What Do Your Patients Think?

Posted on 5 Jun, 2017 |comments_icon 4|By Jeff G Lawson

As MIPS and other value-based reimbursement plans gain steam, your patients’ perceptions of the quality of their medical care will affect your bottom line. It’s not enough to tiptoe around the required quality measures under MIPS—you’ll need to embrace new strategies to up the ante on patient engagement.

The time to reach out to your flock is now. The importance of patient feedback can’t be understated when reaching out to those you treat might help you reach your Quality Payment Program (QPP) goals.

There are many avenues to collect this critical data—a checkbox on the sign-in sheet asking where the patient discovered your practice, the treatment take-home forms, a link on the practice website, or on social media pages that link to your business.

How to Collect Patient Feedback at the Front Desk

The daily meet-and-greet at the appointment desk often garners more feedback than any other area of the practice.

“This permits real-time data that helps a manager or supervisor make changes to communication or workflow,” explains Deborah Walker Keegan, PhD, FACMPE, healthcare consultant, and President of Medical Practice Dimensions, Inc. It also improves patient satisfaction in the process.

Try this approach. Following the strict guidelines of the HIPAA privacy rule, interact with patients while they check-in and -out, inquiring about their visit. “Follow a standard three- to five-question list,” Walker recommends, keeping it simple and short.

Questions you might ask the patient include:

  • How long were you waiting?
  • Did you get the appointment time you requested?
  • Was the front office staff courteous and helpful?
  • Is there anything we could have done to improve your experience?

You might also consider using anonymous suggestion boxes, HIPAA-compliant kiosks, and take-home post-treatment surveys to collect vital data.

Tip :  Avoid using bulletin boards and monitors that mention patients by name or portray them in photos, as this is a clear violation of the HIPAA privacy rule.





To learn more about growing your medical practice through feedback, pick up your copy of the Practice Marketing Sourcebook.


Jeff G Lawson

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