WELCOME to

iPhone/iPad Users: Please download the app from the App Store by searching “PM OneQ”; it’s free! Once downloaded, enter TBI2012 and enter your work zip code to take the survey on your device.

What’s Reasonable? Take our short survey now;

Results will be part of today’s session!

Everyone Else: Please use your laptop, tablet, or smartphone and go to [website address] to take the survey.

What’s Reasonable? Presented by:

Dan Prince President

3

Catalyst Healthcare Research

Customer Experience

A full-service research firm focused on

Physicians Members Patients Executives

Research Purpose

4

What’s Reasonable?

What’s Reasonable?

Patient Expectations

5

Agenda

6

Audience Involvement – Take the Survey!

7

iPhone/iPad Users:

Please download the app from the App Store by searching “PM OneQ”. It’s free!

Once downloaded, enter TBI2012 and your work zip code to take the survey on your device.

Everyone Else:

Please use your laptop, tablet, or smartphone and go to [website address] to take the survey.

National Survey of Patients

8

• Baby Boomers

• Online Survey

• Doctor Visit

• n=400

What’s Reasonable To Patients

9

• Doctor’s Staff to be Helpful 99%

• Doctor Knows Your Medical History 97%

• Follow-up to Provide Test Results 96%

• Get Appointment When Needed 92%

• Seen Within 15 mins of Appointed Time 89%

What’s Reasonable To Patients

10

• Treat You as a Person 99%

• Send You an Accurate, Clear Bill 99%

• Told if the Doctor is Running Late 96%

• Call You Back on the Same Day 96%

• Ask You About Your Fears 95%

What’s Important To Patients – Comments

11

Waiting Time/Promptness

Open Communication and Clear Explanation

Being Thorough and Spending Enough Time with Patient

Empathy, Care, and Friendliness

Good Listening Skills

What’s Reasonable To Patients

12

“I wish you’d come sooner, Doctor.”

13

Your Survey Results

Coming up Next!

What’s Reasonable To Doctors

14

100% 99%

•Doctor’s Staff to be Helpful 99%

•Send You an Accurate, Clear Bill 99%

•Doctor Knows Your Medical History 97%

•Follow-up to Provide Test Results 96%

•Told if the Doctor is Running Late 96%

•Call You Back on the Same Day 96%

•Ask You About Your Fears 95%

•Get Appointment When Needed 92%

•Seen Within 15 minutes of Appointed Time 89%

Patients Doctors •Treat You as a Person

Issue #1

15

Issue #2

16

Issue #3

17

What’s Wrong?

18

Our Theory of Patient Experience

19

Toward a Clearly Better Patient Experience

20

Printed Summary of Your Visit 88%

Talk About Changing Your Behavior Instead of Rx 86%

Doctor Maintains Eye Contact During Visit 84%

Reliable Estimate of Charges for Procedures 82%

Send you Text Message 30 min Before Visit to Confirm Time 64%

Summary

21

• Patients expect more

• Doctors not measuring up

• Challenge or Opportunity?

22

Visit www.CatalystHealthcareResearch.com to learn about:

Dan.Prince@CatalystHCR.com @DanPrinceCHR 615-297-6535

www.catalysthealthcareresearch.com

PatienTrack™ Money-Saving Online CG-CAHPS Program

RealityTrek® Service Line Improvement Based on Actual Patient Experience

Confident Change® And other services to help you achieve

Discussion