The Next Generation of Survey Protocols

1. The Next Generation of Survey Protocols

2. what is state of the art for mailed surveys? • When 75-80% of your patients throw your survey away, is thatstate of the art? • When you pay 25-35% more per completed survey, is that state of the art? • When you have to wait several months for the results of a mailed survey, is thatstate of the art?

3. what is state of the art? State of the art is… • … reducing the cost for a typical mailed patient satisfaction survey and reporting by 25 to 35% and the cost of live operator surveysby 50% to 75% Example If you pay $2.05 per mailed survey (including survey data entry), have a 20% response rate and add the typical $0.75 for report costs per completed survey, you’re actually paying $11.00 per completed survey.MTC’s Hybrid Protocol is less than half that cost.

4. what is state of the art? State of the art is… The True Cost of Mailed Surveys Response Rate/Participation Rate = % of Surveys Completed and Returned as a Percentage of Those Mailed Out

5. what is state of the art? State of the art is… • … When you Pay for Performance – you only pay for completed surveys Example With mailed surveys you pay for each survey attempt. The lower the response rate, the higher the cost per completed survey. With MTC’s Hybrid Protocol you only pay for completed surveys. You Pay for Performance.

6. what is state of the art? State of the art is… • … a superior participation rate that gives credibility and allows you to reliably project survey results over the whole population. • Credibility comes when your survey participation rate equals or exceeds the Gold Standards set by CAHPS or California’s Pay For Performance survey protocols. (35% - 60% survey participation rates) • No more, “The response rate was too low so you can’t say my score is accurate or unbiased.”

7. what is state of the art? State of the art is… … a complete patient satisfaction management report on the previous month’s patient visits within days of the close of the month. No more waiting 2 – 4+ months between the patient visit and the survey report. Example Camino Medical Group, one of our clients, received their report for August visits on September 8th. How long does your survey vendor take to deliver a complete patient satisfaction report on visits from last month? Timely management metrics are more valuable in change management than old data.

8. what is state of the art? State of the art is… … consistent and predictable “n” sizes. for each provider, location, specialty or division. The Mailed Survey Under/Over Sampling Problem: Too many responses for any one provider wastes money. Too few responses diminishes the survey credibility because of bipolar skewing of patient opinions. (An over representation of very satisfied or very dissatisfied patients in a low response rate survey.) MTC’s Hybrid Protocol saves money and preserves the integrity of your survey by stopping when goals are met and continuing to survey when individual physician response rates are lower – all for a fixed price per completed survey.

9. what is state of the art? State of the art is… … a survey methodology that is not self-serving and cannot be manipulated by providers, office staff or patients. Comment: Even well managed in-house surveys are subject to suspicion of being able to be manipulated. Self-selection by patients of survey opportunities introduces another negative bias. MTC handles all the database de-duplicating, randomization and selection management protocols to ensure a statistically significant and credible result.

10. what is state of the art? State of the art is… … a “Green” survey methodology. When you compare the environmental impact in the paper production, the processing, the mailing and the delivery of thousands of surveys or a telephone call, which has a greater environmental impact?

11. what is state of the art? State of the art is… • lower cost and higher participation rates • timely reports with clear and actionable data to facilitate and support positive behavior change • comprehensive and customizable surveys and reports to meet your specific needs • simple and convenient methods of surveying that patients vastly prefer over mailed surveys State of the art is the MTC Hybrid Survey Protocol

12. our innovative approach Our live operators call the patients at home, ascertain that the patient remembers the visit, explain the purpose of the survey and ask the patient to participate in the survey. They are then transferred to an automated survey using Interactive Voice Response (IVR). The patient hears recorded survey questions and answers them using their telephone keypad. The patients may also be given the option of digitally recording comments during “open-ended” questions.

13. our innovative approach Each patient hears exactly the same question worded exactly the same way. This eliminates operator leading bias and creates a high level of data creditability and precision. Patients prefer this method, as can be seen in our outstanding participation rate – survey participation rates between 40% and 70% are typical. This hybrid of live operator and IVR keeps our participation rate high and the per survey cost of data collection low.

14. our innovative approach Our “Red Alert” feature allows you to set “trigger” points for negative responses; receive an email within seconds of the survey completion and log on to a secure Web site for complete response information so you can make an informed and effective service recovery call.

15. our innovative approach National Normative Database: • Comparing to other physicians and groups can be a useful tool for motivating change and choosing where to apply resources. MTC offers national normative database comparison reports at no additional charge: • Group/Facility/Location/Specialty/Provider Reports • Normative comparisons using specialty and overall provider mean scores • Detail reports by question and graphical summaries

16. our innovative approach

17. our innovative approach Reports: • We offer custom: • Printed reports • Web reports • Excel reports • PDF reports • Database extracts for in-house reporting systems.

18. what makes us different? Behavior change depends on timely and credible data. If the data isn’t timely, doesn’t have a high participation rate and a sufficient “n” value, physicians don’t find the data to be credible. We deliver results more quickly than any mailed survey and at a much lower cost. It is the best of all worlds. • Partial Client List • Camino Medical Group • Palo Alto Medical Foundation • Santa Cruz Medical Foundation • Physician Associates of the Greater San Gabriel Valley • Mills Peninsula Medical Group • John Muir Medical Group • Facey Medical Group

19. our data collection process • is cost effective • We are generally 25-35% less expensive than mailed surveys. We often save 50% or more when compared to live operator surveys. • is accepted • Our participation rates far exceed mailed surveys. Typically, 40-70% of patients we contact will complete the survey. Senior citizens response rates are among the highest. • is accurate • No partially completed “bubbles” that need to be marked by staff. There is no inadvertent “leading” or “influencing” of responses that can happen with live operators asking the questions.

20. our data collection process • is scalable • We can do 500 or 500,000 surveys using our system. Our live operators are five times more productive than a live operator survey done without Interactive Voice Response. • is tested • More than 500,000 surveys have been collected using this method, covering in excess of 3,200 physicians. • is credible • Timely reports received within weeks of a visit are more believable than reports received months after the date of service. Further, low response rates with mailed surveys can create an overly positive skewing of responses where those who are very satisfied are over represented in the data – resulting in inflating scores.

21. our data collection process • is flexible • Questions can be added or changed in a single day, and the modified survey put in the field immediately. No loss of time or wasted forms. • is precise • Clients receive exactly the desired number of surveys per physician or department. • is reliable • Our customers love our consistent results. They do not have over-sampling or under-sampling problems common with mailed surveys.

22. our data collection process • isn’t it time? • Simply put, we offer a premium survey system that produces the most accurate and timely results and reports at the most competitive price. • We deliver exceptional care and customer service to our clients by providing new tools and improved management metrics to motivate physicians, providers and their staff to deliver the highest quality of customer service.

23. contact us If this service makes sense to you and you would like more information, please call: Guy Swenson President gswenson@mtchealth.com Dale May National Sales Manager dmay@mtchealth.com Management and Technology Consultants 7545 Rockville Road Indianapolis IN, 46214 Phone: (317)272-0068 or (800)295- 9681 Fax: (317) 272-0069