The most successful medical practices recognize that the keys to their success are in understanding and responding to their patients. They recognize that strong financial results depend on understanding their patients’ needs and concerns.
“A conservative 5% dissatisfaction rate among patients can cost a physician $150,000 in revenue.”
Group Practice Journal, 1999
Satisfied patients are more likely to recommend your practice to friends and family, and less likely to leave for a competitor or file a malpractice claim.
“We asked our malpractice carrier for a discount because we began measuring patient satisfaction, and received a 5% reduction on our premium.”
Press Ganey Orthopedic Practice Client
Unmonitored consumer rating sites are posting invalid, biased feedback from people who may or may not have actually seen a physician. These sites provide an outlet for consumers to vent, but may not reflect the accurate experience, and do not give physicians the opportunity to respond or improve.
The federal government and some states have started programs for the public reporting of patient feedback. The Centers for Medicare & Medicaid Services (CMS) have already begun implementing a set of surveys that measure patient experience in hospitals and home health agencies. A similar survey, the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CGCAHPS), is expected to be required of medical practices soon. Learn more about CGCAHPS.
In response to the need for better physician-patient communication and interaction, the American Board of Medical Specialties (ABMS) has incorporated a communication measurement component as part of its Maintenance of Certification (MOC). ABMS has included the provider-patient communication questions that are used on teh CGCAHPS survey as part of their requirements. THis has implications for 600,000 or more physicians and their maintainance of certification. Our goal is to help your practice fulfill this MOC requirement with minimal administrative burden.
The American Medical Association Encourages Surveying
The American Medical Association recommends that its members measure patient satisfaction as one method for monitoring and improving the delivery of care. Learn more about the opportunities for AMA members and how you can take advantage of this streamlined survey.