Move the Needle Up!

1. Move the Needle Up! How Great Patient Experiences Can Earn Big Payer Bonuses Presented by Meryl D. Luallin

2. Objectives • Brief description of the CG-CAHPS survey tool and its future • Describe the foolproof way to get doctors on board to boost survey scores • Learn how to analyze survey data to get the biggest bang for your buck • Learn simple, proven strategies for maximizing survey scores and earning top-dollar bonuses

4. How do payers measure patient experience?

9. … pay for performance initiatives are on the horizon for individual physicians… The VBM (Value Based Modifier) Program for providers is being piloted in Iowa, Kansas, Missouri, and Nebraska, and in 2017 will be applied to all payments made to individual providers under Medicare Fee-For-Service. http://www.practicefusion.com/ehrbloggers/2013/02/pay-for-performance-coming-soon-to-a-physician-practice-near-you.

10. … pay for performance initiatives are on the horizon for individual physicians... The VBM (Value Based Modifier) Program for providers is being piloted in Iowa, Kansas, Missouri, and Nebraska, and in 2017 will be applied to all payments made to individual providers under Medicare Fee-For-Service. http://www.practicefusion.com/ehrbloggers/2013/02/pay-for-performance-coming-soon-to-a-physician-practice-near-you

11. So what should we do?

12. So what should we do? Survey transition …

14. Then what should we do?

15. Then what should we do? Focus on the evidence!

16. Linear Regression Analysis

17. Linear Regression Analysis .

18. Linear Regression Analysis Learn where to focus priorities .

19. Linear Regression Analysis Learn where to focus priorities .

20. 4 Key Outcomes Studied Patient Satisfaction =

21. Five Survey Items Most Predictive of 4 Key Outcomes (for Oncology) Also a Key Driver Nationally # Item Description Specific to Oncologists 1 Willingness to listen carefully to you 2 Taking time to answer your questions 3 The thoroughness of the examination 4 Overall comfort of the facility The provider's effort to include you in decision-making regarding your treatment Top Driver for all 4 Key Outcomes 5

22. 4 Key Outcomes Studied Patient Satisfaction =

23. Survey Items Most Predictive of Key Outcomes (for Oncology)

24. Patient Satisfaction ComponentsFor Oncology Practices

25. Patient Satisfaction ComponentsFor Oncology Practices

26. Patient Satisfaction ComponentsFor Oncology Practices

27. Patient Satisfaction Componentsfor Oncology

28. What Does This Mean For Your Practice?

29. The Way to Big Bonuses is C.L.E.A.R. • Connect • Listen • Explain • Ask • Reconnect Star-studded Service: Six Steps to Winning Patient Satisfaction, K. Sullivan, M. Luallin, MGMA Publications, 2013 18

30. Knock before entering the exam room; have a pleasant look on your face (smile!) Connect with the patient

31. Make a positive connection Use (confirm) the patient’s name Acknowledge new patient status Connect with the patient

32. Make a positive impression Introduce yourself (if appropriate) Shake hands (if appropriate) Connect with the patient

33. Use positive body language Be seated immediately Give good eye contact Connect with the patient

34. Connect with the patient • Apologize if late

35. Connect with the patient • Apologize if late • Thank patients for waiting

36. Techniques for Staying on Time • Arrive 15 minutes before the first appointment • Hold a hallway “huddle”

37. Hallway Huddle • Prepare for expected patients: • Test results available • Education materials in room • Referral correspondence available • Financial status okay • Other issues

38. Listento the patient • (Unbriefed) Ask “How can I help you today?” • Allow patients to speak • Respond empathetically

39. Empathetic Responses • “I’m sorry to hear that.” • “That must be tough/frustrating for you.” • “I can understand why you’d be worried.” 34

40. Listento the patient • Ask if there are other issues • Use positive body language (eyes on patient more than on computer or paperwork!) 36

41. Explainto the patient The provider's effort to include you in decision-making regarding your treatment • Provide personalized, written information • Avoid “medicalese” 37

42. Words you’ll never hear a patient say

43. Explain • Avoid “medicalese” • “It could be alcoholic neuropathy.” • “Be sure to hydrate yourself.” • “Your implant has subsided.” • “You can mountain bike to tolerance.” 40

44. Explainto the patient • Explain WHY • Use positive body language • During the exam/procedure, explain what you are doing The provider's effort to include you in decision-making regarding your treatment 41

45. Ask before exiting The provider's effort to include you in decision-making regarding your treatment • Ask, “What do you think of the plan? Does it make sense?” • Ask, “Any reason you won’t be able to follow the plan?” • Ask, “What will you tell ____ when you get home?” • Ask, “What other questions do you have for me?” 42

46. Reconnect for closure • Recap the visit • Stand up • Tell what will happen next • Touch the patient (hand shake; shoulder pat) • Offer a parting comment 43

47. Reconnect for closure • Recap the visit • Stand up • Tell what will happen next • Touch the patient (hand shake; shoulder pat) • Offer a parting comment • “Take care.” 44

48. The Way to Big Bonuses is C.L.E.A.R. • Connect • Listen • Explain • Ask • Reconnect 45

49. Thank You! Meryl@sullivan-luallin.com