. This simple-step helps solve issues related to invalid survey requests due to outdated or missing contact information.

4. Personalize survey requests with SurveyVitals provider photos, email and audio settings

Ensuring your provider photos are represented on the survey helps patient recognition, ensuring your team is getting the best feedback to improve. To upload your providers’ photos, navigate to the manage users page in the portal and click the photo to upload. Customized email signature block ensures your patients have confidence in the correspondence they’re receiving. Email signature blocks are customizable by organization and by division and are found within the Setup tab of your portal.

Finally, if you’re using the IVR mode, customize what your patients hear when they answer the phone. Starting with an opening, customizable by division or organization, provide your patients with a familiar voice asking for candid feedback. Don’t forget to remind them you have more to share at the end of the survey!
Need help or have questions? Contact your account manager or message us using the blue chat icon below to speak to a member of our support team.

Patient Survey Email Settings


5. Hang it on the wall!

Reinforce your message by displaying it visually as well. Download and use the free printable at your facility – hang it on the wall or include it with other forms provided to the patient as a reminder.

Download: 8.5 x 11 printable (PNG file here) updated-printable_km-version-2

October 11th, 2016 Categories: Patient Experience

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Are you ready to make the switch? APSQ 2.0 has arrived!

APSQ 2.0 Header

Exciting news for our anesthesia clients surrounding a new version of the Anesthesia Patient Satisfaction Questionnaire, the APSQ 2.0. With your input, we’ve optimized the survey, reducing the number of primary questions by 50% while adding the ability to delve into negative patient responses by asking a patient to provide detail on why they’ve given a low score.

Additionally, you now have the ability to add interactive provider photos to the survey (as seen below), ensuring higher quality feedback via patient recognition of their care provider. Even better, beta clients using the APSQ 2.0 saw up to a 70% response rate!

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Ready to get started or want to learn more? Fill out the form below, or contact your client account manager. You can also email us at support@surveyvitals.com.

Interested in learning more about SurveyVitals? Schedule a demo today.

October 11th, 2016 Categories: Patient Experience

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