Patient Satisfaction Surveys - Who Can Help?

Patient satisfaction surveys can help to identify "gaps" in your practice's services and develop an action plan to make improvements in those specific areas. Surveys can either be created using a paper tool or electronically - possibly using an iPad in your office. The electronic version offers you real time feedback to share with staff, and eliminates the time office personnel must manually re-enter data to analyze.
 
Surveys can also be created to ask general questions about the practice - or can get specific to an area like triage, scheduling, laboratory services, etc.
  
But how do you start creating that survey? There are services that offer HIPAA-compliant patient satisfaction surveys, as well as customization.
 
Survey Monkey :  The basic survey is free and they have a bank of survey questions, including questions asked under a CAHPS (Consumer Assessment of Healthcare Providers and Systems) survey. Under the basic service, you can design your survey, send the survey via email or link to your website, and you will see an analysis of responses, allowing you to filter and graph your results. With their upgraded service, you can remove the Survey Monkey URL and create one specific to your practice, add your logo and export your results to Excel. For more information on their levels of service, and sample templates for surveys, visit: https://www.surveymonkey.com/mp/patient-satisfaction-survey/.
 
Bivarus : Bivarus uses no more than 10 questions for patient surveys, with the questions being asked determined by an algorithm related to the patient's encounter from your EMR. Surveys are sent to patients via email or text. Their claim is that "Because surveys are targeted and brief, patient response rates are 3x to 5x higher than traditional approaches." Their costs are based on the number of providers, not the number of surveys distributed. For more information and videos demonstrating their process, visit: https://bivarus.com/.
  
If your practice hopes to use the survey results for MIPS reporting, you should check that the platform is a CMS-approved Qualified Clinical Data Registry (QCDR) and satisfies requirements for MIPS reporting.
 

This information taken from a Practice Optimization Webinar Series: Patient Satisfaction Surveys: Opinions That Matter Most, presented in August 2017.

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