amga provider satisfaction survey
DESCRIPTION
AMGA Provider Satisfaction Survey. 2005 Results. Survey Summary. The Survey Second year of participation in the AMGA survey Surveys completed November-December 6 th Surveys completed via the internet 421 clinicians completed surveys = approximately 37% response rate. Response Demographics. - PowerPoint PPT PresentationTRANSCRIPT
1
AMGA Provider Satisfaction Survey
2005 Results
2
Survey Summary
The Survey
• Second year of participation in the AMGA survey
• Surveys completed November-December 6th
• Surveys completed via the internet
• 421 clinicians completed surveys = approximately 37% response rate
3
Response Demographics
Number Surveyed
Number Repondents
Response Rate
Total All Providers 1146 421 37%
Education Physicians 952 320 34%
Primary Care 294 121 41%
Medical Specialists 295 105 36%
Surgical Specialists 175 42 24%
Other MDs 166 52 31%
Non MDs 216 98 45%
Age < 36 57
36 - 45 145
46 - 55 146
> 55 62
Gender Male 246
Female 169
Years w ith Group < 5 years 150
5 - 15 years 160
> 15 years 79
Response Rate by Cohort
4
Overall Results
UWMFOverall Clinic Analysis
Overall Satisfaction
Very Dissatisfied
Somewhat Dissatisfied
NeitherSomewhat Satisfied
Very Satisfied Provider N
UWMF 2% 11% 12% 47% 29% 421
AMGA Norm 2% 9% 10% 48% 30% 8885
47%
UWMF Overall Satisfaction Percentile Ranking: 47
AMGA Best Practice (95th Percentile):
How satisfied are you with your overall medical practice?
5
Overall Results
Dimensions of Provider SatisfactionGraphed in Descending order of Correlation with Overall Satisfaction
.00
.10
.20
.30
.40
.50
.60
.70
.80
.90
Lead
ersh
ip a
ndC
omm
unic
atio
n
Qua
lity
of C
are
Tim
e S
pent
Wor
king
Pat
ient
Inte
ract
ion
Adm
inis
trat
ors
Com
pens
atio
n
Rel
atio
nshi
psw
ith S
taff
Res
ourc
es
Acc
epta
nce
byC
olle
ague
s
Pap
er W
ork
Com
pute
rs
Pre
auth
oriz
atio
nH
assl
e
Ver
y S
atis
fied
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
6
UW Hospital and Clinics 62%Meriter Hospital 28%
Missing/Did not respond 10%
% Very Satisfied by Primary Hospital Affiliation
Dimensions*UW Hospital and Clinics Affiliation
Meriter Hospital Affiliation
Leadership and Communication
14% 9%
Quality of Care 38% 41%Time Spent Working 20% 21%Patient Interaction 40% 34%Administrators 16% 11%Compensation 10% 8%Relationships with Staff 28% 29%Resources 23% 22%Acceptance by Colleagues 30% 24%Paper Work 9% 9%Computers 57% 57%Preauthorization Hassle 10% 10%
Percent Very Satisfied:
Primary Hospital Affiliation
Hospital Affiliation as % of Responses (N=421)
Overall Results by Hospital Location
7
Overall Results
The Results
Highest Rated Dimensions (% Very Satisfied)
• Computers (57%)
• Quality of Care (38%)
• Patient Interaction (37%)
Lowest Rated Dimensions (% Very Satisfied)
• Paper Work (9%)
• Compensation (10%)
• Preauthorization Process (10%)
Greatest Impact for Improving Overall Satisfaction
• Leadership and Communication
• Quality of Care
• Time Spent Working
8
Prioritizing Improvements
DimensionRank of Correlation
with Overall Satisfaction
Dimension Score
Percentile Ranking
Priority Score
Leadership and Communication 1 .12 n/a n/aQuality of Care 2 .38 28 1.14Time Spent Working 3 .21 35 1.11Patient Interaction 4 .37 53 .88Administrators 5 .14 n/a n/aCompensation 6 .10 30 1.07Relationships with Staff 7 .29 55 .80Resources 8 .23 40 .95Acceptance by Colleagues 9 .28 49 .84Paper Work 10 .09 31 .96Computers 11 .57 55 .69Preauthorization Process 12 .10 35 .84
Dimensions Sorted in Terms of Greatest Potential Impact for Improving Overall Satisfaction
n/a-Dimensions excluded from AMGA analysis due to customized question content
Note: 'Rank of Correlation with Overall Satisfaction' based on internal factors (dimension score and correlation coefficient) only, does not include calulations using external percentile rankings.
