Intermountain Medical Group, Homecare, and SelectHealth achieved significant Patient Engagement and Service Excellence goals in 2013, reflecting a high level of satisfaction among patients and members.
Intermountain Medical Group successfully met its 2013 Patient Engagement goal to increase “overall satisfaction” scores on the Patient Experience Survey. The goal was to achieve a rating of at least 61.4 percent “excellent,” and the year concluded with an all-time-high score of 63.2 percent “excellent”—a significant accomplishment. The Medical Group patient survey is conducted weekly and includes 15 questions measuring patients’ perceptions of the type of care they receive at Intermountain Clinics.
Intermountain Homecare set a 2013 Service Excellence stretch goal of 81.3 percent for patient satisfaction survey respondents giving a “top box” score on the “overall quality of service” question. Homecare patients are surveyed through one of three means, depending on the services they have received. Home health patients receive a Home Health Consumer Assessment of Healthcare Providers and Systems (HHCAHPS) survey, a national survey metric. Home Medical Equipment and Infusion Therapy patients are surveyed via telephone. Hospice patient families are surveyed by mail. Last year ended with 82.7 percent of respondents for all surveys giving a “top box” score, well surpassing the goal.
SelectHealth set a 2013 Service Excellence goal based on Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores, a standardized service metric comparing performance against state and national standards. The standard for the 2013 goal reflects the percentage of adult commercial members rating the overall satisfaction with the health plan at 8, 9, or 10 (on a 10 point scale). In 2013, the target goal was met, with 62.9 percent of respondents rating SelectHealth at an 8, 9, or 10.