The SurveyVitals solution is continuously evolving to fit our users’ unique needs–healthcare organizations of all sizes and specialties. Improvements and new developments to the online reporting patient experience platform come as a result of direct input and asks from clients.
Our newly released telehealth survey solution makes it easy for practices providing both in-person visits and audio/visual offerings to understand and measure what might feel like a new experience. Additionally, the patient survey interface has been optimized to improve user experience. To learn more about these releases, read below or contact your SurveyVitals account manager.
Interested in learning more about SurveyVitals? Request more information here.
Due to the spread of the novel coronavirus, COVID-19, more healthcare organizations are offering virtual visits than ever before to reduce the risk of exposure to patients and staff. To help our clients adapt, we developed the Telehealth Patient Satisfaction Questionnaire (TPSQ).
The telehealth survey features 12 questions about the patient experience with virtual visits within your healthcare organization. These questions cover scheduling the visit, logging on, provider communication and interactions, and willingness to recommend.
The telehealth survey easily adapts to your workflow. Organizations offering both in-person and telehealth visits can upload a single patient list for both visit types, so no additional work is needed after survey setup is complete.
Our new digital survey interface was designed to improve the user experience for patients while taking the survey. The update ensures a consistent experience and furthers patient accessibility. Over 90% of SurveyVitals digital surveys are completed on mobile devices.
If you are interested in enabling the telehealth survey for your organization or have questions about the updated survey interface, reach out to your SurveyVitals Account Manager or contact us using the blue chat icon at the bottom of the screen.benchmarks, Improvement, New Feature, New Functionality, outpatient, patient experience, Patient feedback, Patient Satisfaction, Surveys, telehealth
BOISE, ID – SurveyVitals, Inc., the nation’s leading digital patient experience survey provider, today released its findings of an ongoing nationwide study about how the novel coronavirus (COVID-19) is impacting Americans’ lives. SurveyVitals collected and analyzed over 16,000 initial responses from patients across 1,800 healthcare practice locations in the U.S. to learn more about trending concerns related to COVID-19.
“We deployed this question set in partnership with our healthcare clients on the front lines to help educate the public about CDC recommendations while also capturing important feedback to make national benchmark data available,” said Blake Vosburgh, President of SurveyVitals. “Understanding public sentiment on COVID-19 is critical to help identify potential gaps in education and inform future outreach as we face this unprecedented global health crisis.”
A six-question addendum set about the coronavirus was provided to patients at the conclusion of a regularly administered SurveyVitals patient experience survey. Patient responses were captured using a three-pronged contact methodology: text message, email and interactive voice response call. Data was processed using SurveyVitals’ proprietary reporting platform with text comments undergoing sentiment and topical analysis.Key Takeaways from SurveyVitals’ COVID-19 ‘Patient Views’ Report
The full aggregated report can be accessed here, with featured visualizations updating in real-time. SurveyVitals will amend key report findings as additional responses are collected.About SurveyVitals
For over 15 years, SurveyVitals’ mission has been to partner with healthcare organizations and providers to understand and improve the patient experience using innovative technology. In-depth, intuitive reporting tools provide actionable insights in real-time to support data-driven decision making. SurveyVitals offers comprehensive solutions, including a unique blend of digital patient surveys, CMS-approved CAHPS administration, and online reputation tools to help organizations of all sizes and specialties meet their goals. Join the over 16,000 clinicians who are already experiencing the SurveyVitals difference. To learn more visit www.SurveyVitals.com.Contact
For media inquiries, please contact Kyra Maples, Chief Operating Officer. (email@example.com)coronavirus, covid-19, patient experience, reporting, study
Better understand patient concerns with our low-score survey logic, now included on our Standard Patient Satisfaction Questionnaire (SPSQ). When patients select a score of a ‘1’ or ‘2’ on the five-point Likert scale for any standard survey question, they will be prompted to leave a comment describing their experience in that area.
