Chief Experience Officers (CXOs) are currently trying to find ways to capture patient input on recent clinic visits in a timely manner. Traditional methods aren’t meeting the needs of current CXOs. CG CAHPS surveys are mandated in order to receive CMS reimbursement, but these surveys are mailed up to 30 days from the visit date. This is pushing CXOs to find other ways to assess the patient’s experience. Knowing sooner rather than later what is occurring in the clinics, either good or bad, allows managers to address the issues and correct them.
In a recent article, the three most significant shortcomings of traditional patient surveys are listed as: “too long; they capture retrospective data; and they use outdated phone-and paper-based method(s) to gather data.” With this in mind, the CMS surveys still have to be done, but we need to find a better way to capture real time data from the patients regarding their experience. So that patient experience scores can be improved upon in a timely manner, implementing point of care surveys that are functional with usable data, are certain to become more widespread.
For example, simply select the Provider that you saw during your visit and then score each of the 9 questions. The questions are based upon each stage of the patient visit.
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