SurveyVitals is exhibiting at ASA Practice Management 2020

ASA Practice Management 2020

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 your patient experience results to drive improvment and win and retain business.

At the event, the American Society of Anesthesiologists will host a group of experts to address the anesthesia industry’s most pressing issues. Learn more about the event on the conference website.

We look forward to seeing you there!

January 9th, 2020 Categories: Patient Experience

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Public Review Just Got Better! Boost Your Google Business Reviews with this New Feature

Nearly 90 percent of patients look to online reviews when choosing a physician, so increasing a positive presence online is more important than ever.

SurveyVitals’ Public Review feature helped healthcare providers and organizations proactively build their online reputation and improve their search rank in 2019. The feature drives verified patients to leave public reviews about their experiences on a page hosted by SurveyVitals and indexed by Google, allowing prospective patients to find you more easily online.

Since its launch this year, over 200,000 verified patients have posted online ratings using Public Review, and 98% of those reviews scored 4 out of 5 stars or higher. Using our composite scoring algorithm ensures patients’ public star ratings are more reflective of their visit, rather than a single aspect of their experience.

Public Review is an important tool that allows healthcare organizations and providers to build a brand on the web. However, we also want to help get you more positive reviews where they matter the most. Google accounts for 57.5% of all online reviews worldwide, far superseding other online review platforms. If you have only a handful of Google reviews, a one- or two-star rating can drag your overall rating down.

Public Review + Google

We’ve enhanced our Public Review feature to give you a two-pronged approach to building your online reputation. The newest expansion of the tool allows you to better incorporate your Google Business pages into your SEO strategy. Use Public Review to boost your volume of reviews by driving a percentage of your verified patients to your Google Business review pages.

Public Review plus Google

How it works

Setup is quick and easy. Add your Google Business review link to your Public Review settings within your SurveyVitals portal, and specify a percentage of your patients to route directly to this page upon completion of a survey. You can link to the Google Business reviews page for the whole organization or separate pages for each of your practice locations.

That’s it! To schedule a demo or learn more, chat with us using the blue chat icon below.

December 13th, 2019 Categories: featured, Patient Experience, Product Features, Reputation Management

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10 Million Surveys!

10 million patient experience surveys completed

Together with our clients, we reached 10 million surveys in the SurveyVitals comparative benchmark. Thank you for helping us achieve this incredible milestone!

SurveyVitals 10 million surveys completed

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!

November 25th, 2019 Categories: featured, Patient Experience

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Stop by and visit us at ASA 2019

Anesthesiology 2019

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!

October 17th, 2019 Categories: featured, Patient Experience

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Provider Spotlight: Tina Eide, MD, Matrix Anesthesia

Provider Spotlight: Tina Eide

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.

September 16th, 2019 Categories: Anesthesia, Best Practices, Client Spotlight, featured, Patient Experience

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Feature Highlight: Challenge Mode

Feature Highlight: Challenge Mode

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.

Challenge Mode Leaderboard

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.

Why create a challenge?

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.

Setting up a challenge

Ready to get started? Here’s how to set up a challenge:

Navigate to the Challenge page within your portal.

Challenge Mode

On the Challenge page, click “+Create” and follow the prompts as they appear in the pop-up menu.

Challenge Mode

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.

More resources

For more information about Challenge Mode, check out the resources in the Help section, or contact your dedicated support team members.

September 9th, 2019 Categories: featured, Patient Experience, Product Features

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Surveys You Might Not Know SurveyVitals Offers

4 survey types you may not know SurveyVitals offers

SurveyVitals’ digital patient experience surveys help you gain a deeper understanding of your performance with immediate patient feedback. Did you know our solution includes many more surveys at no additional cost to help drive improvement from every angle of your practice?

1. Point of Care

Our Point of Care tool allows you to address patient concerns on the spot before the leave your facility. The survey is sent to patients on their own devices while they’re still onsite, giving you the opportunity to resolve concerns in real-time.

2. Outcomes Surveys
Global Surgical Outcomes Survey (GSOS)

The GSOS survey is sent to surgical patients post-visit to collect feedback about the recovery experience. GSOS works in sync with the Perioperative Surgical Home (PSH) model and ERAS guidelines to identify gaps in care and spot opportunities to improve outcomes.