The long-term use of this feature on our Anesthesia Patient Satisfaction Questionnaire (APSQ2) has been effective in helping providers to better understand trends and improvement opportunities in specific areas. These prompts encourage patients to include details about a specific part of their experience, providing deeper insights than often gained with generalized comment prompts at the end of a survey. Please note, there will be no change to the existing SPSQ comment questions with the addition of the low score prompts.
To gain even more insight from your patient feedback, use our sentiment analysis tool to review patient low score comments. This will help you to identify the most critical feedback quickly.
Have questions about this new feature or the SPSQ survey? Chat with us using the blue chat icon below, or reach out to your client account manager. Interested in learning more about SurveyVitals? Request a demo of the solution here.Improvement, low score, New Feature, New Functionality, notifications, outpatient, patient comments, patient experience, Patient feedback, Patient Satisfaction, reporting
Together with our clients, we reached 10 million surveys in the SurveyVitals comparative benchmark. Thank you for helping us achieve this incredible milestone!
With over 16,000 clinicians across 85 specialties utilizing SurveyVitals at over 3,500 locations, we are excited to watch this benchmark continue to grow. Your partnership and each interaction with your patients strengthens the solution and continues to fuel our mission to improve care and the experiences of patients across the country every day.
Ten million surveys comes on the heels of several new feature releases in 2019. Check them out here:Report Builder
Upgrades to our custom reporting tool increased its speed and ability to analyze higher volumes of data, and introduced more comparison options, diverse filtering, and deeper comment analysis.Sentiment Analysis
Using a machine learning algorithm, the new sentiment analysis feature measures the overall tone of text comments to help identify the most positive and negative feedback. The addition of sentiment analysis made it easier and faster for users to gain deeper insights from hundreds and even thousands of comments.Improvement Center
We launched the Improvement Center in our client portal to aid providers in targeting improvement in the areas where it is needed most. The Improvement Center houses over 120 short videos and articles organized by question group.Provider Performance by Location
Enhancements to the Location & Provider Details tool optimized how organization and division-level users capture provider performance. The Provider Scorecard breaks down each provider’s performance across multiple locations, making comparison of individual performance at one location versus another fast and easy.
We look forward to continuing to enhance and grow our solution as we work toward the next 10 million surveys!Improvement, patient experience, Patient feedback, Patient Satisfaction, Portal, reporting, Surveys
Last week, CMS released the final rule for the changes to the Merit-Based Incentive Payment System (MIPS). While there are only minor changes to the program in 2020, bigger changes are expected in 2021. Here are two of the big takeaways from the final rule.MIPS Value Pathways (MVPs)
CMS intends to move toward what they say would be a more streamlined MIPS program. To fulfill upon this vision, the agency intends to reduce reported complexities with data submission and confusion surrounding measure selection with a new framework they are calling MIPS Value Pathways (MVPs).
In the MVP framework, CMS intends to work with stakeholders to create sets of measure options that they say would be more relevant to clinician scope of practice and meaningful to patient care. MIPS-eligible clinicians would no longer choose their measures from a single inventory, but would instead fulfill pre-defined measures and activities connected to a specialty or condition.
At this time, CMS has not determined whether participation in MVPs in 2021 would be optional or mandatory.
Many aspects of the MVP framework are still unclear, and we will be following and providing updates as they are released by CMS. Subscribe to our MIPS newsletter to keep up to date on the MVP discussion.Qualified Clinical Data Registries (QCDR)
In the current QPP landscape, QCDRs are not required to support multiple MIPS performance categories. However, beginning in performance year 2021, QCDRs will be required to submit data for the Quality, Improvement Activities, and Promoting Interoperability categories for the entire performance year and applicable submission period.
CMS is looking to achieve alignment of similar measures across QCDRs, with an emphasis on outcome measures. Starting in 2021, this would require full measure development and testing at the clinician level prior to the time of self-nomination. Additionally, CMS would implement a set of formalized guidelines for QCDR measure rejections.
