Outpatient

With 120 clinics throughout Michigan and northern Ohio, many of our patients receive their care at our outpatient facilities. We currently use the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) survey within Michigan to measure patient satisfaction with outpatient care. The CG-CAHPS survey is a national, public domain survey that measures patient experiences with medical practice and group practice visits at the provider level. This survey is used to assess providers in primary and specialty care settings. Providers may be physicians/residents or other health care professionals such as physician assistants (PA), nurse practitioners (NP), and others.

These surveys measure patient satisfaction with one-on-one visits with care providers in a medical office/exam room type setting. The patient may have an established relationship with a care provider such as a primary care provider or specialist for a chronic condition. In other cases, the patient encounter is associated with acute and/or intense treatment such as surgery or physical therapy.

Surveys have been introduced as the standard way of measuring the patient experience in Ambulatory Care for most clinics. Unlike past surveys, CG-CAHPS surveys are mailed directly to the patient's home, and when they are completed they are sent directly back to the survey vendor for tabulation. This process has been in place since May 2013, and operates on a continuous basis.

Overall Rating of Care
Higher Value = Better Performance

Details

Why is This Measure Important?

This measure is the average score that patients who have visited our clinics gave the University of Michigan Health System to evaluate their overall experience.

How is UMHS Performing?

The overall rating of care in our outpatient clinics has been gradually increasing. On average, patients gave UMHS a score of 94 in June 2015, which is a slight improvement over the previous year. We are moving in the right direction, and we hope to continue to improve our performance and exceed our institutional goal.

UMHS: Hospital Survey Data.

 


Key

Measure Higher Values Equal Better Performance UMHS
(12 Month Average Scores
from Hospital Data)
Comparison Group
(National CAHPS Database)
How We
Compare
Extent to which staff washed hands before exam? 92 93* Lower
Likelihood to recommend this office to family/friends? 89% 89% Better
Ability to get appointment for urgent care when needed? 64% 73% Lower
Ability to get appointment for routine care when needed? 68% 77% Lower
Ability to get an answer the same day to call made during regular office hours? 60% 68% Lower
Ability to get an answer to call made after regular office hours when needed? 68% 67% Same
Saw provider within 15 minutes of appointment? 48% 49% Lower
Overall provider rating? 82% 82% Better
  *The external comparison for handwashing and overall rating of care DO NOT come from the national CAHPS database but come instead from Press Ganey. 

The University of Michigan Health System constantly strives to provide patients with the best care and experience. In this section, we assess patients' satisfaction as they undergo procedures in our outpatient clinics. "Procedures" are different from operations in that they are not as invasive. Examples of procedures include colonoscopies and colorectal cancer screenings.

There is no patient satisfaction survey for outpatient procedures that compares our performance with that of other institutions. Instead, we administer an internal survey to determine how well we are doing and identify areas for improvement. Patients are asked to score our performance on a scale of 0 to 100. A higher score signifies better performance. On most of these measures, we score close to 100. We aim to maintain a high level of patient satisfaction and also look for opportunities for improvement.

Overall Rating of Care
Higher Value = Better Performance

Details

Why is This Measure Important?

This measure is the average score that patients who have undergone an outpatient procedure give the University of Michigan Health System for their overall experience. The score is out of 100 total points.

How is UMHS Performing?

The overall rating for University of Michigan Health System outpatient procedures has been gradually improving. Patients were surveyed in 2015, they gave UMHS a score of 94 on average which exceeds our institutional goal of 90.

UMHS: Hospital Survey Data.

Cleanliness of Procedure Room
Higher Value = Better Performance

Details

Why is This Measure Important?

Not only is it important for patients to receive the highest quality of care, they should receive that care in an environment that is comfortable and clean. This question specifically refers to the cleanliness of patients' procedure rooms.

How is UMHS Performing?

The University of Michigan Health System has been gradually improving in this measure. Patients gave UMHS a score of 91 on average in March 2015.

UMHS: Hospital Survey Data.

Availability of Appointment at Convenient Time
Higher Value = Better Performance

Details

Why is This Measure Important?

This measure shows how well we are able to accommodate patients' requests when they want to schedule a procedure at one of our clinics. Access influences patients' care experience and willingness to return.

How is UMHS Performing?

In March 2015, patients gave us an average satisfaction score of 81.

UMHS: Hospital Survey Data.

Likelihood to Recommend
Higher Value = Better Performance

Details

Why is This Measure Important?

If patients have a positive experience, they are more likely to recommend us to their friends and family. We believe this is an important measure to gauge how satisfied patients are as they undergo procedures at our outpatient clinics.

How is UMHS Performing?

The University of Michigan Health System received on average a score of 90 in March 2015. Patients who had undergone an outpatient procedure said they would most likely recommend UMHS to family and friends.

UMHS: Hospital Survey Data.

Pain Management
Higher Value = Better Performance

Details

Why is This Measure Important?

Pain management is an important component of patient satisfaction. We want to make sure that we are responding to our patients' pain management needs. The survey asks questions about how well the patient's pain was managed during the procedure and whether providers responded with compassion and understanding to the patient's concerns about pain.

