Outpatient Practice Continuous improvement in patient satisfaction is becoming a more vital component to the success of all healthcare organizations and, more specifically, outpatient practices. With the initiation of pay-for-performance regulations and physician review websites, the need to monitor, review and improve the patient experience is more important than ever. Although the key question groups in the CAHPS surveys can be valuable, it is typical that outpatient practices are much more proactive and quick-acting if they can receive the feedback immediately. Most CAHPS solutions are expensive and have long delays before the feedback reaches administration and, often, the feedback never gets to the physician. The SurveyVitals solution provides for a much shorter time frame through our email and interactive voice response systems. SurveyVitals started working with physician-owned outpatient practices with the thousands of MGMA relationships we’ve built over the past decade to build our Satisfaction Questionnaires. In fact, it was during a talk our President, Bob Vosburgh, was giving to the Mississippi MGMA that he was asked by a group of practice administrators if SurveyVitals could take the portal solution and reports we’d built for employee satisfaction and do the same for the patient experience. With input from dozens of practice administrators, we built our first patient satisfaction questionnaire. After a couple years, we were asked to build a shorter version to be used both on and off-site. The Short Patient Satisfaction Questionnaires (SPSQ), as well as, many CAHPS surveys, are now in use by practices and physicians across the country. A Positive Outcome Survey Vitals for Outpatient Practices Measuring Quality Improvement7 Areas that affect patient care Scheduling Reception Wait Times Staff Provider Facility Overall Surveys to Improve Patient Satisfaction (SPSQ) Patient Satisfaction (CG CAHPS) Patient Satisfaction (CAHPS PCMH) Peer-to-Peer Practitioner Satisfaction (PSS) What’s Included Awareness Screen Alerts SImpL™ Administration Best Practices Health Care Updates Continual Awareness Sit back and watch the surveys roll in. SurveyVitals Awareness Screens keep you informed. Ongoing updates energize and enlighten with the most recent survey results. Screens advance through your group, all locations and divisions so you remain completely aware. Data trends, patient comments and the highlighting of patient concerns provides the science your organization needs to improve and prosper. GaugesHow are you comparing against your peers? What percentile are you in? Confidence & TrendingHow are you comparing against your peers? What percentile are you in? ConfidenceHow are you comparing against your peers? What percentile are you in? Hover Research shows that an estimated 65% of all doctors will be sued during their career. Comments and ratings by patients help predict the likelihood of malpractice claims. Popular Surveys Patient Satisfaction Physician Satisfaction Safety Survey Referring Physician Peer toPeer Patient Satisfaction Increase patient retention, quality of care, and the patient experience by asking for their feedback and addressing the areas for improvement. The survey was built with input from many practices and addresses: appointments, reception, facility, staff, provider and overall. Addendum questions are available. Facility46% Overall41% Provider44% Reception42% Scheduling39% Staff41% Wait Times52% Physician Satisfaction Survey Identify issues in fulfillment, provide a conduit for input and increase physician satisfaction, productivity and retention. Administrator need to know their physician concerns and needs. This powerful survey looks at key areas identified via some serious research: Autonomy, Expectations, Income and Prestige, Relationships, Quality of Care, Administration and Practice Characteristics Autonomy40% Expectations80% Inc & Prestige30% Org Excellence60% Practice Char70% Quality of Care34% Quality of Life54% Relationships48% Satisfaction51% Survey on Patient Safety Culture (SOPS) Identify key issues before they become a problem. SurveyVitals has been administering the AHRQ SOPS for years at both the staff and physician levels. One of the hospitals with whom we work has been very effective in taking the feedback, creating action items and really improving. They were just named the “Safest Hospital in the State of New York by Consumer Reports.” Communication40% Event Frequency80% Hospital30% Safety Grd60% Supervisor Management70% Work Area34% Referring Physician Survey (RPS) Coordination of care is a critical element for quality patient care. Send this survey to the physicians that refer patients to your specialty practice. How are you being perceived by referring physicians, are you communicating effectively, giving the care to their patients they expect, and maximizing referral opportunities? A must for specialty organizations who want to maximize their opportunities. The RPS looks at: Communication, Physicians, Appointments, Value and the Overall Experience. Communication40% Overall80% Appointments30% Physicians60% Value70% Peer to Peer (P2P) SurveyVitals clients utilize the P2P at the physician, management and staff levels. Increase accountability, teamwork, and awareness of workplace conflict to further improve the work environment and decrease employee turnover. The P2P survey evaluates those areas key to the workings of an effective team: Attitude, Communication, Competency, Responsibility, Teamwork and Timeliness. (is the point to get to physician satisfaction or is it more to get at liability issues?) The point is to get team members feedback from their peers so they can identify improvement opportunities and then be evaluated again, probably annually. Attitude22% Communication45% Competency78% Responsibility45% Teamwork64% Timeliness55% Overall72% See all survey offerings Patient Feedback Process SImpL™ and Powerful The SurveyVitals hands-free SImpL ™ survey administration system is a major breakthrough in overall value to out-patient practices. Our automated HIPAA-compliant patient and practitioner data sharing systems enable easy-to-administer surveys with real-time robust reporting. It also shows a 25-fold improvement in completed surveys when compared to hassle-ridden, on-visit interview techniques. Also notable is that the bias introduced with in-person and live phone interviews is virtually eliminated. Hassle Free The automated survey system allows your physician’s EMR, or billing software, to securely submit data to the SurveyVitals solution. Administration of surveys through email, text and Interactive Voice Response (IVR) allows survey collection without the hassle of expensive hardware and the cost of consuming limited staff resources. Utilizing the SurveyVitals API (Application Programming Interface) and your EMR/billing system: send patient information at any frequency you desire. Upon receipt, the SurveyVitals processing engine immediately starts administration of qualified patient surveys, ensuring you receive only the best feedback and response rates. Alerts Sit back and watch the surveys roll in. Hover Prompt Administration and practitioners can receive email alerts every time a patient shares a low score. Know their concerns, take action, minimize risk and improve the patient experience. You control your alert threshold through an easy to use online portal. Helpful Whether on the awareness screen, your portal or a practitioner’s tablet, the news is immediate, the awareness is high and corrective action can be taken on the spot. SurveyVitals takes it a step beyond just providing the text comments by including audio comment feedback. You’ll hear the tone and sense the emotions associated with the patient experience that is otherwise lost in text. Are You Ready to Get Better?