Expect alert emails to look a bit different when they hit your inboxes this week! Based on client feedback, we’ve updated alerts emails with a sleek new interface and made it easier for clinicians to view trends in performance.
Previous alert emails included the display of a provider’s percentile rank over time for the corresponding question area(s). When looking at short performance periods, a higher beta sometimes caused variability in rank which made it more difficult to track individual performance. The updated email alerts will now show mean score over time, making it easier for providers to gauge both an increase or decrease in scores over the last 90 days.
When email alerts are enabled, providers receive instant email notifications including the question, score, mean versus time, best practices, and links to other improvement resources (example image above).
If you aren’t receiving email alerts, talk to your administrator today about enabling them. Low score alerts help drive improvement by providing continuous, instant awareness of patient concerns. Simply turning on these alerts has been proven to drive improvement with no additional coaching.
Have questions about alerts and notifications, or need help enabling them? Contact us using the blue chat icon below!
April 22-26 was Patient Experience Week and to celebrate, we asked our clients to share what drives them to provide memorable patient care. Those who responded were eligible to win an Amazon gift card. We’re excited to announce the winners of the giveaway and to share what motivates and inspires them to provide an exceptional patient experience!
We asked: It's Patient Experience Week! Tell us what inspires you to work every day to provide amazing care to your patients.
Grand Prize Winner: Clint Allred, CRNA, Anesthesia Associates of Boise
“I work at a fairly average sized hospital with ten operating rooms in which we do all kinds of surgeries and care for all types of patients. It is a job that is always moving and often requires stretching of one’s abilities clinically and also professionally within our anesthesia group. Sometimes amidst the day to day providing of anesthesia, combined with the complexity of hospital bureaucracy, the patient and their experience can sometimes be forgotten. At some point in all of our careers, we got into the medical field because of our desire to care for other people. For some that motivation is fast forgotten and never found again. For me growing up, it was my younger brother who instilled this desire in me. He had serious handicaps and spent a lot of his life in and out of hospitals. Our experience was so dependent on those caring for him, for better or worse, those providers served as the rudder for our interactions with healthcare. I wanted to have a strong and helpful influence so that others could have their burden lightened.
Recently, my eight year old son had his tonsils removed. This is a very routine case, millions are done each year, and I provide the anesthesia for 6-8 of these types of cases at least once a week in our practice. The anesthetic for this case has become routine and mundane for me personally. All of a sudden I was thrust onto the other side of the experience. There my son laid on the gurney getting prepped for surgery. I saw him run the gamut of emotions; fear, anxiety, apprehension, concern...etc. All of a sudden those emotions of why I went into medicine came flooding back. I realized that the way I interacted with patients would leave a lasting impact on them. Clinically I have always provided my best care and effort, but I saw through my boy's eyes that I could do more and be more as a clinician. My son received incredible care and has since healed from his physical incisions, but the experience he had prior to surgery has had a far greater impact.
It is this message that inspires me to provide amazing care to my patients. No matter how routine or regular a procedure is to me, I remember that experience and hold strong to the fact that it is not routine for the patient on the stretcher.”
Alexis Haney, RN, USAP
“To be a caring voice to a person who didn't wake up wanting to be sick or have surgery. Everyday, I partner with SurveyVitals because in the background, almost every patient is given a chance to have a voice. I am that individual that gets to read their thoughts, their frustrations, their fears. I am able to offer them a chance to make a difference when they are in a position where they feel they have little control. When a patient requests to be called back... I can be the caring voice on the other end and I can convey to them I really do care, perhaps that will make them feel a little better and perhaps I can make a change or help their concern because USAP cares and wants to be better and that why I am inspired to provide amazing care and support to patients.”
Tina Eide, MD, Matrix Anesthesia
“Anesthesia is a tricky job, because everything is fine until it’s really not fine. It requires constant vigilance and care, even when I show up feeling less than 100%. On these days, I look to my patients for energy and strength, because I know they are relying on me for the same. I love learning about their careers, seeing pictures of their children and pets, hearing their songs they belt out (people love singing to me!), and listening to their stories that brought them to surgery. I’ve met musicians, politicians, hospital administrators, teachers, circus performers, professional athletes, prima ballerinas, and so very many people who have interesting stories. Because we often cannot share details of our patients with our families or friends, I hold these private encounters with special regard.”
