Oakland Southfield Physicians

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OSP Patient Experience of Care

OSP Patient Satisfaction (PSAT) Solution

Background

Oakland Southfield Physicians (OSP) is committed to evaluating the patient experience of care.  Historically, OSP participated in the Michigan Patient Experience of Care (MiPEC) program which was a statewide collaborative convened by the Greater Detroit Area Health Council (GDAHC) and representatives from OSP, other physician organizations, and health plans. MiPEC offered the opportunity to implement the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) Survey to collect and measure patient feedback. With the formal conclusion of the MiPEC project in 2019, OSP has remained faithfully committed to continuing this important work.

OSP's PSAT Solution

OSP offers the standard CG-CAHPS SurveyMonkey (adult or pediatric) to measure patient satisfaction. The survey assesses six main areas related to provider(s) and staff interactions:

  • Care Coordination
  • Courteous and Helpful Office Staff
  • Provider Communication
  • Provider Recommendation
  • Provider Rating
  • Timely Care, Appointments, & Information

A custom web link is created for each practice’s personalized CG-CAHPS Survey. The practice distributes the survey link to their patients via email through their EMR or printed handouts at checkout. OSP provides the printed handouts or if needed, assists with creating an email campaign within the practice’s EMR. Once the survey link is shared with the patients, OSP aggregates and displays the results on the patient satisfaction (PSAT) tab on ospdocs.com. A summary report is generated and posted quarterly that includes a breakdown on how the provider(s) scored in each survey question.

What are the benefits to participating in OSP’s PSAT Initiative?

  • Implement a nationally recognized survey at no cost to your practice
  • Increase potential for incentive earnings
  • Satisfy Blue Cross Blue Shield of Michigan (BCBSM) Patient-Centered Medical Home (PCMH) patient satisfaction requirements

Why is it important to improve the patient experience?

  • CMS has been increasing the weight of categories that are associated with patient experience
  • Patient experience positively correlates to processes of care for both prevention and disease management
  • Patients with positive experiences, particularly communication with providers, are more likely to adhere to medical advice and treatment plans

To learn more or further discuss OSP’s PSAT Solution, please call OSP at (248) 357-4048.

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