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How To: Patient Satisfaction Data for Better Employee Evaluation

Most of the Patient Satisfaction reports I see are strong. With every team, however, there is room for improvement! It is important as a leader to be able to lead your team to success. Having a good handle on your team members’ strengths and weaknesses through the Patient Satisfaction Category Report is a powerful tool we can put in your back pocket. Let’s look at how knowing strengths and weaknesses can make life better.

Evaluate Your Team – Strengths and Weaknesses

My boyfriend Jim, me, and my best friend Doug all recently became scuba certified and followed Doug to Honduras on a mission to swim with whale sharks.

Guys_Beach

We planned to do most of our diving together. If you were to evaluate us as a team, I feel like we’d get passing marks (i.e. we’ll survive), but just barely. The trick with a team is to not just look at the end result, but to understand each member’s strengths and weaknesses.

Our collective strength was that we could follow basic instructions and we put together enough money to make the trip. When it came to weaknesses, we ran the gamut.

Doug the Breather

Doug is not really what you’d call “a natural” in the water. He is one of the bravest people I know – and a bit of an adrenaline junkie. I swear he decided to scuba dive only because it scares the living daylights out of him. By the time we hit the bottom of our first deep dive, he was halfway through his air. It took him half of that air to communicate it to the dive master and his trainee. He got a quick view of the wreck we were diving and then sucked the dive master trainee’s air on the way to the surface.

Fear_Hammerhead_Mural_Utila

Heather the HypothermicCold_Scuba_Hood

Before Honduras, I certified in the Pacific Northwest in 49 degree Fahrenheit water. We had to dump four thermoses of hot water down my wetsuit after the first dive in an attempt to help me survive the second dive of the day. The boys didn’t seem to have the same issue. I couldn’t wait for the warmth of the tropics! Turns out, it didn’t matter. By the second dive I was freaking the dive masters out with my tingling and numb extremities (symptoms of decompression sickness/the bends). One of the dive masters had to lend me his hood for the rest of the vacation so I didn’t have to come up early every dive.

Jim the Shark Bait

We thought Jim was a superman because he didn’t seem to have any issues. Once hooded, I would compete with him to see who could come up at the end of a dive with more air. We were close until a dive after Honduras inside the Oregon Coast Aquarium. We got to dive in the shark tank. It was exhilarating! The sharks will lock eyes with you as they pass by. The only protection you have is a big stick held by the dive master. I had a much better time than Jim. When we came up, I knocked him out of the park in our air consumption competition. I’m pretty sure Doug would have had more air after that dive!

So as a dive master, managing us as a team, you’d have different strategies to help us succeed as divers. Extra-large tanks for Doug, more neoprene and oxygen enriched air for me, and never point out the shark to Jim. Now we’re looking like a power team!

Using Patient Satisfaction Data to Inform Staff Development

Now that I’ve finished torturing you with my vacation pictures, let’s talk about your team. Based on my experience in clinics, you likely have a team much stronger than my scuba rejects. But everyone has their own special strengths and occasionally, an area for improvement. When it comes to patient satisfaction, do you know which clinician on the team is the most caring and compassionate? Do you know whose patients are the most satisfied with their progress? Who is leading the charge for word-of-mouth referrals?

As you can guess, we have a report for that! The Patient Satisfaction Category Report gives you the same data as the Patient Satisfaction Overview Report, but broken down by treating therapist. Follow along to see how to pull and read this invaluable report.

How to Pull Your Patient Satisfaction Category Report

  1. Log in to your account. In the left sidebar, look for “Reports” and click the “Patient Satisfaction” link

Patient_Satisfaction_Reports_Link

  1. Select the most recent quarter from the drop-down menu

Patient_Satisfaction_Select_Quarter

  1. Click Patient Satisfaction Category Report

Patient_Satisfaction_Category_Report_Link

  1. Select “By Treating Practitioner” and “Get Report”

  1. This will pull up a report with the questions from the Patient Satisfaction Survey as columns and the scores of each clinician in rows. You will also see your quarter and rolling year summary and your network and national comparisons. Click the report and you can check out the full pdf and some notes on how to read this report.

Patient_Satisfaction_Category_Report_Sample
Note: If you have a chain of clinics, you can also pull this report based on the individual clinics that comprise your chain.

Tips on Reading Your Patient Satisfaction Category Report 

Based on my experience in reading many of these reports, I recommend the following:

  • Keep an eye on number of submissions. If you’re not capturing most of your patients, your scores are likely to be inflated, since your self-discharges are probably not your biggest fans!
  • Watch your Net Promotor Score (NPS). This is how likely someone is to refer your practice to someone else. If you rely on word-of-mouth (who doesn’t?), then you need to monitor this metric. If anyone is below 95%, start digging for more information. I like to scan left and see if they have other low scores.
  • Pull this report every quarter to get an ongoing sense of how your practitioners are performing. In a clinic I visited, one of their PTs had an NPS of 75%. When I looked at the previous two quarters he was in the high 90s. He got a couple of cranky folks or just missed the mark a few times. His track record didn’t warrant intervention. Know your staff!
  • “Satisfaction with Progress During Treatment” is lower across the board almost everywhere I go. You will even see a high NPS right next to a suffering treatment progress score. People love their PTs! We know that a great therapeutic alliance is important to patient success. It can also mask the patient’s dissatisfaction with their progress. A patient may not want to say to their beloved practitioner’s face that they really aren’t feeling better.
  • If you’re focusing on more patient-centered care, keep an eye on “Questions Answered by Clinician” and “Clinician Provided Resources/Info.” Are you empowering your patients? Are they getting what they need?

Four Tips to Improve Your Patient Satisfaction Scores

  1. Set expectations. Do your patients understand what PT is or are they coming in for massage? Use your CareConnections Registration Summary for your projected change and number of visits.
  2. Ask your patients how you’re doing in real-time! Here’s a pro tip from my days as a mental health counselor: ask more than once. The first time you ask, 99% of the time they are fine and don’t have questions. By asking them the questions regularly, you’re priming them to be thinking about how they are doing and what they need to be successful. Empower those patients! Here are some suggestions:
    1. How do you feel about your progress?
    2. What questions do you have?
    3. What resources or information do you need to be successful?
    4. Sometimes we get pressed for time. I want to be sure I’ve done a good job listening to you and hearing what you say. How are we doing with that? What am I missing? (This plays in to caring and compassion.)
  3. Offer the CareConnections assessment at regular intervals. Encourage treating practitioners to monitor functional change in their patients. You can use the tool to lead a discussion with the patient if they are not doing their home exercise program, or it queues your staff to ask for help.
  4. If clinician scores are decent, share their individual scores with them each quarter. Ask them which one they plan to improve on. Just make sure you follow up. If scores are rough, don’t just dump them on the poor practitioner. You will create a defensive employee with a million excuses. Start by checking in with them and asking questions.

That’s it! If you have any tips, we’d love to hear them. Of course, you can always contact us if you get stuck or want some help taking a deeper dive.

I’m happy to talk to you about your reports at any time: heather@careconnections.com. Got a technical question or a how to? You can always call us or email your question to support@careconnections.com.