Rhina Romera, Envision Healthcare
“Working in healthcare makes a difference in people's lives. Caring for people and helping others lead healthy lives is satisfying and important. I love humankind and it is gratifying to me to make a positive impact not just on patients but everyone involved. No one likes to be ill, so it is very important to me that patients feel that they are treated with compassion and respect.”
Sarah Russell, FNP, Wellspring Health Services
“The one thing that inspires me the most to provide excellent care is when patients follow up and start feeling so much better! I have also had patients tell me that for the first time they felt like a provider actually listened to them and cared about their story and their health. Oftentimes a patient's story will give the clues to their disease processes and struggles and be the beginning of the answer in leading them back to health. Without listening to the patient, it is often a matter of just cold medicine treatment that can leave the patient sicker rather than better.”
Anne LeBlanc, USAP
“For us providers, our days can often seem routine. Remembering that for our patients, surgery is often a very scary and powerless position to be in. Connecting with the patient and family in the preoperative area and forming a trustworthy bond is one of the most inspiring and valuable parts of our job. Being able to relieve some of that anxiety and comfort them in their time of fear is incredibly rewarding and inspiring for me.”
Thank you to all of our clients who took the time to share their stories! We admire your dedication to the patient experience.best practices, Improvement, Our Clients, patient experience, Patient feedback, Patient Satisfaction
SurveyVitals is excited to announce the launch of the Improvement Center in our client portal!
Our reporting, alerts, and dashboards have given our clients the real-time data needed to identify trends and work toward improving the patient experience. The Improvement Center takes the solution to the next level with a wealth of educational videos and articles to aid providers in targeting improvement where it is needed most.
To get started using the Improvement Center, login to your portal and click ‘Improvement Center’ in the left navigation. Browse general resources on the Improvement Center homepage, or view resources by survey. Survey-specific content is broken down by question group.
Not sure where to start? Use the Report Builder to analyze your data and comments and identify improvement opportunities. Then utilize the resources in the Improvement Center to gain a better understanding of what may help your patients in those areas.
SurveyVitals created the Improvement Center using input from top performers combined with extensive scientific-based research into the patient experience. Check back often for new content as our improvement resources evolve and grow with your solution.anesthesia, Best Practice, Improvement, New Feature, outpatient, patient experience, Patient Satisfaction
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!Improvement, notifications, patient experience, Patient feedback, Portal, Response Rates, Surveys
The redesigned MOCA 2.0 (Maintenance of Certification in Anesthesiology) allows anesthesia diplomates to complete a variety of new activities to meet the Part 4 Quality Improvement requirement. Diplomates are required to earn a minimum of 50 points during their ten-year MOCA 2.0 cycle by choosing and completing quality improvement activities most relevant to their practice.Where does SurveyVitals come in?
You may be able to use the SurveyVitals solution to fulfill the requirement by completing an improvement plan based on A) 360 professional reviews, or B) patient experience of care surveys. The point value for this activity is 1 point per hour spent on the activity, for a total of up to 25 points.
SurveyVitals’ Anesthesia 360° solution offers surveys for patients, practitioners, administrators, surgeons, and peers to give you a comprehensive look at patient and professional satisfaction.
Don’t know where to start? Your survey dashboard provides a detailed visual of areas scoring the lowest and receiving the most low-score alerts, allowing for quick identification of improvement opportunities. SurveyVitals’ robust reporting options allow you to easily track and measure improvement in these areas over time based on near real-time patient feedback.How can I attest to meeting this requirement?
Diplomates must attest to the activity on the American Board of Anesthesiology (ABA) website using the ABA-approved template found here. Your SurveyVitals data can be used to summarize both the Data Summary and the Change in Practice.
