What’s the value of a digital patient experience survey provided at the point of care?

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Many physician groups are working with a vendor like HealthStream, Press Ganey, or Avatar to administer CG CAHPS. While the CAHPS Clinician & Group Survey is an important component of PQRS, and the future MACRA Quality domain, practice leaders often gripe that these surveys are time-consuming for patients and that participation rates are less than desirable.

So what are the benefits of administering a digital survey at the point of care, when patients are about to leave?

It turns out there are many:

  1. Real-time business intelligence. By making a survey available at check out (or in the exam room) on an iPad or digital device at the end of a visit, practices can ensure they’re receiving the most up-to-date information. It takes time for patients to respond to surveys they receive in the mail, if they even bother to fill out surveys and stamp them. Emailed surveys require practices to obtain a significant number of patient email addresses and the surveys often compete for inbox space (aka “email fatigue”).
  2. Higher volume of patient feedback. While CMS recommends that practices capture a 40% response rate with CG CAHPS, most practices struggle to achieve a 20% response rate. Point of care surveys boost this response rate, as there is a more “captive audience” in the practice setting before patients leave and skim through emails, texts, and mail.
  3. Practice improvement efficiencies. Can’t decide whether to invest in technology that might update patients on wait time or purchase that water cooler for the reception area? More patient feedback, in real time, is valuable here. A real-time analytics platform provides up-to-date patient experience insights from a high volume of patients, assisting practice improvement project efforts.
  4. Customization. The ability to customize questions (versus CG CAHPS) should not be overlooked. For example, physician groups can ask patients specifically how they rank different amenities or whether they’ve signed up for a patient portal. Practices and clinics may also rotate focus topics each quarter, once they feel they have captured adequate information on a topic.
  5. CG CAHPS service recovery. Patient experience questions can provide helpful insights into how or why a patient might be highly satisfied or dissatisfied with an experience. A higher volume of real-time feedback also enables efficient service recovery, leading to better patient perceptions of an experience.

To learn how your organization can use CipherKiosk for Point of Care surveys, contact us today.

CipherHealth empowers providers across the care continuum to deliver enhanced patient experiences and communications through a modular, comprehensive patient engagement technology platform.