Collection and follow-up on patient experience and satisfaction data on beneficiary engagement, including development of improvement plan.
ObjectiveImprove patients' experience of and satisfaction with care by gathering and applying learnings from relevant data.
Evidence that patient experience and satisfaction data are collected and that follow-up occurs through an improvement plan. Include at least two of the following elements:
1) Report of patient experience and satisfaction – Report including collected data on patient experience and satisfaction (e.g., survey results). The eligible clinician or practice must use a third-party administrator; AND/OR
2) Follow-up on patient experience and satisfaction – Documentation of follow-up on patient experience and satisfaction (e.g., specific improvements made to practices/processes in response to survey results); AND/OR
3) Patient experience and satisfaction improvement plan – Documentation of a patient experience and satisfaction improvement plan.
• A third-party administrator offers patients of the practice the option to fill out a questionnaire after their visit. A) The practice finds that a consistent complaint is the long wait times and that the practice is losing patients as a result. The practice develops a plan to address wait times. B) The practice finds that there are multiple complaints about a single eligible clinician that include poor listening skills and a tendency to rush in and out of the room so fast that questions are not answered. The practice creates an education plan for the eligible clinician and also identifies and addresses environmental issues that lead the eligible clinician to feel pressure to rush through patient visits.
• Available surveys: https://www.rand.org/health-care/surveys_tools/psq.html.