Patient Callback and Patient Satisfaction Solution

1. Patient Callback and Patient Satisfaction Solution

2. Benefits Overview 1. Improve patient care 2. Reduce complaints 3. Defend claims, reduce payouts, lower premiums 4. Improve satisfaction scores and build goodwill 5. Collect accurate and timely patient feedback

3. Benefits 1. Improve Patient Care • Promptly recognize a patient condition change • Patients with worsened condition instructed to contact PCP or otherwise return to the hospital • Information about patient emailed/faxed to the hospital • Patients with questions regarding discharge instructions or follow-up care are referred to the individuals you designate

4. Benefits 2. Reduce ED Complaints • Proactively monitor patient satisfaction • Demonstrate dedication to quality care by contacting patients after they have been discharged • Opportunity for issue identification and service recovery

5. Benefits 3. Defend claims, reduce payouts, lower premiums • The following call activity is archived: • Patient condition after the ED visit • Understanding of discharge instructions • Plan for follow-up care • Performance rating overall, and for nurse, physician, midlevel • The individuals you designate are promptly notified when any problems are reported

6. Benefits 4. Improve Patient Satisfaction • Builds goodwill • Patients appreciate the well-being check • Patients value the opportunity to provide feedback • Potential issues are identified early • allows for swift corrective action before complaint letters, negative paper surveys, or claims arise • Patient callbacks have been shown to improve patient satisfaction scores

7. Patient Callback Effect on Press Ganey Scores

8. Patient Callback Effect on Recommending ED Source: NRC Picker

9. Patient Callback Impact on Satisfaction Scores Journal of Emergency Medicine. January 2013 “likelihood to recommend ED to others”: (2250 completed paper surveys) Received Pt callback: YesNo Percentiles: 85th 14th Scored 5 of 5: 70.6% 51.1%

10. Benefits 5. Collect Accurate, Timely Patient Feedback • Powerful sample size • Response rates for phone surveys much higher than for mail surveys • Less recall bias • Patients are contacted shortly after visit (compare to weeks for return of mail based survey data) • Less selection bias • Individuals that complete paper surveys do not necessarily represent the majority of patients

11. Our Process • Hospital IT sets up daily upload to secure server • Call center operates 6 days a week (except holidays) • Patients are called three times on separate days • We leave a HIPAA compliant message on voicemail and take return calls from the patient • Notifications are sent to who you want based on survey responses • (i.e. patient worse, discharge instructions not understood, patient satisfaction outlier)

12. Deliverables • Comprehensive Reports • Summary report includes patient satisfaction results for ED (and Inpatients) and all individual providers (physicians, nurses, etc.) • Detailed report with all individual call results • Online report access whenever you want it (also for provider access to the patients they have personally seen) • Notifications • Real-time and/or batch notifications via email or fax, for any patient care or satisfaction concern (also for providers about the patients that they have personally seen)

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18. Additional Features • Customizable scripts, questions, and notifications • Separate scripts/surveys based on patient disposition (ED only, LWBS, admitted from ED, direct admit) • May add custom questions to standard survey • Frequent flyers can be screened out • Our call center has Spanish speaking capability • We collect (and report) lots and lots of patient comments • We provide a list of wrong phone #s to help you to improve registration effectiveness

19. Security • HIPAA compliant SFTP server • SAS 70 Type II certified data center • TLS encrypted email notifications • Call reps trained on HIPAA compliance • See information security document for full security details

20. Inpatients and Other Facilities • For patients admitted through the ED, we can add an inpatient satisfaction survey to our ED survey • We can perform separate discharge phone calls for direct admissions not seen in the ED • We can perform discharge phone calls for patients from other facilities (surgicenter, clinics, radiology, GI lab, etc.)

21. Outsourcing Advantages • No hiring, training, vacation, or illness hassles • No space or equipment required • No need to purchase callback software • No long-term commitment necessary • Comprehensive reports • Benchmark your performance to other hospitals

22. Software Leasing Option • For hospitals that prefer patient callbacks using internal staff, we offer a software leasing option that includes all of the aforementioned features

23. Robert Wood Johnson Foundation acknowledges EmEx Methodology

24. Testimonials

25. Other Emergency Excellence Services EmEx-Compare ED Benchmarking EmEx-Award Emergency Center of Excellence designation EmEx-Consult Short-term & Long-term Consulting

26. Thank You! For more information, please contact: info@emergencyexcellence.com www.emergencyexcellence.com 1.877.700.EMEX