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135K

Patients Completed Satisfaction Surveys1

599

Providers Received Patient Feedback

93%

Likelihood to Recommend2

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Case Study
Client: Sutter Independent Physicians

Achieving 7% Higher Patient Satisfaction Scores Using Voice-of-Patient Surveying With CipherKiosk

We opted to select Cipher to be our partner in this process because we really wanted to provide a tool for our physician membership that was a reporting solution that enhanced not just our quality initiatives but really differentiated our independent community physicians against our competitors in the region.

Debbie Young
Manager, Service Excellence
Sutter Independent Physicians

135K

Patients Completed Satisfaction Surveys1

599

Providers Received Patient Feedback

93%

Likelihood to Recommend2

BACKGROUND

Sutter Independent Physicians (SIP) partners with over 500 independent primary and specialty care physician practices to deliver patient care to the Sacramento Valley area.

Using CipherKiosk, SIP sought to:
  1. Capture more patient survey responses using a combination of email and SMS
  2. Expand provider engagement in SIP’s performance improvement initiatives by removing participation barriers
  3. Improve provider performance on patient satisfaction ratings
HIGHLIGHTS
  • Point-of-service data collection reduced barriers for physicians to participate in performance incentives and drove improvement at all levels of a practice. Total providers surveyed overall increased by 22%.
  • On average, SIP’s independently owned providers had 7% higher patient satisfaction, compared to peer medical groups that did not regularly capture pointof- service feedback.
  • The average number of surveys completed per provider and “Likelihood to Recommend” results nearly doubled for physicians.

Deliver more personal, intelligent and timely care
Get Started