You can read more about these proposed changes in the Quality Payment Program final rule.CMS, Improvement, improvement activities, macra, MIPS, QCDR, QPP, Quality, quality category, quality payment program
Last week, CMS released the final rule for the changes to the Merit-Based Incentive Payment System (MIPS) in 2020. Changes to the program next year are minimal, but are still important to note as you head into performance year 4.Performance Category Weights
There will be no change to the performance category weights in MIPS performance year 2020.
For the 2020 performance period, the performance threshold (maximum number of points needed to avoid a negative payment adjustment) will increase from 30 to 45 points. The additional performance threshold for exceptional performance will increase from 75 points to 85.
The maximum positive payment adjustment for performance year 2020 will be increased to 9%, plus additional adjustments for exceptional performance. The maximum negative payment adjustment will be -9%.Quality Performance Category
Data completeness for performance year 2020 will increase from 60% to 70%. This means you must report on at least 70% of your total patients who meet the measure’s denominator criteria in order to receive maximum points for the measure.Improvement Activities Category
The Improvement Activities inventory has been updated for MIPS performance year 2020.
|MIPS Year 4 Changes to Improvement Activities|
Previously, a group or virtual group could attest to an improvement activity if at least one clinician in the group participated in the activity. In 2020, in order for a group or virtual group to attest to an improvement activity, at least 50% of the clinicians in the group or virtual group must perform the same activity during any continuous 90-day period in the performance year.
CMS has also made a technical correction to the definition of ‘Rural Area’ that will not change how rural clinicians are identified.
Also modified are the requirements for patient-centered medical home (PCMH) designation. CMS has removed specific examples of entity names of accreditation organizations in order to remove barriers to designation.Promoting Interoperability
Currently, hospital-based clinicians who choose to report as a group or virtual group are eligible for reweighting when 100% of the MIPS-eligible clinicians in the group meet the definition of a hospital-based MIPS eligible clinician. In the next performance year, these clinicians are eligible for reweighting when more than 75% of the NPIs in the group or virtual group meet the definition of a hospital-based MIPS eligible clinician.MIPS Performance Year 2021
Although there are no major changes to the program for 2020, bigger changes are expected in performance year 2021. Subscribe to our MIPS newsletter to stay up to date on these future changes.CMS, improvement activities, macra, MIPS, QCDR, Quality, quality category, quality payment program
The SurveyVitals team will be in Orlando this weekend for the Anesthesiology 2019 show and we’d love to see our clients! Bob Vosburgh, Devon Smith and Meg Rust will be in Booth 705 both Saturday and Sunday at the Orange County Convention Center.
We hope to see you there!
Tina Eide, a board certified anesthesiologist from Matrix Anesthesia, was one of the winners of our recent Patient Experience Week giveaway. We asked Tina about the best practices she follows to provide exceptional patient care, and we’re excited to share her responses.
Tina studied medicine at the University of Washington and trained at Virginia Mason Medical Center. Her primary areas of work interest include regional anesthesia, neuroanesthesia, lifestyle/behavior, and anti-aging medicine.
What best practices do you and the staff you work with follow that you attribute to your positive scores?
Tina Eide: [The] Overtake Hospital pre-operative setting includes private rooms for each patient, so interviews can be conducted with a closed door, and a quiet environment. This is instrumental in developing patient trust, explaining anesthetic choices, and creating a safe space for patients to voice anxieties or fears. Also, the pre-op nurses are excellent and gather information ahead of the anesthesiologist meeting the patient, so we don’t have to be entirely reiterative.
I always try to ask several specific questions about a patient. By knowing a few personal details, I can often begin talking about a familiar topic that helps put the patient at ease. I’ve even gotten three patients to sing for me recently!
Finally, I always offer my first name after I’ve introduced myself as Doctor Eide. I give my patient the choice of which to call me, and most prefer calling me Dr. Tina or just Tina. I am able to communicate through this that I am a professional but I am also a human.
