Title of Outcome Measure (Improvement Target):IT-6.1: Percent Improvement over Baseline of Patient Satisfaction Scores

Unique RHP outcome identification number(s): 130601104.3.1, 130601104.3.2, 130601104.3.3

Outcome Measure Description:

To achieve improvement under this metric, Providence will engage in project planning during DY 2. In DY 3, Providence will apply the planning developed in DY 2 in order to determine baseline rates for future DYs. In DY 4, Providence intends to improve its patient satisfaction scores by at least 2.5% over the baseline recorded in DY 3 for the following areas: (1) patients’ rating of whether patients are getting timely care, appointments, and information; (2) patients’ rating of how well their doctors communicate; (3) patients’ rating of doctor access to specialist. In DY 5, Providence intends to improve its patient satisfaction scores by at least 2.5% over the DY 4 measurement in the same areas.

Process Milestones:

  • DY2:
  • P-1 – Project planning – engage stakeholders, identify current capacity and needed resources, determine timelines and document implementation plans
  • DY3:
  • P-2 – Establish baseline rates

Outcome Improvement Targets for each year:

  • DY4:
  • IT-6.1: Percent improvement over baseline of patient satisfaction scores—patient’s rating of whether patient is getting timely care, appointments, and information—2.5% improvement over DY3
  • DY5:
  • IT-6.1: Percent improvement over baseline of patient satisfaction scores—patient’s rating of whether patient is getting timely care, appointments, and information—2.5% improvement over DY4

Rationale:

The El Paso area faces several major healthcare challenges, including a lack of primary care capacity, which can result in negative utilization patterns such as ED overutilization. Improper utilization results in lower levels of patient satisfaction with the care received, since it is not the level of care or type of care most appropriate to the patient’s condition. This challenge will be addressed by Providence’s Expand Primary Care Access project (130601104.1.1), and Providence expects to see an improvement in patient satisfaction as a result of the associated Category 1 project.

Another challenge which El Paso faces to a greater extent than other regions of the state is the challenge of providing culturally competent care to the region’s large Hispanic patient population. A deficiency of proper, culturally-aware communication by physicians, hospital staff, and other providers will result in lower levels of patient satisfaction. This challenge will be addressed by Providence’s Enhance Interpretation Services and Culturally Competent Care project (130601104.1.2), and Providence expects to see an improvement in patient satisfaction as a result of the associated Category 1 project.

Finally, the El Paso area must address the challenges presented by the serious regional lack of specialty care capacity. Prompt access to specialty care will make it possible for patients to better manage their chronic health problems, resulting in better utilization of the resources available in the El Paso community of providers, and less utilization of expensive and inefficient healthcare sites such as Emergency Departments. Improper utilization results in lower levels of patient satisfaction with the care received, since it is not the level of care or type of care most appropriate to the patient’s condition. This challenge will be addressed by Providence’s Expand Specialty Care Capacity project (130601104.1.3), and Providence expects to see an improvement in patient satisfaction as a result of the associated Category 1 project.

Outcome Measure Valuation:

$4,806,840. In determining the value of this outcome measure, Providence considered the extent to which an improvement in patient satisfaction scores will address the community’s needs, the population which this improvement will serve, the resources and cost necessary to realize the improvement, and the improvement’s conformity to the goals of the Waiver (including supporting the development of a coordinated care delivery system, improving outcomes while containing costs, and improving the healthcare infrastructure). Specifically, the valuation of this outcome measure takes into account the fact that patient satisfaction scores in the identified areas will be a good indicator of whether Providence’s related Category 1 projects are successful in their goals. The valuation of this outcome measure also takes into account the challenges which Providence will face in maintaining a patient satisfaction survey system appropriate to the patient populations served.

Tenet plans to implement a similar Category 3 project at its Sierra Providence East Medical Center location, serving a different geographic area of the city. The disparity in valuation between this Providence project and the similar Sierra East project is due to the fact that Providence is a much larger facility than Sierra East (with 508 beds, compared to 110 at Sierra East) and accounts for 270% more Medicaid and uninsured days than Sierra East.

130601104.3.1, 130601104.3.2, 130601104.3.3 / 3.IT-6.1 / Percent Improvement Over Baseline of Patient Satisfaction Scores
Providence Memorial Hospital / 130601104
Related Category 1 or 2 Projects:: / 130601104.1.1, 130601104.1.2, 130601104.1.3
Starting Point/Baseline: / TBD
Year 2
(10/1/2012 – 9/30/2013) / Year 3
(10/1/2013 – 9/30/2014) / Year 4
(10/1/2014 – 9/30/2015) / Year 5
(10/1/2015 – 9/30/2016)
Process Milestone 1 [P-1]: Project planning—engage stakeholders, identify current capacity and needed resources, determine timelines, and document implementation plans.
Data Source: Documentation of project planning
Process Milestone 1 Estimated Incentive Payment: $567,718 / Process Milestone 2 [P-2]: Establish baseline rates.
Data Source: EHR; claims.
Process Milestone 3 Estimated Incentive Payment: $658,059 / Outcome Improvement Target 1 [IT-3.1]: Percent improvement over baseline of patient satisfaction scores.
Improvement Target: 2.5% improvement over DY3.
Data Source: Patient survey.
Outcome Improvement Target 1 Estimated Incentive Payment: $1,055,955 / Outcome Improvement Target 2 [IT-3.1]: Percent improvement over baseline of patient satisfaction scores.
Improvement Target: 2.5% improvement over DY4.
Data Source: Patient survey.
Outcome Improvement Target 2 Estimated Incentive Payment: $2,525,109
Year 2 Estimated Outcome Amount: $567,718 / Year 3 Estimated Outcome Amount: $658,059 / Year 4 Estimated Outcome Amount: $1,055,955 / Year 5 Estimated Outcome Amount: $2,525,109
TOTAL ESTIMATED INCENTIVE PAYMENTS FOR 4-YEAR PERIOD: $4,806,840

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