One of our goals at MedStatix is to continually identify new ways to assist practices in improving the patient experience. To facilitate this improvement, we have developed a new report to help you focus on those providers who have fallen below specific thresholds in key metrics. An example report is shown below, our analysis reveals that one or more of your key patient satisfaction ratings falls outside the normal range based on the responses collected from patients during the past month.
- The scores highlighted in orange are in the lowest 15% of all providers in our Patient Experience Platform. Scores in orange zones indicate areas where providers may need to focus more attention and make more of an effort with patients.
- Scores highlighted in red are in the lowest 8% of all providers in our system. These are areas of potential risk and in need of attention.
- Scores highlighted in green are in the top 15% of all providers in our system and indicate an area in which the provider is performing exceptionally well.
- System Average – This is the average rating for all providers/practices on the Patient Experience Platform. All responses for the metric are added and divided by the number of responses received to calculate the average rating.
- Total Respondents – The total number of responses collected from patients during the last month for the specific provider or practice.
- Normal Range – The acceptable range of minimal deviation from the average score for the metric
At the Practice level, the Customer Service Index, Practice Operations Index and Would Recommend Practice metrics are reported in the Patient Experience Platform dashboard. By viewing the individual metrics that create each respective index, you can identify the specific area in which to focus on change.
At the Provider level, the Provider Communication Index, Provider Satisfaction Rating and Would Recommend Provider metrics are reported in the dashboard as well. Again, you can view the individual metrics within each index to identify the specific areas that warrant attention.
Current patient experience research reveals that providers who receive the lowest scores on these key metrics are the most likely to be sued by patients. For every twenty point drop on a one hundred point patient satisfaction rating scale, the likelihood of being named in a malpractice suit increases by 22% (Fullam et al., Medical Care, 2009.)