PAGE 1 © Capko & Morgan @GoKareo; #KareoTip PAGE 1 KAREO | CONFIDENTIAL
Find Out What Your Patients Really Think
PAGE 2 © Capko & Morgan @GoKareo; #KareoTip
Your Hosts Today…
Judy Capko Capko & Company
Lea Chatham Content Marketing Manager, Kareo
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Participate via Social
Facebook.com/GoKareo
Twitter.com/GoKareo
Linkedin.com/company/Kareo
We’ll be live tweeting during today’s webinar! How to participate:
1. Follow @GoKareo on Twitter
2. Search for #KareoTip
3. Join the conversation using #KareoTip
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Our Schedule for Today…
1 Introduction & Welcome Judy
2 Nothing but the Facts: Find Out What Your Patients Really Think
3 Discover Kareo’s Role
4 Answer Questions
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Judy Capko
Founder of Capko & Morgan
Nationally-recognized practice management and healthcare consultant with over 25 years experience
Focus on patient-centered strategies, improving leadership, and valuing staff contributions
Judy authored best-selling book Secrets of the Best-Run Practices
New book The Patient-Centered Payoff just released!
Capko & Company
www.capko.com/blog
805-499-9203
PAGE 6 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
Our Schedule for Today…
1 Introduction & Welcome Judy
2 Nothing but the Facts: Find Out What Your Patients Really Think
3 Discover Kareo’s Role
4 Answer Questions
PAGE 7 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
Course Objectives
1. Demonstrate the importance of conducting surveys to understand your patients’ experience in your practice.
2. Examine survey methodologies.
3. Learn effective ways to use feedback gained through the survey process to improve the patient experience and enhance future reimbursement.
© Capko & Morgan 2013
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The World of Healthcare Has Changed—
The New Reality
Payers focus on the patient experience—satisfied patients:
The strength of the patient-clinician relationship affects patient adherence and leads to:
Better prevention, early deduction and chronic care management = improved outcomes
© Capko & Morgan 2013
PAGE 9 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
What Really Matters to Patients?
The Top Five
1. Unclear explanation of problems
2. Results not communicated fast
3. Billing dispute hard to resolve
4. Can’t get an appointment when sick
5. Rushed during visit
But what about your own patients—what matters to them…
Source: Consumer Reports Magazine; June 2013
© Capko & Morgan 2013
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How to Get the Information
Ways to Find out What your Patients Really Think and Want
Conduct personal interviews
Create a focus group
Use a suggestion box
Commission a mystery shopper
Conduct patient surveys: Today’s discussion…
© Capko & Morgan 2013
Get the Facts
Conducting Patient Satisfaction Surveys
© Capko & Morgan 2013
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Qualitative Studies
Goes deeper, smaller pool
Finds out details, good for trouble shooting
Creative solutions from consumer
May find answers to unasked questions
© Capko & Morgan 2013
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Quantitative Surveys
Pulls from many patients
Patterns
Over time
More dependable
Big picture
© Capko & Morgan 2013
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Advantage of Independent Surveys
Data collection analysis—systematic reliability
Scientific approach—system
Based on specific information gains
Appropriate survey instrument
Reduce bias
Patients more forthcoming
Higher response rate
Professional analysis and reporting
BUT there is a cost
© Capko & Morgan 2013
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Home Grown Surveys—The Basics
Keep it short
Make it easy to code & calculate
Don’t bundle questions and confuse the responder
Rating appointment scheduling & wait times
Selecting methodology - know your patients
Technology: Survey Monkey, Dr. Score, Constant Contact, etc.
Snail mail
At the visit
Pros and Cons
© Capko & Morgan 2013
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Develop a Survey that Gets to Their Needs
• Get me in when I need to be seen
• Don’t make me wait
• Give me care and attention
• Provide follow-up
• Treat me with respect
Service
• Greet me with kindness
• Listen to me
• Talk with me
• Tell me what’s wrong
• Let me know what to expect
Communication
• Give me care choices
• Give me support & resources
• Give me ways to stay in touch
Choices and Support
Te
am
C
ult
ure
© Capko & Morgan 2013
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Key Survey Success Pointers
Short and sweet
WIIFM
Give them a reason— gift card
Make it soon after the visit— people have short memories
© Capko & Morgan 2013
Photo courtesy Brett Neilson
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The Lickert Scale
Most widely used survey metric
5 Point scale – two positives, two negatives
Assumes distances of each item are equally important
Alternatives to Lickert
5 – 7: point –may produce slightly higher mean scores*
10 point
4 point
*Source: Dawes, John (2008). "Do Data Characteristics Change According to the number of scale points used? An
experiment using 5-point, 7-point and 10-point scales". International Journal of Market Research 50 (1): 61–77.
Strongly
Agree
Agree Uncertain Disagree Strongly
Disagree
1 2 3 4 5
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The RAND Short Form: PSQ-18
Focus on seven dimensions of satisfaction with medical care:
1. General satisfaction
2. Technical quality
3. Interpersonal manner
4. Communication
5. financial aspects
6. Time spent with doctor
7. Accessibility and convenience
More Info:
http://www.rand.org/health/surveys_tools/psq.html
© Capko & Morgan 2013
Gather and Use Survey Results Wisely
Patient complaints are a gift!
© Capko & Morgan 2013
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Who to Survey
Patient satisfaction:
Random active patients—let your system do the work
Based on what information you want
Selected groups
o Dr. New’s patients
o Post-op patients
o Patients with specific diagnosis or treatment protocol
o First visit
o Referring Physicians
© Capko & Morgan 2013
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Start with a Baseline Study
Your first survey is the baseline—how you rate now!
Examine the performance weaknesses
Identify corrective action
Set performance improvement benchmarks
Specific
Measurable
Follow-up surveys—Are you making progress?
© Capko & Morgan 2013
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Critical Factors to Succeed
It takes a full commitment
Support of management, physicians, and staff
Dedicate time and resources
Create a Performance Improvement Plan (PIP)
Act on areas that need improvement
Keep patients in the loop
Monitor progress, celebrate success
Periodic repeat surveys keep everyone accountable
© Capko & Morgan 2013
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Patient Satisfaction—The Patient’s Perspective
© Capko & Morgan 2013
It’s all about everyone working together to provide an awesome patient experience.
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Yes, It Really Matters!
80% MGMA’s Best Performing Practices use patient satisfaction surveys to gauge performance—shouldn’t you?
Happy patients don’t sue
Satisfied patients, satisfied work environment
A best-performing practice takes team effort
Physicians, management and staff
“Without a pulse on the patient experience you don’t have a pulse on your practice performance!”
© Capko & Morgan 2013
PAGE 26 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
The Take Aways
Reviewed various survey methods
Explored the pros and cons of different survey techniques
Explained the value of an independent survey
Reviewed the seven dimensions of care satisfaction
Examined the critical factors required to succeed in measuring patient satisfaction
Emphasized the importance of monitoring patient satisfaction goals
© Capko & Morgan 2013
PAGE 27 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
Our Schedule for Today…
1 Introduction & Welcome Judy
2 Nothing but the Facts: Find Out What Your Patients Really Think
3 Discover Kareo’s Role
4 Answer Questions
PAGE 28 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
Discover Kareo’s Role
…Make Your Practice a Best Practice!”
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Discover Kareo’s Role
• Cloud-based
• Medical Billing
• Patient Payment Services
• Insurance Billing & Remittance
• Scheduling & Practice Management
• Electronic Health Records
• Medical Billing Services
20,000 Providers Nationwide
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Discover Kareo’s Role
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Kareo Marketplace
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Intuit Demandforce syncs with your
Kareo software to automate patient
communication including automatic
feedback collection and syndication
across the web.
Exclusive pricing for all of those attending this presentation.
Request a demo at demandforce.com/kareo
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Automatically Collect Feedback
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Patient Feedback & Reviews
• Feedback request automatically sent in Thank You email
• No login necessary for patients
• Approximately 25% of patients complete survey or review
• Reviews automatically pushed to sites including Facebook, Google, Bing & Citysearch
Easily manage
reviews all in
one place
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Customizable Private Survey
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Discover Kareo’s Role
Customizable Scheduling
Phone & Email Reminders
Clear Patient Statements (Print and Online)
Patient Payment Options
Online Appt. Scheduling through ZocDoc
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Let’s Answer Your Questions
888.775.2736 x1
Kareo.com/Chat