Evaluation of Clinical Faculty by Patients Using Computerized Handheld / Computer Devices From patient satisfaction to faculty development Amy W Fox, MD & Luis Diaz, MD UNC Department of Dermatology September 13th, 2014 Objectives • Patient satisfaction in our current health care system • Mandated levels of patient satisfaction and the impacts to reimbursement • Clinic level patient satisfaction platform • Utilization for faculty growth and development ______________________________________ We have no relevant financial disclosures 9/23/2014 2 The big picture Acountable Care Physican Compare • Value based payment modifier • Effects all providers by 2017 • Patient satisfaction metrics will play a role •“ratings” of clinics and providers searchable by consumers •Data displayed will come from patient satisfaction metrics 9/23/2014 3 Patient Centered Care • Growing importance of the patient experience. • HCAHPS as a model for outpatient 9/23/2014 4 9/23/2014 5 UNC Dermatology Clinics 9/23/2014 6 CMS mandated UNC HC mandated UNC Dermatology Bivarus CGCAHPS; Press Ganey CGCAHPS UNC Dermatology visit specific data 24-48 hrs after visit UNC Dermatology visit specific data Within a week UNC HealthCare data Months after visit • • • • • • PQRS and VBPM Clinical operations CQI Faculty/resident development •9/23/2014 Service Recovery Clinical operations CQI Benchmarking within our institution 7 CAHPS Family CG (clinician and group) CAHPS H (Hospital) CAHPS ACO CAHPS Home Health CAHPS ______________________________________ • 34 question core survey, retrospective over 6 months • Looks at access to specialist, timeliness of care, provider specific data • Measure of patient experience 9/23/2014 8 CG-CAHPS • In the last 6 months, when you phoned this provider’s office after regular office hours, how often did you get an answer to your medical question as soon as you needed? [never, sometimes, usually, always] • Wait time includes time spent in the waiting room and exam room. In the last 6 months, how often did you see this provider within 15 minutes of your appointment time? [never, sometimes, usually, always] • In the last 6 months, how often did this provider listen carefully to you? [never, sometimes, usually, always] 9/23/2014 9 Bivarus Electronic survey with 10 questions – deployed either to smartphone or email at 24-48 hr. post visit 10 categories with 10 questions within each area with priority set by the survey manager Deployed over a 3 month cycle 40% + response rate with email 4900 surveys returned July 2013-2014 9/23/2014 10 Bivarus 9/23/2014 11 9/23/2014 12 9/23/2014 14 9/23/2014 15 Clinical improvements 9/23/2014 16 Free Text Comments 9/23/2014 17 9/23/2014 18 9/23/2014 19 9/23/2014 20 9/23/2014 21 Transforming Service Operations Issue Identified: Patients dissatisfied with lack of parking availability at clinic (doctors/staff parking in spots near clinic). Intervention Developed/Implemented: 1) Share patient feedback directly with faculty and staff 2) Regular reminders with update Reminders Intervention Dec 2012-Feb 2013 Improvements in clinical operations/patient experience 4.7 4.6 4.5 I would recommend this Dermatology clinic to friends/family. 4.4 I was made aware of any delays. 4.3 The waiting room was comfortable. The clinic was easy to find. 4.2 The overall appearance of the Dermatology clinic was pleasant. 4.1 4 3.9 Q4 2012 Q1 2013 Q2 2013 Q3 2013 Q4 2013 Provider Level Questions Communication Patient Centered Care • • • • • • • My doctor explained my diagnosis. My doctor explained my test results. My doctor explained things in a way I could understand. My doctor explained what procedures were being performed. My doctor explained what tests he/she was ordering. My doctor informed me of my • • • • My doctor did not seem rushed while with me. My doctor included me in decisions about my care. My doctor listened to me. My doctor made me feel comfortable about asking questions. While in my room, my doctor was focused on me/my issues. treatment options. 24 Patient Safety Provider Expertise • My doctor alerted me to things I should have checked immediately should they occur after surgery. • My doctor reviewed possible side effects of any procedure before starting. • Prior to starting, my doctor made it clear I was having a procedure. • I would trust this doctor to care for my friends/family. • My doctor had a pleasant bedside manner. • My doctor had good medical knowledge. • My doctor was kind and caring. • My doctor's overall appearance was professional. 9/23/2014 25 Provider specific data 9/23/2014 26 Responses per Attending Provider, 2012-2013, UNC Dermatology 2000 1800 Patient responses 1600 1400 1200 1000 800 600 400 200 0 1 2 3 4 5 6 7 8 9 10 Provider number 11 12 13 14 15 16 Score Attending Provider Scores by Category, UNC Dermatology 5 4.9 4.8 4.7 4.6 4.5 4.4 4.3 4.2 4.1 4 Overall Score Communication Patient centered care Patient safety Provider Expertise 0 1 2 3 4 5 6 7 8 9 10 11 12 Provider number 9/23/2014 29 Patient Safety 4.55 4.5 Likert Scale (out of 5) 4.45 4.4 Your Average Score 4.35 Average Peer Score 4.3 4.25 4.2 4.15 4.1 1 9/23/2014 2 Category Question 3 30 Provider A 9/23/2014 31 Provider B 9/23/2014 32 Fellow/Resident 9/23/2014 33 CMS mandated UNC HC mandated UNC Dermatology Bivarus CGCAHPS; Press Ganey CGCAHPS UNC Dermatology visit specific data 24-48 hrs after visit UNC Dermatology visit specific data Within a week UNC HealthCare data Months after visit • • • • • • PQRS and VBPM • Clinical operations CQI Faculty/resident development Service Recovery 9/23/2014 Clinical operations CQI Benchmarking within our institution 34 How we are able to use this Daily monitoring for service recovery and clinical operations MOC requirements Joint Commission Departmental evaluation of faculty, residents, staff ACGME requirement for residents Personal improvement 9/23/2014 35 Thank you How to contact us: [email protected]
© Copyright 2024 ExpyDoc
