These days, the Center for Medicare and Medicaid Services (CMS) is implementing the Physician Quality and Reporting System (PQRS) and the dreaded Value-Based Modifier (VBM). While many healthcare organizations are focusing on the dollar bonuses provided by CMS for a variety of clinical outcome measures, too often overlooked is the 30 percent weighting on patient satisfaction. There is little to no expense associated with improving the patient experience. It's simply a matter of knowing which questions on a patient satisfaction survey are most likely to result in the key outcomes of "high overall satisfaction" and "likelihood of recommending the provider."
A regression analysis of patient satisfaction data in the MGMA-SullivanLuallin Group database indicates that there are seven items that are MOST predictive of the key "outcomes" as noted previously. These survey items are:
Strategies for ensuring high scores on the above questions are found in an easy-to-recall acronym: C.L.E.A.R.
Each of the elements of the acronym translates into a series of service "protocols" that will ensure high scores on the seven survey items listed above.
Connect:
Make certain that signage is clear, visible and legible; that schedulers ask, "Do you know where we're located?"; that receptionists greet patients with a smile and acknowledge others in line; and that physicians are prepared with knowledge of patient's history.
Listen:
Ensure that providers and others give good eye contact when asking questions and that they respond empathetically to patients' presenting problems.
Explain:
Make sure that receptionists inform patients of wait times; that medical assistants explain what will happen next; that everyone uses non-technical language and explains things clearly; and that physicians use 3-D models and handouts.
Ask:
Ensure that medical assistants inquire, "Is there anything else I can do to make you comfortable while you wait?"; that billing staff ask, "Is there anything else I can help you with?"; and that care providers ask, "What other questions do you have for me?"
Reconnect:
Have medical assistants frequently reconnect with patients waiting in exam room; and have everyone offer a parting comment to reconnect with departing patients and others.
Using these simple strategies will boost scores in the areas that count most toward maxing CMS bonuses.
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