MUSC Health Ambulatory Patient & Family Advisory Council

April 16, 2014Location: East Cooper

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Agenda1. Overview: Mikelyn McGinnis 

2. CG CAHPS Summary: Nanci Balassone & Dianne Thesing

3. Service Expectation Skit: Kathryn Roberts & Mikelyn

McGinnis

4. Diving Down Into Office Staff: Mikelyn McGinnis

5. Secret Shopper: Mikelyn McGinnis

6. Next Meeting & End of Year Celebration

7. Questions

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Overview

CG-CAHPS: Clinician & Group(Consumer Assessment of Healthcare providers and systems)

- Survey to assess patient’s recent experience with a provider & staff in an office setting (outpatient)

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CG CAHPS Summary Comparison

Nanci Balassone & Dianne Thesing

FY'14 CG CAHPS by Item - FYTD 2/28/14

Report Run Date - 3/3/14Outreach Sumamry

East Cooper

North Charleston

West Ashley

N - surveys 75th %tile 90th %tile 1,725 801 593 331

Access to Care (Overall composite result) 66.72 72.43 61.84 62.44 65.43 53.94

66.25 70.26 65.43 57.30

72.59 73.66 73.02 68.63

59.82 58.11 62.79 59.78

65.17 64.44 75.00 50.00

45.37 45.71 50.89 33.96

Provder Communication (Overall composite result) 92.47 93.73 90.67 91.15 90.72 89.35

91.86 91.89 93.39 88.84

92.49 93.13 92.76 90.30

90.69 90.52 91.08 90.43

85.81 87.19 83.24 87.17

93.63 94.08 93.77 92.16

89.56 90.09 90.06 87.22

Offi ce Staff (Overall composite result) 93.54 94.37 92.90 92.39 94.73 90.71

91.28 90.80 93.77 87.73

94.51 93.97 95.69 93.68

Did someone from this provider's office follow up to give you those results?

92.71 94.88 80.15 77.86 85.93 78.69

What number would you use to rate this provider? 83.90 85.88 83.74 83.82 84.84 81.44

Would you recommend this provider's office to family & friends? 91.72 93.43 90.65 90.46 91.14 90.23

Composites meeting goal - at or above 75th %tile 0 0 2 0

Composite Targets

When you phoned..to get an appt you needed right way, how often did you get an appt as soon as you needed?When you made an appt for a check-up/routine care, how often did you get an appt as soon as you needed?When you phoned during regular office hours, how often did you get an answer to your medical question that same day?When you phoned after regular office hrs, how often did you get an answer to your medical question as soon as you needed?

Access to Care (Last 12 months...)

How often did you see this provider within 15 minutes of your appt time?

Did this provider explain things in a way that was easy to understand?

Did this provider listen carefully to you?

Did this provider give you easy to understand instructions about taking care of these health questions or concerns?

Did this provider seem to know the important information about your medical history?

Did this provider show respect for what you had to say?

Willingness to Recommend

Overall Provider Rating

Follow Up on Test Results

Office Staff (Most recent visit...)

Provider Communication (Most recent visit...)

Did this provider spend enough time with you?

Were clerks and receptionists at this provider's office as helpful as you thought they should be?

Did clerks and receptionists at this provider's office treat you with courtesy and respect?

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FY'14 CG CAHPS by Item - FYTD 3/31/14

Report Run Date - 4/1/14Outreach Sumamry

East Cooper

North Charleston

West Ashley

N - surveys 75th %tile 90th %tile 2,031 959 703 369

Access to Care (Overall composite result) 66.72 72.43 62.42 62.95 66.41 53.47

67.20 70.41 68.25 57.14

72.99 74.21 73.73 67.63

60.00 56.92 64.90 60.38

66.35 66.67 75.76 47.06

45.58 46.54 49.43 35.12

Provder Communication (Overall composite result) 92.47 93.73 90.77 91.06 91.05 89.40

92.00 91.86 93.46 89.34

92.65 93.19 93.03 90.40

90.77 90.44 91.48 90.35

85.73 86.59 83.82 87.29

93.84 94.36 94.02 92.05

89.62 89.94 90.47 87.00

Offi ce Staff (Overall composite result) 93.54 94.37 92.86 91.87 94.91 91.42

91.07 89.93 94.03 88.45

94.65 93.91 95.78 94.39

Did someone from this provider's office follow up to give you those results?

92.71 94.88 80.46 78.69 85.98 77.86

What number would you use to rate this provider? 83.90 85.88 83.62 83.72 84.53 81.48

Would you recommend this provider's office to family & friends? 91.72 93.43 90.65 90.37 91.21 90.27

Composites meeting goal - at or above 75th %tile 0 0 2 0

Composite Targets

When you phoned..to get an appt you needed right way, how often did you get an appt as soon as you needed?When you made an appt for a check-up/routine care, how often did you get an appt as soon as you needed?When you phoned during regular office hours, how often did you get an answer to your medical question that same day?When you phoned after regular office hrs, how often did you get an answer to your medical question as soon as you needed?

Access to Care (Last 12 months...)

How often did you see this provider within 15 minutes of your appt time?

Did this provider explain things in a way that was easy to understand?

Did this provider listen carefully to you?

Did this provider give you easy to understand instructions about taking care of these health questions or concerns?

Did this provider seem to know the important information about your medical history?

Did this provider show respect for what you had to say?

Willingness to Recommend

Overall Provider Rating

Follow Up on Test Results

Office Staff (Most recent visit...)

Provider Communication (Most recent visit...)

Did this provider spend enough time with you?

Were clerks and receptionists at this provider's office as helpful as you thought they should be?

Did clerks and receptionists at this provider's office treat you with courtesy and respect?

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CG CAHPS: Office Staff Composite

Mikelyn McGinnis

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Office Staff Composite Questions

1. Were clerks and receptionists at this providers’ office as helpful as you thought they should be?

2. Did clerks and receptionists at this provider’s office treat you with courtesy and respect?

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FY'14 CG CAHPS by Item - FYTD 3/31/14

Report Run Date - 4/1/14Outreach Sumamry

East Cooper

North Charleston

West Ashley

N - surveys 75th %tile 90th %tile 2,031 959 703 369

Offi ce Staff (Overall composite result) 93.54 94.37 92.86 91.87 94.91 91.42

91.07 89.93 94.03 88.45

94.65 93.91 95.78 94.39

Composite Targets

Office Staff (Most recent visit...)

Were clerks and receptionists at this provider's office as helpful as you thought they should be?

Did clerks and receptionists at this provider's office treat you with courtesy and respect?

We Need Your Help!

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End of Year Celebration:

When: Thursday, June 5, 2014 Where: MUSC Health East CooperTime: 5:30pm

Next Council Meeting:

When: Wednesday, May 22, 2014Where: MUSC Health East CooperTime: 11:30am

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Questions