This course provides tips and techniques for measuring patient satisfaction and boosting quality measures. Learn about tools that technology offers for enhancing patient engagement and employing communication strategies that maximize patient satisfaction and increase engagement. Understand the direct relationship between quality measures and reporting outcomes and the impact of provider ratings systems such as Medicare Care Compare and the Provider Data Catalog. Know what information is reported, how it is selected for public reporting, and how these ratings correlate with performance measures. Gain details on Health Outcomes Survey (HOS) measures which are included in the Star Ratings for Medicare Advantage quality bonus payments.
Providing the highest quality of care fosters positive patient relations. Do not miss opportunities to involve patients and their caregivers through surveys and clinical engagement methods. An effective patient survey remains a valuable tool, allowing patients and their caregivers to grade their experience with your practice. Online word of mouth marketing and public complaints on social media provide for rapid dissemination of their opinions. Know how to develop a plan for skillfully addressing negative patient feedback and harnessing the power of positive reviews. Patient satisfaction can drive organizational improvement and lead to the adoption of standards that advance quality of care and increase value.
Highlights:
- Distinguishing between patient satisfaction and patient engagement
- Patient satisfaction surveys - development, implement, analyze
- Setting goals to impact the patient experience
- Planning for performance measure gains
- CMS' Framework for Health Equity
- QPP and Care Compare
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Jan Hailey
MHL, CMC, CMCO, CMIS, CMOM, CMCA E/M
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Jan Hailey has more than 30 years of experience in healthcare. She is proficient in administration, coding, and billing roles, and teaches medical office professionals around the country how to excel in their careers. Jan has also been instrumental in the development of PMI's Workforce Initiatives program.
Jan's affinity for teaching has helped countless healthcare providers and medical office professionals over the years. During her expansive career, she has served as Director of Quality for Saint Joseph Physician Network located in Mishawaka, IN, and Director of Care Management with Select Health Network, an entity of Saint Joseph Health System. As Care Management Director, Jan led the physician network and comprehensive interdisciplinary team across the health system working closely with providers, management, staff, community, and payers to develop strategies for process improvement, gap closures, and patient experience. She developed a documentation improvement program and a Hierarchical Condition Category (HCC) coding education program to predict future healthcare utilization by accurately reporting patient complexity.
Prior to joining Saint Joseph, Jan was the Director of Quality, Coding, and Compliance for one of the largest health systems in Northern Indiana. She has a Master of Health Leadership and four professional certifications in office management, coding, insurance processing, and compliance. She is a member of WPS Government Health Administrators (Medicare) Provider Outreach and Advisory Group.
Participants will understand the importance of patient satisfaction and engagement and learn how the patient experience relates to quality measures and reporting outcomes which affect the practice's bottom line.
No prerequisites required.
Self-paced online program includes unlimited review of previously recorded instruction and downloadable digital companion materials for 6 months.
As the Chief Operating Officer of a very busy GI practice, I receive many of the patient complaints across my desk and have spent countless hours on the phone speaking with angry patients regarding their patient experience at our practice. Many times these conflicts or negative impressions could have been easily prevented or resolved if the staff was committed or better educated on how to provide the best patient experience. Sometimes it is a flawed process or workflow and sometimes the staff just needed to listen to the patient.
This course will enable the participants to better understand the impacts these negative experiences can have on reputation management, quality measures, and expansion.
Changing the culture to become more patient-centric involves the physicians, staff, and patients. This course will assist the practice in beginning to think outside the box, offer tips and tools to increase patient satisfaction, and create a solid plan for improvement.
-Deborah McNeilance, MBA, CMOM, CMIS, CPC, CMC
Prod ID: 506