nothing but the facts: find out what your patients really think

© Capko & Morgan @GoKareo; #KareoTip PAGE 1 KAREO | CONFIDENTIAL

Find Out What Your Patients Really Think

© Capko & Morgan @GoKareo; #KareoTip

Your Hosts Today…

Judy Capko Capko & Company

Lea Chatham Content Marketing Manager, Kareo

KAREO | CONFIDENTIAL @GoKareo; #KareoTip

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


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


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

[email protected]

805-499-9203

http://www.capko.com/blog






4 Answer Questions


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

KAREO | CONFIDENTIAL

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



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



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…


Get the Facts

Conducting Patient Satisfaction Surveys



Qualitative Studies

Goes deeper, smaller pool

Finds out details, good for trouble shooting

Creative solutions from consumer

May find answers to unasked questions



Quantitative Surveys

Pulls from many patients

Patterns

Over time

More dependable

Big picture



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



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



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



Key Survey Success Pointers

Short and sweet

WIIFM

Give them a reason— gift card

Make it soon after the visit— people have short memories


Photo courtesy Brett Neilson


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


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




Gather and Use Survey Results Wisely

Patient complaints are a gift!



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



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?



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



Patient Satisfaction—The Patient’s Perspective


It’s all about everyone working together to provide an awesome patient experience.


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!”



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







4 Answer Questions


Discover Kareo’s Role

…Make Your Practice a Best Practice!”



• Cloud-based

• Medical Billing

• Patient Payment Services

• Insurance Billing & Remittance

• Scheduling & Practice Management

• Electronic Health Records

• Medical Billing Services

20,000 Providers Nationwide


Kareo Marketplace


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


Automatically Collect Feedback


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


Customizable Private Survey



Customizable Scheduling

Phone & Email Reminders

Clear Patient Statements (Print and Online)

Patient Payment Options

Online Appt. Scheduling through ZocDoc


Let’s Answer Your Questions

888.775.2736 x1

[email protected]

Kareo.com/Chat

mailto:[email protected]

http://www.kareo.com/chat

nothing but the facts: find out what your patients really think

Health & Medicine