1. EVIDENCE-BASED SERVICE STRATEGIES: Turn your patient survey data into dollars! Nevada MGMA State Conference May 15, 2015

2. Learning Objectives Learn the basis of the CMS patient experience bonus Learn which questions are most predictive of high scores Outline strategies for ensuring top-box ratings and maximum patient experience bonuses

3. Setting the Stage Affordable Care Act: The Triple Aim Improved outcomes Lower cost Better patient experience and engagement

4. How does the Centers for Medicare and Medicaid Services (CMS) measure patient experience?

9. Key “Outcomes” Studied Patient Experience =

10. Linear Regression Analysis

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12. Learn where to focus priorities.

13. Linear Regression Analysis Learn where to focus priorities.

14. Key “Outcomes” Studied Patient Experience =

15. Survey Items Most Predictive of Key “Outcomes” Primary Care Database n = 467,147

16. Overall Satisfaction with Practice Signage and directions easy to follow Helpfulness of the receptionist/office staff Overall comfort Taking time to answer your questions Thoroughness of the examination

17. Survey Items Most Predictive of Key “Outcomes” Primary Care Database n = 467,147 Would Recommend Provider to Others Helpfulness of the receptionist/office staff Waiting time in the exam room Getting care as soon as you needed it Knowledge of important information about your medical history Helpfulness of the people who assisted with billing/insurance

18. Survey Items Most Predictive of Key “Outcomes” Specialty Database n = 493,949

19. Overall Satisfaction with Practice Helpfulness of the receptionist/office staff Signage and directions easy to follow Answering your questions in a way that was easy to understand Helpfulness of people who assisted with billing/insurance Willingness to listen carefully to you

20. Survey Items Most Predictive of Key “Outcomes” Specialty Database n = 493,949 Would Recommend Provider to Others Waiting time in the exam room Helpfulness of the receptionist/office staff Knowledge of important information about your medical history Answering your questions in a way that was easy to understand Willingness to listen carefully to you

21. Patient Experience Items Primary Care and Specialty Databases 20 PCPPCPSpecialtySpecialty

22. Top seven items MOST predictive of key “outcomes” Signage and directions easy to follow Helpfulness of the receptionist/office staff Waiting time in the exam room Knowledge of important information about your medical history Helpfulness of the people who assisted with billing/insurance Answering your questions in a way that was easy to understand Willingness to listen carefully to you

23. Service strategies are C.L.E.A.R. C C onnect L L isten E E xplain A A sk R R econnect 22 Star-studded Service: Six Steps to Winning Patient Satisfaction, K. Sullivan, M. Luallin, MGMA Publications, 2013

24. Service strategies are C.L.E.A.R. C C onnect Signage – clear; visible; accurate 23 Star-studded Service: Six Steps to Winning Patient Satisfaction, K. Sullivan, M. Luallin, MGMA Publications, 2013

25. Posted in the reception area of John Toth, MD, Concord, CA

26. Service strategies are C.L.E.A.R. C C onnect Schedulers: ask, “Do you know where we’re located?” Receptionists: welcome new patients; acknowledge second/third person in line Billing staff: introduce themselves; be cordial Providers: thank patients for waiting; review past history ahead of time or with patient Everyone: SMILE; wear name tags

27. Service strategies are C.L.E.A.R. L L isten All: Give good eye contact; be aware of EMR Respond empathetically “I’m sorry to hear that.” “That must be tough/frustrating!” “I can understand why you’d be worried.”

28. Service strategies are C.L.E.A.R. E E xplain Receptionists: inform patients of wait times; offer options for rescheduling Billing staff: use plain English not acronyms or jargon (EOB; “pre-auth”) Medical Assistants: explain who they are and what will happen next Providers: use non-technical terms

29. Service strategies are C.L.E.A.R. A A sk Medical Assistants: “Is there anything I can do to make you comfortable while you wait?” Receptionists: “May I help you?” Schedulers/others: “Is there anything else I can help you with?” Providers from seated position: “What other questions can I answer for you?”

30. Service strategies are C.L.E.A.R. R R econnect Medical Assistants: Check on patient in exam room every 10-15 minutes All: use parting comment as patient leaves. “Take care.”

31. Service strategies are C.L.E.A.R. C C onnect L L isten E E xplain A A sk R R econnect 30 Star-studded Service: Six Steps to Winning Patient Satisfaction, K. Sullivan, M. Luallin, MGMA Publications, 2013

32. Thank you! Meryl@SullivanLuallinGroup.com