8 Tips for Physicians Using Social Media

Social Media Tips for Phsyicians

Social media presents a great opportunity for practices and providers to share knowledge and connect with their community. However, when used incorrectly, social media can cause a host of PR and legal issues. Here are some of the Do’s and Don’ts for providers when venturing into the world of social media.

Thumbs Up Do: Have a plan.
What do you hope to accomplish with social media? Who is your target audience? What will you post? Without clear goals, your social media can become scattered and hard to follow. Sticking to a clear plan will help keep your social media presence coherent and focused.

Thumbs Down Don’t: Overshare.
It may be therapeutic to write about personal experiences with patients, but it may also be illegal. Even seemingly harmless activities such as sharing a patient photo or mentioning a patient may be a breach of privacy. Remember your HIPAA training, and don’t post any personal patient information when sharing on either your personal accounts and your organization’s page.

Thumbs Up Do: Engage with your followers.
Join discussions, answer questions, and connect with followers. The personal connection will help to grow your following and improve your brand. Also, interacting with your followers will help make your content appear more often according to Facebook and other social media platform’s algorithms for how and when content is visible on a user’s timeline.

Thumbs Down Don’t: Be unprofessional.
Your social media is an extension of your practice, and it should present itself in that manner. It may be tempting to blow off some steam and vent your frustration online, but remember, anyone can see your posts.

Thumbs Up Do: Pay attention to feedback.
What types of content are your followers engaging with? What types of questions are they asking and what are they saying about your practice? Social media can be another great avenue to receive insights from your patients and even a way to market your practice. And in a time where over 2/3 of the population has a smartphone and patients are going online in unprecedented numbers when making healthcare decisions, having social media has come to be expected.

However, social media can also be a double edged sword. Frustrated patients can come to your page to blow off steam and users can leave reviews or comments with no verification that they are even a real patient. How do you handle this? Be proactive and monitor your comments diligently and work to handle concerns and questions offline or via private message. Avoid having a conflict play-out on your public timeline. Additionally, using the Provider Widget to display your verified patient reviews, star rating and top scoring areas will help establish credibility and combat the potential negative comments of a select number of users on your page.

Thumbs Down Don’t: Post too often.
If you’re posting ten times a day, your followers will likely get annoyed and stop following you. Most guides recommend a starting point of about one post per day, and adjusting according to demand. Generally, in the social media space, quality matters more than quantity.

Thumbs Up Do: Learn best practices for each platform.
Facebook, Twitter, LinkedIn and blogs all have different guidelines for photo sizes, hashtags, and character length for posts. To reach your widest audience, you may need to adjust content appropriately across platforms. The downloadable graphic below shows how photo size can change drastically between platforms.

social media

Thumbs Down Don’t: Overload the page with text.
Photos and videos can help to keep readers engaged and interested. As with most aspects of social media, it all comes down to balance. A good balance of visuals and text can help to foster compelling content.

Ready to get started with SurveyVitals? Schedule a demo today.

What are your “Do’s and Don’ts” for social media? Share them in the comments section below.

July 18th, 2017 Categories: Best Practices, featured

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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 Eye Specialists

Great River Medicine Specialists

Great 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.

To learn more, visit their website https://greatrivermedical.org/ or find them on Facebook or Twitter.

June 6th, 2017 Categories: Patient Experience

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Dr. Robert Harrington Joins SurveyVitals as Chief Medical Officer

Robert Harrington CMO

SPRINGTOWN, TX – SurveyVitals, Inc., a healthcare analytics company specializing in digital patient experience surveys, announced today that Dr. Robert Harrington will join the company as Chief Medical Officer. Dr. Harrington brings with him over twenty years experience and extensive clinical knowledge to the role, having served as a leader in a number of capacities throughout his career with an emphasis on quality.

The appointment is key to SurveyVitals’ ongoing strategy to disrupt the patient survey industry by redefining the way in which patients provide feedback to their providers. In his new position, Dr. Harrington will focus on meeting clients’ needs as the company continues to expand as well as provide support and direction for the development of new features.

“Dr. Harrington is joining us at the perfect time,” said Bob Vosburgh, CEO of SurveyVitals. “He brings the physician perspective we need to properly support our rapidly growing digital solution, which not only provides health systems with patient insights critical to their quality improvement programs, but also helps them meet the ever-growing number of federal requirements for reimbursement from a single platform. Dr. Harrington’s depth of experience will be instrumental as we continue bring new and innovative ideas to market.”

Most recently, Dr. Harrington served as Chief Medical Officer of Reliant Post-Acute Care Solutions where he provided clinical leadership and oversight of the organizations Post-Acute Care Network and medical management programs. Prior to that, he served as CMO for hospitalist physician staffing firm Locum Leaders and as a hospital medicine consultant for practice restructuring and optimization. A graduate of the University of Notre Dame, Dr. Harrington completed his medical school training at Temple University School of Medicine and a residency in family medicine at The Medical Center of Delaware (Christiana Care). He is a Senior Fellow in Hospital Medicine and is a past president and board of directors member for the Society of Hospital Medicine.

SurveyVitals also recently announced its partnership with Novaetus, Inc., a CMS-certified CAHPS vendor, to fully round out the solution. With over 5 million completed digital surveys in the baseline and a new patient-reported outcomes survey, the company continues to lead the way in offering the most comprehensive digital patient experience solution available.

About SurveyVitals, Inc.

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 38 states. For more information, visit www.SurveyVitals.com

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Interested in learning more about SurveyVitals? Request more information or schedule a free, no-obligation demo here.

June 1st, 2017 Categories: featured, Patient Experience, Press Release

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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.

 

 1. Ensure Comfort

 

 2. Privacy Respected

 

 3. Ease Anxiety

Provider Specific Question Areas

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


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.

 

1. Courtesy

 

 2. Adequate Time

 

3. Sensitivity

 

Provider Specific Question Areas

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


 
*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

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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

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

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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

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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

Surgical Outcome Data with New GSOS Survey

GSOS Header

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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