One of the great things about working at pMD is the face to face time we get with our customers. I recently had the opportunity to travel with colleagues and meet with some of our customers on both sides of the country. The trip was a success by all accounts and it was a wonderful way to spend time with my fellow pMDers.
While talking with one of our doctors, the topic of patient satisfaction came up. It's a complicated measure and with the transition to value based reimbursement, it's more important than ever. Most people relate quality of care to how effective a particular treatment is or how quickly a patient was admitted, treated, and discharged without subsequent readmission. The truth is, patient satisfaction is of particular interest to CMS because it's a key pay-for-performance metric. Under the CMS Hospital Inpatient Value-Based Purchasing (HIVBP) program, reimbursements are tied directly to patient satisfaction surveys, which are completed by the patients themselves.
This means that what’s important to the patient is important to the physician. When a patient’s needs are not met, not only does the physician hear about it through scathing letters or even worse, the local news, but it can affect reimbursement. So how can we help ensure patient satisfaction?
One of the key components of patient satisfaction is communication. Patient treatment consists of more than a surgical procedure or consultation. Physicians must also convey that they have the patient’s best interest at hand, paying attention to their feelings and concerns. This is not always easy and can lead to anxiety for both the patient and physician.
One of the ways that pMD facilitates better communication is by assisting with transitional care management (TCM). If one of our physicians is transitioning care to another physician, the patient can be assured that the new physician is up to date and they are not going to be lost in the continuum of care. pMD accomplishes this feat by allowing physicians to securely share pertinent parts of the patient record with the necessary parties for seamless care. The way this information is shared is as easy as sending a text message, and best of all, it's HIPAA-compliant!
Patient satisfaction is directly related to reimbursement and physician satisfaction. If we can help make sure the overall trend of patient satisfaction is up for our providers’ patient populations, then that’s good news for everybody. A happy patient leads to a happy physician, which is what pMD is all about - making doctors happy!