How is UMHS Performing?

The University of Michigan Health System has shown improved performance in this measure. In 2015, patients gave UMHS a score of 84 on average for pain management practices.

UMHS: Hospital Survey Data.

Accuracy of Procedure Time
Higher Value = Better Performance

Details

Why is This Measure Important?

In this measure, we evaluate whether the patient experienced any delay in the start time of the procedure.

How is UMHS Performing?

The University of Michigan Health System improved significantly in this measure. Patients gave UMHS a score of 80 for the accuracy of its procedure start time.

UMHS: Hospital Survey Data.

Patients receive a variety of services when they come to our outpatient clinics. One of these services is outpatient operations. Although outpatient operations are invasive in nature, they do not require a hospital stay. Some examples include cataract removal or skin cancer operations. We want to make sure that our patients are being well taken care of, and these measures help us know how we are doing. There is no patient satisfaction survey for outpatient operations available to compare our performance with other institutions. We administer an internal survey to determine how well we are doing and identify areas for improvement. Patients are asked to score our performance on a scale of 0 to 100. A higher score signifies better performance. We perform well in most measures but are working on providing patients with appointments sooner and minimizing delays in operation start time.

Overall Rating of Care
Higher Value = Better Performance

Details

Why is This Measure Important?

This measure is the average score that patients who have undergone an outpatient operation give the University of Michigan Health System for their overall experience. The score is out of 100 total points.

How is UMHS Performing?

The University of Michigan Health System has maintained positive patient ratings in this measure. Our performance has been improving over the past two years. In March 2015, on average, patients gave UMHS an overall score of 95 which exceeds our institutional goal of 90.

UMHS: Hospital Survey Data

Cleanliness of Surgery Room
Higher Value = Better Performance

Details

Why is This Measure Important?

Not only is it important for patients to receive the highest quality of care, but they should receive that care in an environment that is comfortable and clean. This question specifically refers to the cleanliness of the surgery room.

How is UMHS Performing?

The University of Michigan Health System has improved its performance in this measure. Patients gave UMHS a score of 94 points on average in March 2015.

UMHS: Hospital Survey Data.

Availability of Appointment at a Convenient Time
Higher Value = Better Performance

Details

Why is This Measure Important?

This measure shows how well we are able to accommodate patients' requests when they want to schedule an operation at one of our clinics. Access also influences patients' care experience and willingness to return.

How is UMHS Performing?

The University of Michigan Health System has been trying to improve its performance so that patients can schedule their operations at convenient times. In March 2015, patients gave us a score of 84 on average and we are working on continuously improving our ability to accommodate patients' scheduling requests.

UMHS: Hospital Survey Data.

Surgeon Care
Higher Value = Better Performance

Details

Why is This Measure Important?

The University of Michigan Health System has performed consistently in this measure. In October 2011,patients on average gave UMHS a score of 79.3 compared to 77.8 in January 2010.

How is UMHS Performing?

The University of Michigan Health System performs well in this measure and is trending upward. In March 2015, patients gave UMHS a score of 92 on average for the care they received and the quality of their interactions with their surgeons.

UMHS: Hospital Survey Data.

Likelihood to Recommend
Higher Value = Better Performance

Details

Why is This Measure Important?

If patients have a positive experience, they are more likely to recommend us to their friends and family. We believe this is an important measure to gauge how satisfied patients are as they receive care at the University of Michigan Health System.

How is UMHS Performing?

Patients have rated the University of Michigan Health System consistently over the past two years for this measure. On average, patients gave a score of 97 in March 2015 for their likelihood of recommending UMHS.

UMHS: Hospital Survey Data.

Pain Management
Higher Value = Better Performance

Details

Why is This Measure Important?

Pain management is an important factor in patient satisfaction. We want to make sure that we are responding to our patients' pain management needs as they undergo outpatient operations. In the survey, we ask patients to evaluate how well their pain was managed during the operation and whether they received sufficient information on how to manage their pain after leaving the hospital.

How is UMHS Performing?

The University of Michigan Health System maintained a score of greater than 92.

UMHS: Hospital Survey Data.

Accuracy of Surgery Start Time
Higher Value = Better Performance

Details

Why is This Measure Important?

In this measure, we evaluate whether the patient experienced any delays in the start time of the operation.

How is UMHS Performing?

The University of Michigan Health System has performed consistently in this measure. In March 2015, patients on average gave UMHS a score of 81. We are working on continuously improving our start time.

UMHS: Hospital Survey Data.

Nursing Care
Higher Value = Better Performance

Details

Why is This Measure Important?

Nurses spend a significant amount of time with patients. The care they provide is an important factor in the patient's overall experience. In the survey, we evaluate nursing care before the operation and in the recovery room. Some of the questions we ask patients are about nurses' willingness to help and their ability to answer questions in a way that is easy to understand.

How is UMHS Performing?

Over the past few years, our nurses have received high marks from our patients. In March 2015, patients on average gave a score of 94 for their overall satisfaction with the care they received from nurses.

UMHS: Hospital Survey Data.