What is one example of how you improved your relationship with your patients and/or the care you provide?
Tina Eide: When I first began, I was hesitant to explain all the risks that are inherent to anesthesia with patients. I felt this information might burden them or raise their anxiety prior to surgery. As I grew as a doctor and learned from my patients, I realized that patients are entitled to know the specifics of the care they will receive while under anesthesia. Some patients will decline a total explanation, and this is just fine. Other patients want to know each event that will occur and the possible up and downsides.
I learned that if I was upfront and explicit about the risk discussion, patients were extremely appreciative and their trust in me grew as well.
How do you best use your SurveyVitals data for your own personal improvement?
Tina Eide: I look for the specific comments that patients make about their experiences. Often we only hear general feedback like “great job” but when people relay a certain moment that touched them, or a particular action I did that helped them feel at ease, I am able to repeat that going forward.
I also accept any critical feedback with an open mind and heart. As a doctor, I hold myself to an exceptionally high standard to ‘do no harm’ which can sometimes translate in my mind as ‘make no mistakes.’ Clearly, as a human being, I have to accept that I will make a mistake now and again. If I can hear the critical feedback well enough to learn from it, however, I see it as a growth opportunity rather than something negative.anesthesia, anesthesiologist, Best Practice, Improvement, Our Clients, patient comments, patient experience, Patient feedback, Patient Satisfaction
Have you set up a challenge yet? Using Challenge Mode, you can create a competition between your providers to encourage improvement. Once the competition is live, you can monitor the results in real-time from your dashboard.
During Challenge Mode setup, choose questions or question areas you want to focus on. At the end of the challenge, the clinician with the highest scores in these categories is deemed the winner.
Note that you must be an administrative user with ‘Organization’ permissions to launch a challenge. From the ‘Challenge’ tab in your portal, you can view current challenges, leaderboards, and historical data.
Challenges can create a bit of friendly competition among clinicians. Target questions or question areas where you would like to see improvement in patient experience scores. This can be a fun way to start some friendly competition and encourage provider engagement. Offer prizes or other incentives to encourage providers to achieve the highest possible scores.
Ready to get started? Here’s how to set up a challenge:
Navigate to the Challenge page within your portal.
On the Challenge page, click “+Create” and follow the prompts as they appear in the pop-up menu.
Participants will receive an email notifying them of the challenge. Once enough surveys have been collected, results will automatically update in the leaderboard. Clinicians can check the rankings from their portal login.
For more information about Challenge Mode, check out the resources in the Help section, or contact your dedicated support team members.challenge, Improvement, patient experience, Portal
The SurveyVitals solution is continuously evolving to fit our users’ unique needs–healthcare organizations of all sizes and specialties. Improvements and new developments to the online reporting patient experience platform come as a result of direct input and asks from clients. Our newly released telehealth survey solution makes it easy for practices providing both in-person visits […]
25% increase in those who self-report to be quarantining due to the virus BOISE, ID – SurveyVitals, Inc., the nation’s leading digital patient experience survey provider, today released its findings of an ongoing nationwide study about how the novel coronavirus (COVID-19) is impacting Americans’ lives. SurveyVitals collected and analyzed over 16,000 initial responses from patients […]
On January 17 and 18, SurveyVitals will be exhibiting at Practice Management 2020 in Las Vegas. Stop by and say hi to CEO Bob Vosburgh and team members Devon Smith and Meg Rust in booth #510. We’ll be onsite to answer questions about all things SurveyVitals and to provide insights into how to best utilize […]
Better understand patient concerns with our low-score survey logic, now included on our Standard Patient Satisfaction Questionnaire (SPSQ). When patients select a score of a ‘1’ or ‘2’ on the five-point Likert scale for any standard survey question, they will be prompted to leave a comment describing their experience in that area. The long-term use […]