Our expert team partners with health plans seek to monitor and enhance their member’s experience when they visit their health care provider. Identifying weaknesses and implementing process and service delivery improvements will optimize both the clinical and financial success of their provider networks.
Health reform has forced health plans to focus more closely on patient experience. With the emphasis on quality over quantity, patient perception takes a new priority in the delivery of care. To effectively improve the patient experience, Medicare Advantage STAR Ratings and Quality Bonus Payment opportunities, practices must first be able to accurately measure and assess the patient/member experience.
Our proven approach for collecting and reporting survey results ensures easy access to data that is timely, statistically reliable, and secure. Our survey is administered via e-mail, SMS text and/or telephonically, providing actionable data down to the provider level via our best in class reporting and data distribution capabilities.
10+1 Survey Instrument
Benmor’s custom experience survey features 10 core questions designed to cover all critical touch points associated with a typical ambulatory visit. Rating on a 5-point Likert scale allows for quantifiable results from which health plans can glean clear insight into all aspects of the patient experience with confidence to the provider level. A final free text question solicits suggestions for improvement providing additional insight. This short survey provides ease of analysis, less burden to patients (3-4 minutes) and a positive impact on long term response rates.
Digestible Reporting
- Brenmor’s reporting capabilities are designed to easily distribute reliable and digestible survey results, both internally and across your networks.
- Brenmor generates comprehensive aggregated reports every six months that trend results and allow your practices to intuitively drill down to the root cause of problem areas.
- Our reports are set up graphically to quickly interpret and understand rankings and performance against previous measurement periods.
- All reporting is stratified by overall Group, Office Location, Specialty and Provider scores including Individual Provider Report Cards will drive accountability throughout your organization.
- Customized report stratification can be applied to your results.
Real-Time Analytics Portal (PEAP)
- The Patient Experience Analytics Portal (PEAP) will provide you access to both current survey results as well as historical survey performance.
- Your survey administrator will have full authority to manage user access and the level of information that each individual user is authorized to view.
- Brenmor’s dashboard provides quick access to the most frequently used KPIs and survey information.
- The query tool allows the production of customized reports to an extremely granular level. Custom report templates can be saved for future use and utilized to deliver “push-reports” to selected users at scheduled/recurring time frames driving provider engagement via frequent updates.
- Customized dashboard views are available.
Data Hygiene
Brenmor places a premium on the accuracy of the EMR encounter data that is utilized to conduct your surveys. Experience has taught us that providers can be missing or associated with the wrong office or specialty in the data extract. Brenmor employs a sophisticated audit process to identify data anomalies before surveys are completed.
Customization
Brenmor allows for questions to be added or substituted within the 10+1 survey instrument, understanding that health plans face their own unique challenges and needs when addressing the experience their members have within your provider network. Many health plans will adjust questions to more closely correlate to the Medicare Advantage CAHPS summary/composite measures that are most relevant to their operation.
Beyond the Reporting
The Brenmor team goes beyond the administration of a survey program to ensure an unparalleled service is delivered to our clients. Our industry-leading resources provide research design and consultative planning services as an included deliverable in each engagement. At the onset of the partnership, we facilitate enfranchisement by providing customer service training and education to staff and clinicians, empowering your team to affect member experience in the pursuit of patient centered care.