Firms up­grade mea­sure­ment tools

Modern Healthcare - - BY THE NUMBERS - By Michael San­dler

Com­pa­nies that mea­sure pa­tient sat­is­fac­tion are rolling out new tech­nol­ogy to give hos­pi­tals a stronger sense of how pa­tients rate their care ex­pe­ri­ences and how they stack up against the com­pe­ti­tion.

The Af­ford­able Care Act in­cen­tivizes providers to fo­cus on qual­ity care and gives con­sumers more choices, said Al Vega, CEO of Al­pharetta, Ga.-based SPH An­a­lyt­ics, which of­fers sur­veys, call-cen­ter out­reach and ac­tion an­a­lyt­ics for providers and in­sur­ers. The industry must step up its pa­tient-sat­is­fac­tion game, he said.

“Do you think Wal­mart doesn’t know your ex­pe­ri­ence?” he said. “They know every­thing.”

To achieve this, SPH em­ploys its En­gage model, which uses struc­tured ac­tiv­i­ties to en­able hospi­tal staff to talk with pa­tients. It helps staff track in real time any prob­lems that arise while the pa­tient is hos­pi­tal­ized. A dash­board cap­tures pa­tient in­put on how the staff is per­form­ing. SPH’s call cen­ter con­tacts pa­tients within 72 hours of dis­charge to see if they’ve picked up their pre­scrip­tions and if they’ve sched­uled a fol­lowup ap­point­ment.

Vega said SPH soon will de­but PX Com­pare. The mobile app, which will be avail­able though the Ap­ple store, will al­low hos­pi­tals to view and com­pare their own “net promoter” scores with their com­peti­tors’ scores. Those scores mea­sure pa­tients’ loy­alty to a hospi­tal, he said. Providers can see the per­cent­age of pa­tients who had neg­a­tive ex­pe­ri­ences at their hospi­tal and iden­tify how to im­prove any is­sues.

Sim­i­larly, Na­tional Re­search Corp., based in Lin­coln, Neb., uses its Rep­u­ta­tion pro­gram, which has pub­lished more than 1 mil­lion physi­cian rat­ings and re­views on health sys­tem web­sites in 33 states and the Dis­trict of Columbia, com­pany Pres­i­dent Steve Jack­son said. Rep­u­ta­tion in­forms pa­tients about their op­tions and builds trust be­tween con­sumers and providers, he said.

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