Emergency Medicine Outcomes Survey (EMOS)

The EMOS survey is sent to patients following an Emergency Department visit. It collects patient feedback related to understanding the recovery plan and accessibility to follow-up care.

3. 360° Surveys

As a part of our 360° solution, we offer a variety of internal and stakeholder surveys to help you better understand the perceptions of employees, peers, surgeons, physicians, and third party groups who work with your organization.

Employee Satisfaction

The Employee Satisfaction survey collects feedback to help increase teamwork, reduce turnover, and keep your teams motivated. The survey assesses individual employee perceptions about the organization, professional interactions, performance, job duties, and more.

Peer-to-Peer

The Peer-to-Peer survey aims to increase accountability and awareness of workplace conflict. Employees rate their peers in a number of areas including attitude, communication, competency, responsibility, teamwork, and timeliness.

Physician Satisfaction

Intended to prevent physician burnout, the Physician Satisfaction survey gathers insights from physicians about their quality of life in the workplace. Drive positive change with candid feedback from your physicians in a number of areas.

Referring Physician

Maximize your referral opportunities with the Referring Physician survey. Receive feedback from referring physicians on reports, recommendations, and interpretations they receive.

Anesthesiologist Surgeon Satisfaction

The Anesthesiologist Surgeon Satisfaction Questionnaire gathers important input from surgeons who work alongside anesthesia providers. This survey gives anesthesia providers valuable insights to strengthen relationships and increase safety and efficiency.

Third Party Group Evaluation

Enhance your third party relationships with feedback from your hospital and facility partners about your care, safety, responsiveness, clinical competency, cost efficiency, support, and more.

4. CAHPS

SurveyVitals is certified by CMS to administer nine different CAHPS surveys. The transition to value-based care has made CAHPS surveys mandatory for many facilities. The CAHPS surveys we offer are:

Note: There may be an additional cost to administer CAHPS surveys.

Questions?

Have questions about the SurveyVitals solution or any of the surveys we offer? Reach out to us today at support@surveyvitals.com or contact us using the blue chat icon below.

August 28th, 2019 Categories: Anesthesia, CAHPS Surveys, Emergency Medicine, featured, Outpatient Practice, Patient Experience

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5 Benefits of Higher Patient Experience Scores

patient experience benefits

Today, there’s a bigger emphasis on the patient experience than ever–and for good reason. Here are five reasons you should want to achieve higher patient experience scores.

1. A better patient experience often leads to better outcomes

Numerous studies have shown a correlation between positive patient experience and better health outcomes. The patient experience is measured by factors that reflect trust and understanding between patient and provider, such as communication, confidence, and sensitivity. More satisfied patients tend to comply with treatment and follow recommendations better than dissatisfied patients do (1, 2), leading to better outcomes and continuity of care.

2. Happier patients make for happier providers

Physician burnout affects almost half of U.S. physicians. Research shows physicians with more satisfied patients tend to be happier and experience less burnout. These providers are more likely to form a human connection to their patients, which contributes to the patient experience but also gives them a better sense of well-being and fulfillment.

3. Higher patient experience scores mean lower malpractice risk

A JAMA study found that physicians who score in the bottom one-third on patient satisfaction surveys have malpractice lawsuit rates 110% higher than physicians with top patient satisfaction ratings. Many of the concerns that lead to malpractice suits can be alleviated by understanding your patients’ perceptions of care and working to improve your scores in the most critical areas. Service recovery tools like ‘Contact Me’ also allow for timely follow up to mitigate any potential issues before they arise.

4. Patient experience is directly related to financial success

There are two ways in which patient experience impacts your organization’s financial success.

First, there is a direct link between higher patient experience scores and a healthcare organization’s bottom line. U.S. hospitals with top patient satisfaction scores are reported to have net margins 50 percent higher than those with average to poor scores.

Second, patient experience can affect federal reimbursement. From CAHPS surveys to MIPS measures, the patient experience is a determining factor in federal incentives and penalties. Did you know SurveyVitals can administer nine CAHPS surveys and help you meet certain MIPS measures?

5. A better patient experience gives you a competitive advantage

Eighty-eight percent of patients look online before choosing a physician. To attract new patients, it’s important to showcase your quality of care. One way to do this is by sharing your patient experience scores.

SurveyVitals makes it easy to share your scores in a variety of ways; to learn more, see this blog post.

Additionally, patient experience data can be used as an effective tool by physician services groups and organizations seeking contracts with hospital partners and other facilities.

Are you ready to start improving your patient experience scores? Talk to us today using the blue chat icon below!

August 20th, 2019 Categories: featured, Patient Experience

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Provider Spotlight: Clint Allred, CRNA, Anesthesia Associates of Boise

Provider Spotlight: Clint Allred

Clint Allred, a full-time CRNA for Anesthesia Associates of Boise, was the grand prize winner of our recent Patient Experience Week giveaway. He is performing in the top 25% of anesthesia providers nationally. We asked Clint about his best practices for providing exceptional patient care, and we’re excited to share his responses.

Clint completed his nursing education at Weber State University in 2006, and then attended the University of Tennessee for CRNA training. He has been practicing in Boise since 2011.

What best practices do you and the staff you work with follow that you attribute to your positive scores?

Clint Allred: There is a huge push in our profession to unite with our surgeon colleagues and work toward “enhanced recovery after surgery ” protocols. We have known that there are a lot of different ways to manage the anesthetic of a patient, and each patient requires a different anesthetic. The downside to this is the fact that everyone does something different so the continuity of care is sometimes lacking.

To correct this discrepancy, we created a quality committee within our group. This committee was tasked with reviewing literature along with some of the bigger medical institutes, and then sitting down with anesthesia providers from within our group and developing some protocols for the surgeries that we provide routinely. This initiative at least put all of us on the same page to start with. These protocols deal not only with the patient during surgery, but also some interventions before surgery to improve their outcomes. Since installing these protocols, it has been incredible to see the patient, surgeon, and nurse satisfaction elevate. Every anesthetic still needs to be tailored just right, but this has really helped us be proactive in our decision prep.

What is one example of how you improved your relationship with your patients and/or the care you provide?

Clint Allred: It has amazed me how a little bit of effort goes a long way in ensuring comfort for our patients. It can be something as simple as a warm blanket in the cold metal OR, or talking with the patient on their level trying to take time to explain things.

One thing that we have instituted is in our pediatric population. The inhalational anesthetics that we use have a pungent smell. Kids really hate inhaling that odorous gas. So, we bought a bunch of Lip Smacker chapsticks and then bring the mask to the kids and let them pick out a flavor. They paint the inside of the mask with the flavor they selected and it negates that bad smell when the mask is on their face. Little things like these efforts don’t really take a cumbersome amount of time or energy. They just require a little effort and can really improve the relationship with patients.

What is one thing you avoid doing in order to provide a better experience for your patients?

Clint Allred: The biggest thing I have had to make a conscious effort to try and avoid is just going through the motions with my patients preoperatively. I have always taken pride in the quality of anesthesia care that I provide, but I realized when my son had surgery, that I really needed to change my approach to patients before they even have anesthesia. The day of surgery for patients is an overwhelming experience. Even before you get to the surgery and recovery phase, so much is thrown at them. I found that because administering anesthesia is a routine part of my life, I was just doing the bare minimum to educate and put my patients at ease. We would then whisk them away and go provide anesthesia. My experience taught me that taking an extra five minutes to sit down and talk with the patients about what they were going to experience, both for them and their family members, went a long way to easing their anxiety.

How do you best use your SurveyVitals data for your own personal improvement?

Clint Allred: SurveyVitals definitely serves as a reminder to keep those goals and changes, instituted in my own personal practice, in the forefront of my mind daily. Obviously, I won’t make everyone happy all the time. I used to just shrug my shoulders and act like it didn’t matter. However, what I did find is that when I changed my attitudes and practice – all of a sudden the SurveyVitals data meant something to me. It is a way to drive and improve my practice. I still won’t make every patient happy all the time, but I can take pride in my work and raise the bar for my patients.

August 6th, 2019 Categories: Anesthesia, Best Practices, Client Spotlight, featured, Patient Experience

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CMS Proposes New Measure Specialty Sets, MIPS Value Pathways

What are MIPS value pathways


The final rule for MIPS 2020 outlines the changes to the MIPS program coming in 2021. Read more here.

