Posts Tagged ‘Patient Satisfaction’

Infographic: Is Your Poor Patient Experience Breaking the Bank?

July 3rd, 2017 by Melanie Matthews

Patients who receive a poor experience with a particular organization are increasingly likely to take their healthcare needs—and the revenue associated with them— to a competing facility, according to Stericycle Communications Solutions.

The infographic examines the costs associated with patient leakage and common causes of patient dissatisfaction.

UnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs.

Armed with data from its Press Ganey and CAHPS® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan, a 45-minute webinar on July 27th at 1:30 pm Eastern, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, will share how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Infographic: Patient Wait Time Trends

March 27th, 2017 by Melanie Matthews

Patients are spending less time waiting to see a doctor compared to six years ago, according to a new infographic by Vitals.

The infographic examines what has lead to decreased wait times, the effect of wait times on physician ratings and cities with the shortest and longest wait times.

Patient-centric interventions like population health management, health coaching, home visits and telephonic outreach are designed to engage individuals in health self-management—contributing to healthier clinical and financial results in healthcare’s value-based reimbursement climate.

But when organizations consistently rank patient engagement as their most critical care challenge, as hundreds have in response to HIN benchmark surveys, which strategies will help to bring about the desired health behavior change in high-risk populations?

9 Protocols to Promote Patient Engagement in High-Risk, High-Cost Populations presents a collection of tactics that are successfully activating the most resistant, hard-to-engage patients and health plan members in chronic condition management. Whether an organization refers to this population segment as high-risk, high-cost, clinically complex, high-utilizer or simply top-of-the-pyramid ‘VIPs,’ the touch points and technologies in this resource will recharge their care coordination approach.

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Infographic: State of the Consumer Healthcare Experience

January 27th, 2017 by Melanie Matthews

State of the Consumer Healthcare Experience

More than ever, consumers must make difficult choices while trying to navigate through a complex and fragmented healthcare system, often while they are hurting and feeling sick, stressed and overwhelmed. To better understand what people think about their role as the “CEO of their healthcare,” Accolade created the Consumer Healthcare Experience Index, which sheds light on how individuals are making health-related decisions, what’s impacting these decisions and where they need the most help.

A new infographic by Accolade examines the hurdles that patients face that can impact the patient experience and how healthcare organizations can address these hurdles.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health SystemIntermountain Healthcare’s strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain’s multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

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Infographic: The Power of the First Call in the Patient Experience

June 1st, 2016 by Melanie Matthews

There are several distinct elements of a phone call that will determine a patient’s experience, according to the Baird Group, which conducts mystery-shopping assessments via the phone. The Baird Group has collected data from thousands of mystery shopping phone calls to healthcare organizations throughout the country, and found the good, the bad and the downright ugly.

The Baird Group created an infographic that gives a visual summary of the findings—one of the most startling findings is that 35 percent of first time callers are not likely to return.

Transformational patient-centered models emerging post-ACA are designed to succeed with a core of engaged, activated patients, yet enlistment of individuals in chronic care management, telehealth and other health enhancement interventions continues to challenge the healthcare industry.

2015 Healthcare Benchmarks: Patient Engagement documents strategies, program components, successes and challenges of engaging patients and health plan members in self-care from 133 organizations responding to the 2015 Patient Engagement survey by the Healthcare Intelligence Network.

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Infographic: Keys to Unlocking Patient Satisfaction

May 20th, 2016 by Melanie Matthews

Healthcare providers are taking a number of steps to improve patient satisfaction, according to an infographic by PatientSafe Solutions.

The infographic outlines the keys to patient satisfaction across three patient touchpoints—face-to-face visits, online and in-office.

Intermountain Healthcare’s strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain’s multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

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Infographic: Increasing Hospital Revenue with Wayfinding Mobile App

March 23rd, 2016 by Melanie Matthews

When patients get lost, they don’t just end up late to their appointments. They also arrive (if they do arrive) stressed and anxious—possibly even angry. Late appointments can back up schedules, hinder necessary administrative processes and create costly inefficiencies, according to a new infographic by Phunware.

The infographic illustrates how a wayfinding hospital app can: improve appointment flow and compliance; streamline administrative processes; and alleviate expensive inefficiencies.

2016 Healthcare Benchmarks: Digital HealthDigital health, also referred to as ‘connected health,’ leverages technology to help identify, track and manage health problems and challenges faced by patients. Person-centric health management is slowly acknowledging the device-driven lives of patients and health plan members and incorporating these tools into care delivery and management efforts.

2016 Healthcare Benchmarks: Digital Health examines program goals, platforms, components, development strategies, target populations and health conditions, patient engagement metrics, results and challenges reported by healthcare organizations responding to the February 2016 Digital Health survey by the Healthcare Intelligence Network.

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Infographic: Improving Patient Satisfaction

January 25th, 2016 by Melanie Matthews

Provider-led changes can have a significant impact on patient satisfaction rates, according to a new infographic by PatientSafe Solutions.

