Patient Experience Results: Patients Matter at HPC

Amy Falk

Amy Falk, CEO

Every year, nearly 14,000 patients walk through HPC’s doors seeking health services—medical, behavioral health and dental.

Many battle chronic diseases; others struggle with mental issues and yet others face challenges of homelessness, abuse, loss of a job or a myriad of other stressors.

It is our mission to provide quality care. That means we must always look at ways to improve care and do what’s right for our patients.

At HPC, we know that patients have the right to choose where to go for their health care, and we want to be their provider of choice—their medical home. That’s why patient satisfaction is a top priority at HPC.

How do we know if we are meeting our patients’ expectations? And doing it consistently?

The best way is to ask our patients. Last year, we revamped our survey tool as well as incorporated questions that are required from grant funders and our Patient-Centered Medical Home Recognition program. We recently added questions about the services provided in our Diabetes Center.

Our questions range from the registration process, phones and front desk check in to provider/support staff and billing/payment process.

In July, 5,627 patients, who received services between April-June 2019, received a survey request (either in English or Spanish) via email or text.

  • More than 350 responded, resulting in a six percent response rate, with a confidence level of 95 percent and a margin of error of only six percent.
  • Besides the great response rate, overall, our satisfaction results were positive. However, there is always room for improvement!

One of the key questions I pay special attention to is “How likely is it that you would recommend HPC to your friends and family?” Responders indicated 82.2 percent would recommend HPC to friends and family, which slightly increased over the last quarter! A number of initiatives have been implemented to continue to improve the care we provide.

In addition, our team pays close attention to our patients’ overall experience related to our facility, billing/payment process and the care we provide.

Here are some of the results:

HPC-2019-08-01-Progress-Report

HPC-2019-08-01a-Progress-Report-Continued

HPC-2019-08-02-Phone-System

HPC-2019-08-04-Registration

HPC-2019-08-05-Registration-Continued

HPC-2019-08-06-Check-in

HPC-2019-08-07-Provider

HPC-2019-08-08-Provider-continued

HPC-2019-08-09-Support-Staff

HPC-2019-08-10-Overall-Care

HPC-2019-08-11-Overall-Care-Continued

HPC-2019-08-12-Behavioral-Health

HPC-2019-08-13-Behavioral-Health-Continued

HPC-2019-08-14-Diabetes-Clinic

HPC-2019-08-15-Diabetes-Clinic-Continued

HPC-2019-08-16-Visits

HPC-2019-08-17-Billing

For a complete report, contact Catherine Rice, Vice President of Marketing and Outreach, at crice@hpcjc.org.

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