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For Sutter Independent Physicians (SIP), patient satisfaction surveying was a fragmented process. According to the independent physician association (IPA), giving practices actionable insights about the patient experience that could yield effective practice improvement efforts had long been a challenge.
That is, until the organization tapped point-of-care patient satisfaction surveying.
“Our aim really is to work on improving the clinical quality of care and then the service quality of care,” Jose Arevalo, MD, the chief medical officer for SIP, told PatientEngagementHIT. “And this effort is related to the service quality of care, identifying the voice of the patient, and using that information to identify opportunities for improvement in providing service to the patients we serve.”
Most experts agree that having detailed insights into the patient experience, usually collected via patient experience surveying, is the best bet for getting to that practice improvement. That survey data can help an organization pinpoint key patient pain points and understand which stakeholders will be important in implementing practice improvement.
But at SIP, which serves almost 600 independent docs in the Sacramento metropolitan area, that process was fragmented, leaving the IPA without the tools it needed to guide its participants in practice improvement.