Frequently Asked Questions
Do you have questions about the tools within the Physician Empowerment Suite? If so, you’ve come to the right place. Look below for answers to frequently asked questions. If you can’t find your answer here, please contact us at firstname.lastname@example.org.
The average response rate is between 25 – 35%.
It takes four minutes or less to complete.
Results are populated in the dashboard at midnight of the same day. If a patient takes the survey today, results will be in your dashboard tomorrow.
No, but there are only a few circumstances where a medical practice would require that their patient experience vendor be CMS-approved or NCQA certified. Here are some examples:
- Your practice is participating in the Quality Payment Program’s Merit-Based Incentive Payment System and selects the CAHPS for MIPS survey.
- Your practice administers the CAHPS for Accountable Care Organizations survey and is participating in Medicare Incentives.
- Your practice is a Patient Centered Medical Home and is seeking National Committee for Quality Assurance’s Distinction in Patient Experience Reporting.
In the following circumstances, your practice does not require a patient experience survey vendor to be CMS-approved or NCQA certified:
- Your practice is participating in MIPS and chooses any one of these Improvement Activities to report: collection and follow up on patient experience and satisfaction data on beneficiary engagement; collection and use of patient experience and satisfaction data on access; participation in the Consumer Assessment of Healthcare Providers and Systems Survey or other supplemental questionnaire items.
- Your practice is not a PCMH, does not participate in MIPS or any other CMS quality payment program or initiative, and simply wants to improve the quality of their practice by administering a patient experience survey.
Yes, patients can take the survey on their smartphone, as well as on their desktop, laptop, or tablet.
No, we only survey each patient every 90 days as a means to eliminate survey fatigue.
Response rates and cost – studies show that email yields the highest response rate and patients can conveniently use their phone during any pocket of free time
No, all surveys are sent through email.
The upload is secure through our dashboard and is compliant with HIPAA requirements. We further protect the data by incorporating a secure VPN, as well as password protected servers. Access to the files are restricted to the processes that are used to generate the email invitations. Patient data is also protected in a few more ways. First, patient data is securely transmitted to the performance dashboard by the practice directly. Second, our processes are automated to reduce the amount of ‘human touch’ on the data directly, and the survey invitations are generated automatically. Finally, we never expose, sell, or otherwise compromise the anonymity of patients in any way.
Yes, we survey the email associated with the patient names. Pediatrics language is different than other surveys and includes the guardian/parent.
While beneficiaries are encouraged to respond directly to the mail or phone surveys, not all elderly or disabled respondents are able to do so. In such cases, proxy responses are acceptable. The survey instrument allows patients who are unable to complete the survey to have a family beneficiary or other proxy complete the survey for them. Sampled beneficiaries who are unable to respond to the phone interview must grant permission for a proxy to assist them. CATI training materials must include instructions for obtaining this permission.
This provides you with an opportunity to remind them that there are a number of ways to set up and maintain an email and how important it is for them to complete the survey in order to better their care. They can ask family or friends to help them set up an account, or if they don’t have access to internet, they can stop by their local library for free public access to computers. Many times, when a patient is informed by the physician that they will be receiving an email survey in order to give the provider feedback on their patient experience and how to improve their practice, the patient is more likely to provide an email because they want to form a two-way relationship with their doctor.
Once started, the survey completion rate is about 97%.
We have clients that use Press Ganey and our survey in conjunction. Since Press Ganey surveys and results are only listed every few months, each practice can rely on us to keep them updated in real-time all year long. If you’re worried about over surveying with Press Ganey and us at the same time, you can always put ours on pause and turn them back on when theirs have stopped being sent. Our survey also digs a little deeper to discover actionable insights from patient experience, patient engagement, practice operations, specialty-specific questions, and offers the option for open text responses.
It really doesn’t take much time or effort to set up and maintain our survey platforms. The SE customer service team will help you with getting setup (which, on average, takes 30 minutes), and after that, it should take you just about 2-3 minutes each week to upload your information onto the platform. Once you extract your original report and upload it to your EMR, then you only have to adjust the date range.
No, not at all! We have found that our email-only surveys produce the highest results of reliability and validity. Our response rates are much higher (25-35%) than that of paper surveys and call surveys, and each email is validated by the individual when they provide it to the practice before the surveys are sent out.
Data is extracted from your EMR and uploaded into your HIPAA compliant and secure dashboard. Our customer support team can help you every step of the way.
The survey data is available to view in our sophisticated, yet easy-to navigate, dashboard.
The clinical effectiveness survey is a survey that your providers take annually or bi-annually. It is used to find out where your providers are performing well, where they may need to make improvements, and to highlight risky safety gaps. The survey covers clinical-specific questions, practice systems, patient safety/risk mitigation, patient engagement, culture of safety, and physician health and burnout.
The patient experience survey is a survey sent out to patients who have been treated by one of the providers in your office. It is designed to go beyond simply gauging their satisfaction, to thoroughly account for their experience and engagement. The survey covers overall satisfaction, provider communication, practice operations, medications, specialty-specific questions, and there’s also the option to leave open text responses.
The performance improvement tools are directly related to the clinical effectiveness survey. Low component scores in the clinical effectiveness platform will set in motion a self-directed course of learning designed to help your team optimize performance. It’s a mixture of video and text learning tools.
The cost of the tools varies depending on which platform you decide to choose and how many providers your practice has. The platform is offered at a per provider, per month agreement with no long-term commitment. Please feel free to contact us and we’d be more than happy to send you a quote!
Yes, our patient experience survey counts as an Improvement Activity in the Merit-Based Incentive Payment System (MIPS). As a bonus, if you are in a practice with fewer than 15 MIPS-eligible clinicians, you are required to report only two (2) activities in the Improvement Activities performance category, including use of our patient experience survey to either improve access to care or beneficiary engagement.