2018 Year in Review

SurveyVitals 2018 Year in Review

SurveyVitals 2018 Year Stats

The patient experience is improving because of your dedication. Here are some remarkable metrics you were a part of in 2018.

Over 2 million surveys were completed last year, providing feedback on more than 31 million questions and bringing in over 2 million comments. Patient comments were overwhelmingly positive–there were 57 positive words for every one negative word!

Patients aged 64-75 years old were the best respondents, with the highest response rates for email, SMS, and overall. The most satisfied patients were males 25-34 years old for APSQ, and females 65-74 years old for SPSQ.

Our clients logged in over 124,000 times last year and received 138,000 low score alerts and 18,000 contact requests. This helped drive improvement in every area of care, but the most improved areas were Privacy Respected for APSQ and Communication for SPSQ.

Thank you for working with SurveyVitals to help your patients and your organization. We look forward to helping you continue to meet your patient experience goals in 2019!

January 8th, 2019 Categories: Anesthesia, featured, Outpatient Practice, Patient Experience

Tags: , , , , , ,

Looking forward to 2019 with SurveyVitals

Looking forward to 2019 with SurveyVitals

2018 was an outstanding year for SurveyVitals and our clients. We launched a new and improved portal, released additional product features, and brought in over 2 million surveys!

As we head into 2019, we’re looking at revamping some existing features and adding new resources that will help our clients get the most out of the solution and meet their improvement goals. Let’s look at some of the things we have in store for the coming year.

Enhanced Reports

We’ve redesigned our custom reporting tool with improved benchmarks and better usability. More selections, new filters, deeper comment analysis, and better care team representation provide a faster, more intuitive, and more comprehensive look at your performance data.

SurveyVitals Reporting Example

Public Review

In 2018 we introduced the Public Review feature, which drives higher volumes of online reviews from verified patients and helps increase the online presence and reputation of our clients.

In 2019 we will continue to focus on enhancing Public Review to provide optimal benefits to our users and give them the ultimate competitive advantage.

Public Review Example

Learn More

Point of Care

Address patient concerns on the spot with our new Point of Care Tool. Enter minimal patient information into a user-friendly interface and administer a patient survey within seconds. Patients use their own devices and feedback is instant, saving on hardware costs and time.

SurveyVitals Point of Care Tool

Learn More

Improvement Resources

We want to support our clients’ improvement efforts and help them utilize the solution to its fullest potential. From videos to articles to quick tips and best practices, we’ll be creating resources and libraries to help our clients every step of the way.

Improvement Center Example

Patient Reported Outcomes

In 2019, we’re helping you to improve along the whole continuum of care with the Patient Reported Outcomes Survey. This survey, along with the Global Surgical Outcomes Survey, aims to identify gaps in care and reveal opportunities to improve patient outcomes. Email us at support@surveyvitals.com to learn more and get started.

Got Feedback?

Our solution is built on client feedback. What do you hope to see from us in 2019? Email us at support@surveyvitals.com and let us know!

January 8th, 2019 Categories: featured, Outpatient Practice, Patient Experience, Product Features, Reputation Management

Tags: , , , ,

Celebrate National Healthcare Quality Week with SurveyVitals!

Group of doctors walking through hallway

October 21-27 is National Healthcare Quality Week. This week is dedicated by the National Association for Healthcare Quality to celebrating the contributions professionals have made to improve healthcare quality.

At SurveyVitals, we understand the value of improving patient safety and outcomes, performance and process improvement, and utilizing data analysis to drive improvement. In fact, these are the things that have shaped our solution. Since 2002, we have built into our system tools and features that help our clients make data-driven decisions to provide the highest quality of care to their patients. We have worked with industry experts and listened to the needs of our clients to be sure our solution helps achieve quality improvement goals.

We want to thank all of our clients for your hard work in providing a higher quality of care and better patient experience. Did you know there are a few ways you can celebrate with SurveyVitals?

  • Recognize top performers with SurveyVitals’ Friday kudos emails (SPSQ only), which spotlight weekly top performing staff members in your organization.
  • Celebrate your organization’s Top 10% Awards. These awards represent exceptional work toward higher healthcare quality and deserve special recognition! Top 10% Awards are awarded quarterly and annually to practices who rank in the top 10% for composite score for APSQ and SPSQ surveys.
  • Try out Challenge Mode in your portal. Issue a challenge to providers in your organization in any questions or question areas. Offer special recognition for whoever tops the leaderboard. Nothing encourages a higher quality of care quite like a bit of friendly competition!
  • Enroll providers in bi-weekly positive kudos emails.
  • Share your verified ratings online! With the new Public Review feature, you can proudly display verified patient ratings and comments to show the community the level of care you provide.

How does your organization plan on celebrating National Healthcare Quality Week?

October 25th, 2018 Categories: featured, Patient Experience, Product Features

Tags: , ,

Leave a Comment

New research finds unverified patient reviews an unreliable guide

Man Looking at Laptop

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

Tags: , , , , , , , ,

Top 10% Spotlight: Great River Health Systems

great river health systems

Congratulations to Great River Health Systems for earning top honors for an outstanding Patient Experience in the first quarter of 2017. Four locations from Great River Health Systems ranked in the Top 10% nationally for overall patient experience based on composite scores. Learn more about SurveyVitals Top 10% Award.

Great River Pulmonology Great River Pulmonology
Great River Eye Specialists Great River Eye Specialists
Great River Medicine Specialists Great River Medicine Specialists
Great River Clinic, MediapolisGreat River Clinic, Mediapolis

About Great River Health Systems

Great River Health Systems is a regional health-care system that includes Great River Medical Center, retail pharmacies, retail medical equipment and supplies providers, and physician clinics in Mediapolis, Wapello, Fairfield, Fort Madison, Keokuk, Mount Pleasant, and West Burlington, Iowa. More than 120 physicians and 2,100 employees share Great River Health Systems’ commitment to excellence in patient care and community service.

June 6th, 2017 Categories: Patient Experience

Tags: , , , , , , , , ,

Patients rate nurses the highest in these three areas

Patients Rate Nurses Highest Header
National Nurses Week

In honor of National Nurses Week we examined 4,196 nurses and 286,738 SurveyVitals® patient satisfaction surveys received in 2016 on nurses’ behalf. Check out the top 3 rated areas for both the Anesthesia Patient Satisfaction Questionnaires (APSQ/APSQ2) and the Standard Patient Satisfaction Questionnaire (SPSQ). Are these what you expected? What do you think nurses do best?

Anesthesia Patient Satisfaction

    – 4,014 nurses (CRNA)
    – 117,714 text comments
    – 37,750 audio comments
    – 258,295 patient surveys

Patient Scored Nurses highest in these areas

SurveyVitals Anesthesia Patient Satisfaction Questionnaire (APSQ), asks 14 questions which fall into 6 question areas. Questions are based on a likert scale of 1 to 5. Patients receive surveys via SMS (text-message), Email, or Interactive Voice Response. SurveyVitals strives to send surveys to the entire patient population for the highest quality feedback.

Ensure Comfort Icon

 

 1. Ensure Comfort

Privacy Respected Icon

 

 2. Privacy Respected

Ease Anxiety Icon

 

 3. Ease Anxiety

Provider Specific Question Areas

The following graphic represents all the areas pertinent to anesthesia providers.

Anesthesia APSQ Provider Question Areas

Outpatient SPSQ

    – 182 nurses
    – 27,162 text comments
    – 4,190 audio comments
    – 28,443 surveys

Patient Scored Nurses highest in these areas

SurveyVitals Standard (Outpatient) Patient Satisfaction Questionnaire (SPSQ), asks 16 questions which fall into 5 question areas. Questions are based on a Likert scale of 1 to 5. Patients receive surveys via SMS (text-message), Email, or Interactive Voice Response. SurveyVitals strives to send surveys to the entire patient population for the highest quality feedback.

Courtesy Icon

 

1. Courtesy

Adequate Time Icon

 

 2. Adequate Time

Sensitivity Icon

 

3. Sensitivity

 

Provider Specific Question Areas

The following graphic represents all the areas pertinent to outpatient providers.

Outpatient SPSQ Provider Specific Areas
 
*Results derived using results from 286,738 completed SurveyVitals patient surveys collected between January 1, 2016, through December 31, 2016.

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

What do you think? Does this correlate with your patient experience scores?

 

May 12th, 2017 Categories: featured, Outpatient Practice, Patient Experience

Tags:

Leave a Comment

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

Tags:

New Feature! Keyword Reporting for Patient Comments

New Semantic Keywords Header

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

Tags:

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

CAHPS Press Release Header

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

Tags:

Preparing for MIPS? Four Things To Know for 2017

MIPS 4 Things to Know Header

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

Next Page »

Recent Posts

MIPS 2019
MACRA Quality Payment Program: MIPS 2019
March 13, 2019

The Quality Payment Program (QPP) falls under the Medicare Access and CHIP Reauthorization Act of 2015 (MACRA). It is a value-based program that determines reimbursement for clinicians treating Medicare patients. The Centers for Medicare and Medicaid Services (CMS) recently released the final rule outlining the Quality Payment Program (QPP) for 2019. Keep reading to learn […]

SurveyVitals 2018 Year in Review
2018 Year in Review
January 8, 2019

The patient experience is improving because of your dedication. Here are some remarkable metrics you were a part of in 2018. Over 2 million surveys were completed last year, providing feedback on more than 31 million questions and bringing in over 2 million comments. Patient comments were overwhelmingly positive–there were 57 positive words for every […]

Looking forward to 2019 with SurveyVitals
Looking forward to 2019 with SurveyVitals

2018 was an outstanding year for SurveyVitals and our clients. We launched a new and improved portal, released additional product features, and brought in over 2 million surveys! As we head into 2019, we’re looking at revamping some existing features and adding new resources that will help our clients get the most out of the […]

Group of doctors walking through hallway
Celebrate National Healthcare Quality Week with SurveyVitals!
October 25, 2018

October 21-27 is National Healthcare Quality Week. This week is dedicated by the National Association for Healthcare Quality to celebrating the contributions professionals have made to improve healthcare quality. At SurveyVitals, we understand the value of improving patient safety and outcomes, performance and process improvement, and utilizing data analysis to drive improvement. In fact, these […]