Electronic Health Records

MGMA: Most better-performers use patient-satisfaction surveys

Results from the Medical Group Management Association’s (MGMA) Performance and Practices of Successful Medical Groups: 2013 Report Based on 2012 Data revealed that nearly 80 percent of medical practices categorized as “better-performers” utilized patient satisfaction surveys, and more frequently than other practices.

Among the topics in these surveys were the patients’ experiences, quality of practice care, the professionalism of the practice staff, and the availability of appointments.  The results were used to evaluate and improve practice standards by over half the respondents.

“Successful groups actively and regularly solicit feedback from their patients,” said Kenneth T. Hertz, FACMPE, Principal, MGMA Health Care Consulting Group. “Patient satisfaction surveys give practices an immense amount of detail on their patients’ experience, and that feedback is particularly useful as medical groups seek to improve and elevate the care they provide.”

These patient surveys aren’t just for practice evaluation either. Almost 10 percent of better-performing practices use patient-satisfaction survey results as “part of physician compensation formula.” This practice is a rising trend, according to a MGMA Physician Compensation Survey Report released in June.

This recent MGMA survey report was compiled using data from the MGMA 2013 Cost Survey pertaining to: profitability and cost management; productivity, capacity and staffing; accounts receivable (A/R) and collections; and patient satisfaction. The report also features success stories from organizations and how they achieved their status as better-performers.