More information about the MOCA 2.0 Part 4 requirement can be found on the ABA website.anesthesia, anesthesiologist, CRNA, diplomates, Improvement, maintenance of certification anesthesia, MOCA, Quality
SurveyVitals®, an automated, cost-effective quality and patient satisfaction survey solution provider, today announced a partnership with athenahealth® through athenahealth’s ‘More Disruption Please’ program. SurveyVitals is now part of the athenahealth Marketplace offerings. Together, the companies will work to link athenahealth’s growing network of more than 67,000 health care providers with SurveyVitals to improve their patients’ perceptions of care and reduce malpractice risk.
“SurveyVitals delivers a high-value quality tool,” said Bob Vosburgh, President of SurveyVitals. “Unlike traditional paper surveys, our real-time solution truly helps providers improve patients’ perceptions of care. Patient satisfaction measures are already being incorporated into many QCDRs (Qualified Clinical Data Registries) to meet PQRS (Physician Quality Reporting System) requirements. Now is the time to establish a quality program, and we can help. We’re thrilled to be integrated with athenahealth since it allows our mutual clients to start gathering patient feedback with just a few clicks. Detailed reporting and notifications guide providers toward real improvement.”
athenahealth is a cloud-based services company with a vision to build an information backbone to help make health care work as it should. This relationship will allow SurveyVitals to spread awareness of athenahealth’s cloud-based based services to clients who are looking for an EHR partner who delivers proven clinical and financial results so providers can stay focused on care.About SurveyVitals
SurveyVitals helps improve patient care by administering automated, electronic patient satisfaction surveys on behalf of healthcare providers. They help practices and providers Get Better™. Now in their 13th year, they continue to disrupt the outdated model of expensive paper surveys that garner low response rates and provide delayed feedback. Their solution is used by thousands of providers across 58 specialties, and they have millions of surveys in their national baseline.
Read the official release.Improvement, Quality, Reduce Malpractice Risk
We always appreciate working with clients who get quality and continuous improvement. Here’s what one of our clients said:
“We believe that by providing our patients the option to give feedback about their experience, we can improve our quality of care, and better understand the experience from a different perspective. Further, we can learn from other comments that may or may not relate to anesthesiology, but rather privacy or clarity of information. The feedback helps make us aware of what we can keep in mind during our interactions with our patients.”
Read the full article at their website.
Thanks to everyone at Allied Anesthesia in Santa Ana, CA for making patient satisfaction a priority. Our hats are off to you!Improvement, July 2015, Patient Satisfaction, Quality
A SurveyVitals case study has been published in the Physicians Insurance newsletter.Patient Satisfaction Goes Digital – Revenue up, liability down
By Rob Mackenzie, MD, FACS, FACHE
Here’s an excerpt from the article:
Moving at the speed of business, electronic patient satisfaction surveys can now be sent to every patient for a fraction of the cost of paper surveys. They can provide results within 2.5 to 4.5 days with response rates as high as 50 percent of patients seen, and offer timely individual provider electronic feedback and alerts. Such survey tools offer patients a quick way to express concerns to the practice while their memories are fresh, so that timely apologies and corrective action can be made by the practice itself—not the legal system.
Read the full article: Patient Satisfaction Goes Digital_Summer2015Improvement, Quality, Risk Mitigation
Improvement is a top priority and the SurveyVitals Dashboard brings it all together.
Remarkably easy to use, your personalized dashboard report highlights feedback for a selection of surveys. Collectively, these surveys allow for a view of patient and peer perspectives. Directly compare against your peers nationally and organizationally, development areas via gap analysis, trends over time and more. All allowing you to take meaningful action, when opportunities to improve are highlighted, or affirmation of the work you have already done.
Your customized report highlights improvement areas for patient satisfaction and other surveys. Your two greatest opportunities for improvement are revealed after a gap analysis against the national benchmark. You can then use the Education button for suggestions on how to amplify your score.
The dashboard include the Patient Satisfaction Questionnaire, Peer 2 Peer, and other provider surveys. Talk to your SurveyVitals portal administrator if you would like to run the additional surveys.benchmarks, Improvement, panorama, patient experience, peer, reporting
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 […]
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 […]
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 […]