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Crossroads Group Best Practices

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23rd Best Practices Group (Austin, TX)Best-Practice Patient Survey Measurement, Reporting, & Benchmarking

1Key Organizational BenefitsScorecard Reporting: Service Excellence and PCMH scorecard for Senior LeadershipActionable Reporting: Organizational scorecard and improvement tool with utility in the following areas: Broad and refined measure of patient perceptions and need awareness (hearing voice of the customer)Service excellence and quality patient care improvementStrategic and operational planning measuresAdvertisement, public relations, communication, and recruitment Patient-centered-medical-home measuresBest-practice group score comparisons, aggregate data

Key Report ComponentsSamples Shown

Core Reporting for Each CHCAggregate ScoresAggregate VerbatimsBy-Site ScoresBy-Department ScoresBy-Provider Scores (balanced based on target)Reception ReportBy-Provider VerbatimsLeadership Cross-TabulationAppointment Wait Experience and Satisfaction ReportProvider Wait Experience & Satisfaction ReportNational BenchmarkPeer Group BenchmarkExec summary includedCourtesy recorded webinar4Sample Organizational By-Department Benchmark

Sample Peer-Group Overall Satisfaction Score Benchmark

Sample Peer-Group Satisfaction Score Benchmark

Sample Peer-Group PCMH Experience Score Benchmark

Future Contract OpportunitiesCustomized questionnaire and report design (core and flex)Guaranteed sample sizes, deliverable dates, and provider sample balanceQuarterly peer group best-practices benchmarking (medical, dental, behavioral health)Executive Summaries and start-up webinar includedOne-time project start-up fee (questionnaire and report design, project start-up); discounted per-survey rateIntegrated pharmacy survey, employee survey, language, and/or provider-retention add-onsNo long-term contract, no project management fees, only completed surveys invoiced

Questions & Answers

Crossroads Group (CG) Contact InformationMark Robledo (President & CEO)Direct: [email protected]


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