The infographic outlines how communication is key to unlocking patient satisfaction via face-to-face visits, online touchpoints and provider office interactions.

Intermountain Healthcare’s strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain’s multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

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Infographic: Coordinated Care Models Needed for Cancer Care

September 28th, 2015 by Melanie Matthews

Coordinated Care Models Needed for Cancer Care

Overall satisfaction among cancer patients and caregivers with the care they received has improved significantly since the 2012, according to new data from the 2015 Cancer Experience: A National Study of Patients and Caregivers, reflected in a new infographic.

The survey results also mirror the ongoing national healthcare debate and reveal significant gaps between patients’ expectations and the quality of care they receive. While having access to advanced oncology therapies is important, survey respondents indicated that healthcare providers need to address their dissatisfaction with the lack of care coordination, confusion and frustration surrounding healthcare terminology (literacy), and the inability to obtain timely information from their care team.

The infographic drills down on these survey results and examines how healthcare providers can respond to these patient concerns.

Anthem's Cancer Care Quality Program: Pathways to Improve Care and Reduce CostsDespite enormous innovations in the field, average costs for oncology drugs are skyrocketing and thousands of people in the U.S. die from cancer each week. Some payers, including Anthem, Inc., have turned to the use of pathways in an effort to make sure patients get the most appropriate evidence-based care that is still cost-effective.

Anthem’s Cancer Care Quality Program: Pathways to Improve Care and Reduce Costs discusses the specifics of the insurer’s Cancer Care Quality Program, its expectations in terms of outcomes and cost control, lessons it has learned and changes already made in the initial plans.

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Infographic: Medicare Advantage Patient Satisfaction, Quality of Care

February 27th, 2015 by Melanie Matthews

Medicare Advantage beneficiaries are overwhelmingly satisfied with the coverage the plans provide, according to a new AHIP infographic.

The infographic breaks down satisfaction scores by beneficiaries among six key measures and looks at the impact of Medicare Advantage plans on readmission rates and clinical quality measures.

Physician Reimbursement for Chronic Care Management: Identifying New Practice Revenue OpportunitiesStarting this year, Medicare is reimbursing physician practices for select Chronic Care Management (CCM) services not previously eligible for reimbursement, underscoring the vital role of care management in primary care.

Physician Reimbursement for Chronic Care Management: Identifying New Practice Revenue Opportunities offers practical guidance to prepare physician practices to maximize CCM reimbursement in the year ahead.

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Maturity of Physician Compensation Models from Fee-for-Service to Value-Based

October 9th, 2014 by Cheryl Miller

To be successful, a physician compensation model must mature slowly, as it moves from fee-for-service (FFS) to a productivity-based model to salary with performance incentives, where many organizations are today, says Cynthia Kilroy, senior vice president of provider strategy and business development at Optum. Here, she describes the steps that need to be taken.

As you move and mature from a clinical transformation perspective, you need to balance the financial risk transformation as well. If you get off kilter on any of those, then you are going to be off balance.

Early on in clinical and financial risk transformation, you are seeing more of the FFS and a FFS with pay-for-performance (PFP). When you start to move up, organizations typically start with salary guarantee. That salary is driven by productivity. It is usually a year that organizations support that, then you move up to productivity with a guarantee.

Finally, organizations are providing compensation based on productivity. As you start to move into these risk contracts and as the market matures, you need to look at productivity with a performance incentive. These are systems to find their alliance with the market, and they should be aligned with your payor contracts. Each payor typically likes to have its own incentives. You need to align the incentives the payor is focusing on and have your physicians focus on them as well, because if they are not in sync, you are not going to meet your ultimate goals of shared savings or even gain-sharing.

The other key question is, what can the organization achieve? We can put numbers out there and measure incentives, but if we do not think we are going to be able to achieve it, we need to be realistic about what can be measured. What is realistic to change reimbursement for compensation from a physician perspective? That is a key area as you start that inflection point.

Ultimately you start to see a larger percent of incentives. This is where you start to shift from maybe 5 or 10 percent, where there is more skin in the game. Organizations said change in behavior does not happen until 20 to 25 percent of compensation is tied to incentives.

Then what I see is the employed model, which is a salary with a performance incentive, then moving up to a larger percentage of the salary with the larger percentage from the incentive model.

Regarding the salary with the population incentives, as you start to look at maybe taking capitation, how does that tie into population incentives around efficiency and quality?

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Cynthia Kilroy is the senior vice president of provider strategy for Optum Accountable Care Solutions, where she is responsible for business development, go-to-market strategy, strategic consulting, solution design and cross-company relationships. Her focus is on helping providers navigate the transformation to value-based reimbursement and accountable care models.

Source: 6 Value-Based Physician Reimbursement Models: Action Plans for Alignment, Analytics and Profitability