In our latest webinar, we brought together Joan Cox, national senior director of patient experience at Steward Medical Group, and Andrew Rainey, Binary Fountain’s executive vice president of strategy and corporate development, to discuss ways to use patient feedback to prioritize patient experience improvements at scale.
We covered how the national physician group uses survey and review data to benchmark provider performance, gain physician adoption for its telemedicine programs, and improve care outcomes.
Here are the key takeaways:
Leveraging Patient Feedback Data from Surveys and Reviews
To implement process improvement programs at scale, Steward collects and monitors patient feedback daily and distributes reports weekly.
The weekly patient experience reports include the following metrics: Provider Feedback Score (PFS) ratings, the number of completed surveys, and Net Promoter Score (NPS) benchmarking. The organization weighs the feedback differently depending on whether the source is an online review or patient survey. They focus on overall trends across those metrics, as opposed to an individual week’s or month’s rankings.
During the COVID-19 pandemic, review responses and patient communication have become crucial elements of patient experience at Steward. Cox recommends asking for feedback only when you have the time to respond and engage with the patient. This will give you the ability to repair any damage that’s been done by a patient’s negative experience.
To engage your employees, Steward highlights positive patient feedback in a monthly newsletter and hosts the feedback on an employee engagement SharePoint page.
“Positive comments are the backbone of employee engagement, and negative comments are the focus for patient engagement,” Cox says.
Benchmarking and Gaining Provider Buy-In
Internally, Steward is using patient feedback to benchmark practices and gain provider buy-in for initiatives like their telemedicine programs. Starting with survey and review data, the organization benchmarks patient experience ratings at both the provider and practice levels, which helps to identify where to focus on improvements across their locations.
Steward focuses mostly on practices that have significant survey volume, so there is a complete picture of its performance. The patient experience priorities are centered around its major areas of concern, as well – feedback about providers or employee engagement will receive more attention than feedback about facilities.
Positive patient feedback has helped support provider adoption for Steward’s telemedicine program, which is not mandatory for their physicians. Cox uses positive comments from Binary Fountain’s platform to share around the organization, nudging hesitant physicians toward using the technology.
Reporting Patient Experience Successes
Connecting patient experience directly to business objectives is never easy, but internal benchmarking based on patient feedback is helping Steward improve across several performance categories. Success is celebrated more than negative trends in reports, Cox says, but Steward “doesn’t shy away from showing who’s at top and bottom.”
One notable success was how Steward used feedback data from before and after piloting a primary care call center to show its impact on patient experience, leading to the approval and budget to expand it nationally. Its “practice champion” initiative also gained approval using survey metrics as a foundation – growing from 10 to 275 participants in less than three years.
Another major piece of validation for the organization was comparing PFS from before and after implementing patient experience measurements based on feedback data. Steward has reported a year-over-year improvement in risk contracting and in its patient engagement, which now is measured right alongside organization-wide revenue numbers.
For more insights and advice, click here to watch the on-demand webinar.
Read more about customer feedback data and patient experience: