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

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.