9
Comparison to Norm
DepartmentDept % Very Satisfied as a
Percentage of the Dept NormENT (n=10) 265%Optometry (n=4) 258%Neurosurgery (n=4) 248%Radiation Oncology (n=3) 223%Infectious Disease (n=5) 167%Nutrition (n=3) 167%GI (n=9) 157%OBGYN (n=17) 147%Nephrology (n=4) 139%Urology (n=5) 133%Ophthalmology (n=9) 131%Pulmonary (n=9) 114%Anesthesia (n=12) 114%Orthopedics (n=15) 112%Neonatology (n=3) 110%Sports Medicine (n=3) 110%Vascular Surgery (n=3) 110%Gerontology (n=6) 104%General Surgery (n=18) 103%
10
Comparison to Norm
DepartmentDept % Very Satisfied as a
Percentage of the Dept Norm
Endocrine (n=8) 89%Radiology (n=14) 88%FP (n=63) 87%Plastic Surgery (n=5) 80%Urgent /ER (n=16) 78%CVS (n=4) 78%General Internal Medicine (n=36) 70%Psychiatry (n=19) 69%Dermatology (n=5) 65%Neurology (n=11) 64%Hematology-Oncology (n=18) 59%Cardiology (n=15) 57%Pediatrics (n=15) 57%Allergy (n=8) 56%Rheumatology (n=6) 49%Peds Specialties (n=11) 47%Pathology (n=9) 37%Hospitalist (n=4) 0%
11
Leadership and Communication
Leadership and Communication by Cohort
.00
.10
.20
.30
.40
.50
.60
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<=
35
36-4
5
46-
55 56+
Mal
e
Fem
ale
< 5
Yea
rs
5 -
15Y
ears
>15
Yea
rs
Age
Ver
y S
atis
fied
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Gender Years w ith GroupEducation
12
Quality of Care
Quality of Care by Cohort
.00
.10
.20
.30
.40
.50
.60
.70
.80
.90
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<=
35
36-4
5
46-
55
56+
Mal
e
Fem
ale
< 5
Yea
rs
5 -
15Y
ears
>15
Yea
rs
Ver
y S
atis
fied
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years w ith Group
13
Time Spent Working
Time Spent Working by Cohort
.00
.10
.20
.30
.40
.50
.60
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<=
35
36-4
5
46-
55
56+
Mal
e
Fem
ale
< 5
Yea
rs
5 -
15Y
ears
>15
Yea
rs
Ver
y S
atis
fied
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years w ith Group
14
Patient Interaction
Patient Interaction by Cohort
.00
.10
.20
.30
.40
.50
.60
.70
.80
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<=
35
36-4
5
46-
55
56+
Mal
e
Fem
ale
< 5
Yea
rs
5 -
15Y
ears
>15
Yea
rs
Ver
y S
atis
fied
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years with Group
15
Administrators
Administrators by Cohort
.00
.10
.20
.30
.40
.50
.60
.70
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<=
35
36-4
5
46-
55
56+
Mal
e
Fem
ale
< 5
Yea
rs
5 -
15Y
ears
>15
Yea
rs
Ver
y S
atis
fied
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years w ith Group
16
Compensation
Compensation by Cohort
.00
.05
.10
.15
.20
.25
.30
.35
.40
.45
.50
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<=
35
36-4
5
46-
55 56+
Mal
e
Fem
ale
< 5
Yea
rs
5 -
15Y
ears
>15
Yea
rs
Ver
y S
atis
fied
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years w ith Group
17
Relationships with Staff
Relationships with Staff by Cohort
.00
.10
.20
.30
.40
.50
.60
.70
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<=
35
36-4
5
46-
55 56+
Mal
e
Fem
ale
< 5
Yea
rs
5 -
15Y
ears
>15
Yea
rs
Ver
y S
atis
fied
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years with Group
18
Resources Available
Resources Available by Cohort
.00
.10
.20
.30
.40
.50
.60
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<= 3
5
36-4
5
46-
55 56+
Mal
e
Fem
ale
< 5
Yea
rs
5 - 1
5Y
ears
>15
Yea
rs
Ver
y S
atis
fied
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years w ith Group
19
Acceptance by Colleagues
Acceptance by Colleagues by Cohort
.00
.10
.20
.30
.40
.50
.60
.70
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<= 3
5
36-4
5
46-
55 56+
Mal
e
Fem
ale
< 5
Yea
rs
5 - 1
5Y
ears
>15
Yea
rs
Very
Sat
isfie
d
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years with Group
20
Paper Work
Paper Work by Cohort
.00
.05
.10
.15
.20
.25
.30
.35
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<=
35
36-4
5
46-
55 56+
Mal
e
Fem
ale
< 5
Yea
rs
5 -
15Y
ears
>15
Yea
rs
Ver
y S
atis
fied
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years w ith Group
21
Computers
Computers by Cohort
.00
.20
.40
.60
.80
1.00
1.20
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<=
35
36-4
5
46-
55 56+
Mal
e
Fem
ale
< 5
Yea
rs
5 -
15Y
ears
>15
Yea
rs
Ver
y S
atis
fied
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years w ith Group
22
Pre-Authorization Process
Preauthorization Process by Cohort
.00
.10
.20
.30
.40
.50
.60
All
Pro
vide
rs
Phy
sici
ans
Non
-P
hysi
cian
s
Prim
ary
Car
e
Med
ical
Sur
gica
l
Oth
erP
hysn
<= 3
5
36-4
5
46-
55 56+
Mal
e
Fem
ale
< 5
Yea
rs
5 - 1
5Y
ears
>15
Yea
rs
Ver
y S
atis
fied
Education
UWMF
Previous
Best Practice (95th Ptile)
AMGA Norm
Specialty Age Gender Years w ith Group
23
Physician Focus Group Findings
• Create protocol for common specialty referrals with input from primary care and specialists
• Create and enforce performance guidelines for support staff
• Clarify physician roles/responsibilities in clinic environment vis-à-vis staff
• Clarify expectations of physicians with regard to clinical productivity, research, teaching, and outreach
• Health/Wellness/Lifestyle support.• Compensation Issues
24
Provider Resource Center
• Organizational orientation to UW Health
– Explanation of compensation system
• Clinical orientation to practice
• Spouse/Partner orientation
• Professional affairs– Code of Conduct– EAP
25
Provider Resource Center
• Mentor Program
• Wellness Programming
• Customer Service Orientation
– Interacting with patients
– Service Recovery
– Dealing with difficult patients
26
What else can we do?
• Leadership and Communication
• Quality of care
• Time spent working