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Healthcare as a Service: Going Beyond Minimum Requirements

If there’s one thing to take away from this year’s Beryl Institute Patient Experience Conference, it’s that providing each patient with a high-quality experience can no longer be an afterthought, a “nice-to-have” or something to get around to later. It is an absolute necessity – now. Whether you’re part of a small health clinic or major hospital system, your patients are demanding and expecting exceptional experiences.

The days of doing the minimum required to “satisfy” patients are long gone. Thanks to social media and the prevalence of online reviews, if your organization isn’t providing the best possible experiences, it will not stay a secret for long. Most patients have a choice about where they receive healthcare services and, like other services they pay for, they’ll let others know about bad experiences.

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Attending the Beryl Institute Patient Experience Conference? See you there!

We’re gearing up for the Beryl Institute Patient Experience Conference 2017 and we couldn’t be more excited!

The Beryl Institute Patient Experience Conference is an annual, mission-driven event that brings together the collective voices of healthcare professionals across the globe to convene, engage and expand the dialogue on improving patient experience.

The Beryl Institute fosters a global community of practice dedicated to improving the patient experience through collaboration and shared knowledge. The Institute defines the patient experience as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.

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A Snapshot of MACRA, MIPS and Advanced APMs for Clinicians

In late 2016, the Centers for Medicare & Medicaid Services (CMS) released finalized regulations for implementation of the Medicare Access and CHIP Reauthorization Act (MACRA) of 2015. MACRA, which is in effect now, does a number of things. Namely, it serves as a new Quality Payment Program for Medicare Part B clinician reimbursement, ends the Sustainable Growth Rate formula and refocuses reimbursement on efforts to improve care delivery, engage patients and their caregivers, and enhance care coordination and population health management.

Under MACRA, clinicians have two options for reporting quality data to CMS: the Merit-based Incentive Payment System (MIPS) and Advanced Alternate Payment Models (APMs). MIPS combines the Physician Quality Reporting System, Value Modifier Program and Electronic Health Record Incentive Program into a single reporting program.

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The Data Speaks: How to Hire, Support and Retain Engaged Employees [Recorded Webinar]

Our research shows that 70% of healthcare employees are not fully engaged in their organizations and that strong links exist between employee perceptions of their workplace and the patient satisfaction scores their organizations receive on CAHPS surveys. Clearly, attracting and supporting an engaged employee population is critical for successful healthcare organizations.

Join our Senior Consultant for Employee Engagement, Connie Saunders, on February 28, 2017 at 2:00pm EST for a data-fueled discussion on driving healthcare employee engagement through thoughtful recruitment and retention. Our informational webinar will detail interview approaches that support hiring for engagement and strategies for retaining valuable employees.

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A New Look for Bivarus

2016 was a year of expansion for Bivarus. Late in the spring, we joined forces with The Jackson Group to enhance the strengths of each company. Over the last several months, we have transitioned into a tight-knit team committed to providing comprehensive, cost-effective and technology-enabled solutions to capture and deliver actionable data and insights to our customers. As we jump into 2017, we have unified under our shared company name, Bivarus, and are delighted to launch a new website and an evolved brand to reflect our growing company.

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Harnessing the Patient Voice to Improve Patient Safety

In the spring of 2016, the U.S. Department of Health’s Agency for Healthcare Research and Quality published the article, “Pilot Testing Patient Reporting of Safety Events from the Patient and Family Perspective,” highlighting the importance of collecting patient feedback to create a more complete understanding of how and when safety events occur in clinical settings.

In the article, the author acknowledged challenges around engaging patients to identify safety issues but argued that various approaches must be engaged to gather input on patient safety:

“The bigger challenge is understanding how to get that input in a constructive way that’s meaningful and not burdensome to patients, clinicians, or improvement experts. As with other efforts to improve patient safety, success depends on: (1) overcoming the difficulties of collecting useful feedback and (2) translating this information into knowledge that can lead to safer care.”

In the forthcoming Journal of Patient Safety article, “A Patient Reported Approach to Identify Medical Errors and Improve Patient Safety in the Emergency Department,” Bivarus co-founders and their research colleagues address these challenges directly.

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Will Seniors Provide Patient-Experience Feedback Electronically?

One of the reasons our patient-experience platform yields such high response rates is its easy-to-use electronic format. Our platform sends surveys to patients via email or text message (whichever they prefer) within hours of their encounters with healthcare organizations and providers. While it seems intuitive for younger generations to embrace this technology over paper-based surveys, a question we often hear from clients is, “Will our senior patients and/or their caretakers provide patient-experience feedback electronically?”

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Using Continuous Quality Improvement to Improve Your Patient Experience

Whether in manufacturing, technology or healthcare organizations, the historic approach to quality improvement has typically been to identify a problem, implement a solution and then move on to the next problem. However, effective quality improvement requires continuous evaluation of processes to ensure improvements are effective and that nothing falls behind. Continuous quality improvement, or CQI, is a quality management process that monitors and improves performance on an ongoing basis. CQI allows organizations to continuously collect data in order to implement positive changes even when things are going well, rather than waiting for things to go wrong and then fixing those problems. Instead of discretely implementing improvement initiatives, a CQI approach encourages organizations to regularly ask themselves, “How can we do better?”

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