This week, CMS released the proposed rule for Year 4 of the Quality Payment Program (QPP). Many of the Year 3 requirements will be maintained going into the 2020 performance year; we highlighted the proposed changes in our blog post here. However, there are bigger proposed changes in store for Year 5 of the QPP starting in 2021.

In the latest release, CMS expressed an intention to move toward what they say would be a more streamlined MIPS program. To fulfill upon this vision, the agency is aiming to reduce reported complexities with data submission and confusion surrounding measure selection with a new framework they are calling MIPS Value Pathways (MVPs).

Check out key takeaways below from the proposed rule on MVPs and what CMS has put forth as a very loose framework for the future of the program.

CMS is soliciting public comment on the proposed rule until September 27, 2019 at 5 PM EST.

MIPS Value Pathways defined

The MVP framework would create sets of measure options that CMS says would be more relevant to clinician scope of practice and meaningful to patient care by connecting MIPS measures across the four performance categories specific to specialty or condition. It would also incorporate a set of administrative claims-based quality measures that focus on population health and provide data and feedback to clinicians. CMS says it intends to use the current MIPS specialty measure sets as a base framework for developing these new MVPs. The agency also indicated they will seek to enhance information provided to patients, with possible exploration of new forms of public reporting.

How does the MVP framework change MIPS?

If implemented, all MIPS-eligible clinicians would no longer choose their measures from a single inventory, but would instead fulfill measures and activities connected to a specialty or condition as a part of an MVP. This means the MIPS program would no longer require the same number of measures or activities for all clinicians.

CMS anticipates that an MVP would use a single benchmark for each measure, and all clinicians and groups in the MVP would be compared against the same standard. It is proposed that scoring policies would be evaluated to ensure scoring across MVPs is equitable, so that clinicians reporting a specific MVP are not unfairly advantaged. The agency says this would eliminate the need for special scoring policies and bonuses to incent selection of high priority or outcome measures, as clinicians would be required to report all measures in the MVP.

Additionally, MVPs will focus on bundling quality measures with existing, related cost measures and improvement activities as CMS sees feasible.

How will MIPS data collection be impacted by MVPs?

It is unclear at this time exactly how clinicians and groups will be expected to report data to satisfy measures under the new MVP framework. CMS says that the current MIPS performance measure collection types will continue to be used to the “extent possible,” creating some uneasiness for clinicians and industry leaders who have invested time and resources in their current reporting mechanisms. CMS is soliciting feedback around data submission mechanisms, particularly QCDRs and their role in the program. The agency maintains that a driving force behind the proposed changes is that the flexibility of the program in years 1-3 resulted in multiple benchmarks for each measure and specialty, hindering the ability of CMS to make meaningful comparisons.

Agency emphasizes patient experience and patient reported outcomes

The proposed rule also emphasized an increased focus on patient reported measures, including patient experience, satisfaction and outcomes in their performance measurement. The agency anticipates the MVP framework will provide more meaningful information to patients, which will enable them to make decisions about their care and achieve better outcomes.

CMS Example of Possible MIPS Value Pathway
MVP Example Quality Measures Cost Measures Improvement Activities Promoting Ineroperability
Preventive Health
  • Preventive Care and Screening: Tobacco Use: Screening and Cessation Intervention (Quality ID: 226)
  • Osteoarthritis: Function and Pain Assessment (Quality ID: 109) Adult Immunization Status, proposed (Quality ID: TBD)
  • Controlling High Blood Pressure (Quality ID: 236)
  • PLUS: population health administrative claims quality measures (e.g., allcause hospital readmission)
  • Total Per Capita Cost (TPCC_1)
  • Medicare Spending Per Beneficiary (MSPB_1)
  • Chronic Care and Preventive Care for Empaneled Patients (IA_PM_13)
  • Engage patients and families to guide improvement in the system of care (IA_BE_14)
  • Collection and use of patient experience and satisfaction data on access (IA_EPA_3)
  • All measures in Promoting Interoperability***

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August 1st, 2019 Categories: featured, MIPS Information, Patient Experience

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