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Nothing But the Facts: Find Out What Your Patients Really Think
 

Nothing But the Facts: Find Out What Your Patients Really Think

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Recorded webinar: http://www.kareo.com/resources/webinars ...

Recorded webinar: http://www.kareo.com/resources/webinars

The world of medicine has changed. It isn’t simply about finding out what’s the matter with your patients anymore. To stay competitive, you have to understand what really matters to your patients. And you can do that by surveying your patients to get their feedback. In this webinar you’ll learn how to become an expert on patient surveys—what they are, different ways to survey, and how to get the most from the information you collect.

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    Nothing But the Facts: Find Out What Your Patients Really Think Nothing But the Facts: Find Out What Your Patients Really Think Presentation Transcript

    • Find Out What Your Patients Really Think PAGE PAGE 11 KAREO | & CONFIDENTIAL © Capko Morgan @GoKareo; #KareoTip
    • Your Hosts Today… Judy Capko Capko & Company Lea Chatham Content Marketing Manager, Kareo PAGE 2 © Capko & Morgan @GoKareo; #KareoTip
    • Participate via Social 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 Twitter.com/GoKareo Facebook.com/GoKareo Linkedin.com/company/Kareo PAGE 3 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 4 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • 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 Capko & Company www.capko.com/blog judy@capko.com 805-499-9203  Judy authored best-selling book Secrets of the Best-Run Practices  New book The Patient-Centered Payoff just released! PAGE 5 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 6 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. PAGE 7 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • 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 PAGE 8 KAREO | CONFIDENTIAL © Capko & Morgan 2013
    • 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 PAGE 9 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • 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… PAGE 10 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • Get the Facts Conducting Patient Satisfaction Surveys © Capko & Morgan 2013
    • Qualitative Studies  Goes deeper, smaller pool  Finds out details, good for trouble shooting  Creative solutions from consumer  May find answers to unasked questions PAGE 12 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • Quantitative Surveys  Pulls from many patients  Patterns  Over time  More dependable  Big picture PAGE 13 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • 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 PAGE 14 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • 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 PAGE 15 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • Develop a Survey that Gets to Their Needs Team Culture Service • • • • • 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 Communication • • • • • Greet me with kindness Listen to me Talk with me Tell me what’s wrong Let me know what to expect Choices and Support PAGE 16 KAREO | CONFIDENTIAL • Give me care choices • Give me support & resources • Give me ways to stay in touch © Capko & Morgan 2013 @GoKareo; #KareoTip
    • 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 PAGE 17 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • The Lickert Scale  Most widely used survey metric  5 Point scale – two positives, two negatives Strongly Agree Agree Uncertain Disagree Strongly Disagree 1 2 3 5 4  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. PAGE 18 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • 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 PAGE 19 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • Gather and Use Survey Results Wisely Patient complaints are a gift! © Capko & Morgan 2013
    • 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 PAGE 21 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • 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? PAGE 22 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • 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 PAGE 23 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • Patient Satisfaction—The Patient’s Perspective It’s all about everyone working together to provide an awesome patient experience. PAGE 24 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @GoKareo; #KareoTip
    • 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!” PAGE 25 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @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 PAGE 26 KAREO | CONFIDENTIAL © Capko & Morgan 2013 @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 27 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • Discover Kareo’s Role …Make Your Practice a Best Practice!” PAGE 28 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • 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 PAGE 29 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • Discover Kareo’s Role PAGE 30 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • Kareo Marketplace PAGE 31 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • 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 PAGE 32 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • Automatically Collect Feedback PAGE 33 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • 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 PAGE 34 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • Customizable Private Survey PAGE 35 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • Discover Kareo’s Role  Customizable Scheduling  Phone & Email Reminders  Clear Patient Statements (Print and Online)  Patient Payment Options  Online Appt. Scheduling through ZocDoc PAGE 36 KAREO | CONFIDENTIAL @GoKareo; #KareoTip
    • Let’s Answer Your Questions 888.775.2736 x1 sales@kareo.com Kareo.com/Chat PAGE 37 KAREO | CONFIDENTIAL @GoKareo; #KareoTip