Assess Member Satisfaction with Post-Provider Visit Surveys

While health plans strive to give members a positive experience at every touchpoint, it’s difficult to make comprehensive improvements in member journeys without insights into interactions with providers. Timely member feedback about patient experiences with providers enables plans to address the Consumer Assessment of Healthcare Providers & Systems (CAHPS) measures.

With the right survey, member experiences with providers do not need to stay in the unknown category. Post-Provider Visit Surveys can ease the burden for plans by rapidly gathering member-level details to increase Star Ratings, member retention and quality of care.

Capture Valuable Provider Visit Feedback

Post-Provider Visit Surveys are a convenient, fast survey tool for assessing member satisfaction with a provider visit and proactively resolving challenges. The survey can capture member sentiment soon after a visit while the experience is fresh in their mind.

The key is asking the right questions so the plan can arrive at the right answers to increase member satisfaction. Designed by behavioral scientists and engagement strategists, a well-rounded Post-Provider Visit Survey asks members simple questions to identify provider issues and offer direction for developing resolutions.

Surveys should evaluate a provider visit for:

• Whether a provider is informed about a member’s most recent health records and specialist recommendations
• If a provider spoke to a member about all of their prescribed medications
• If a provider’s office provides timely follow-up information about test results
• If a provider’s office helped members coordinate care between different providers and specialists
• How well a member would rate a provider and why they feel that way

Asking for feedback on a provider experience can give a member confidence the plan is interested in their input and focused on satisfaction. Responding to a survey can also help a member feel heard and part of a solution. This combination enables plans to proactively improve plan perception when members complete official CAHPS surveys and review plan options during Open Enrollment.

Fast Track Member Feedback

Getting Post-Provider Visit Surveys in front of members is quick and simple with Healthmine. Our strategy incorporates four elements to generate input quickly:

• Standardized surveys: Questions should cover essential aspects of patient visits with primary care physicians and specialists.
• Automated: By tying survey deployment to medical claims for provider visits, plans can quickly ask for feedback when the questions are relevant to members.
• Accessible to all: Minimize any barriers to survey completion by directly linking members to digital surveys that can be completed at any time without logging into a member portal.
• Preferred delivery channel: Delivering surveys via email or text messages keeps costs low and eliminates manual data entry processes. These channels are effective outreach tools, especially amidst rising interest in digital channels among Medicare Advantage members.

Start Evaluating Provider Visits

Amidst the many challenges facing health plans, launching another survey tool is difficult without the right strategic partner to offset the burdens on internal teams and IT resources. With Healthmine’s Post-Provider Visit Survey, plans can automate survey deployment to quickly capture member feedback. Our surveys follow a standardized format designed by behavioral scientists to maximize responses and support an easy implementation process.

Leverage Post-Provider Visits Surveys to:

• Access continuous member experience feedback with weekly survey distribution.
• Identify which provider to contact and focus areas to proactively resolve member issues.
• Address the Care Coordination measure in the CAHPS survey.
• Minimize abrasion with each member receiving no more than two surveys within a 60-day period.

When paired with Healthmine’s CAHPS improvement solutions, Post-Provider Visit Surveys support data-driven CAHPS strategies that proactively identify specific member feedback, address at-risk CAHPS measures and take advantage of opportunities improve Star Ratings.

Uncover the unknown in member journeys. Start gathering important insights with a fast survey solution that improves patient-provider experiences. Contact us for a demo.