amga provider satisfaction survey

26
1 AMGA Provider Satisfaction Survey 2005 Results

Upload: miriam

Post on 21-Jan-2016

69 views

Category:

Documents


2 download

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 Presentation

TRANSCRIPT

Page 1: AMGA Provider Satisfaction Survey

1

AMGA Provider Satisfaction Survey

2005 Results

Page 2: AMGA Provider Satisfaction Survey

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

Page 3: AMGA Provider Satisfaction Survey

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

Page 4: AMGA Provider Satisfaction Survey

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?

Page 5: AMGA Provider Satisfaction Survey

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

Page 6: AMGA Provider Satisfaction Survey

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

Page 7: AMGA Provider Satisfaction Survey

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

Page 8: AMGA Provider Satisfaction Survey

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.

Page 9: AMGA Provider Satisfaction Survey

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%

Page 10: AMGA Provider Satisfaction Survey

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%

Page 11: AMGA Provider Satisfaction Survey

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

Page 12: AMGA Provider Satisfaction Survey

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

Page 13: AMGA Provider Satisfaction Survey

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

Page 14: AMGA Provider Satisfaction Survey

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

Page 15: AMGA Provider Satisfaction Survey

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

Page 16: AMGA Provider Satisfaction Survey

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

Page 17: AMGA Provider Satisfaction Survey

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

Page 18: AMGA Provider Satisfaction Survey

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

Page 19: AMGA Provider Satisfaction Survey

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

Page 20: AMGA Provider Satisfaction Survey

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

Page 21: AMGA Provider Satisfaction Survey

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

Page 22: AMGA Provider Satisfaction Survey

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

Page 23: AMGA Provider Satisfaction Survey

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

Page 24: AMGA Provider Satisfaction Survey

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

Page 25: AMGA Provider Satisfaction Survey

25

Provider Resource Center

• Mentor Program

• Wellness Programming

• Customer Service Orientation

– Interacting with patients

– Service Recovery

– Dealing with difficult patients

Page 26: AMGA Provider Satisfaction Survey

26

What else can we do?

• Leadership and Communication

• Quality of care

• Time spent working