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This Concept Map, created with IHMC CmapTools, has information related to: ChavdaPasaolPeterson - Week 5 Assignment, Satisfaction Survey Patient Satisfaction Office Coordinator calls each patient one month after admission and questions the patient as to the satisfaction received from therapy. Trends are noticed based on the number of positive or negative surveys. Comparisons are made based on the patients clinical chart and achievement of goals can then be assessed., Chavda Outpatient Clinic Benchmarks and Dimensions Demand -Referrals from physicians -Other clinic in town -All the services provided including special women's health, Satisfaction ???? Patient Satisfaction Utilize a national group (Press Ganey) for on-going collection of data. *Benchmark: 85th percentile or above in comparsion to other physical therapy departments in the data base Benchmark is reviewed and set yearly. Quarterly reports are reviewed and CQI activities implemented as needed., Chavda Outpatient Clinic Benchmarks and Dimensions Human resources -Employee continuing education -Staff satisfaction - New staff availability, Chavda Outpatient Clinic Benchmarks and Dimensions Department Productivity -Daily schedule -Patient cancellations -Patient no shows -Weather conditions -Patient's treatment tolerance -Documentation time, Staff Annual performance revews Annual competencies Education Daily patient huddles ???? Documentation Baseline data gathered and evaluation completed, treatment plan establsihed Re-evaluations completed every 10th treatment or significant change in condition. Daily progress notes. Peer review of documentation completed quarterly to ensure completeness of record and skilled level of care. Goal:100% compliance, Chavda-Pasaol-Peterson Common Performance Dimensions ???? CLINICAL -All settings utilize some form of peer review for documentation -All settings have a measure of quality involving patient care -Not all settings have a goal or benchmark, Clinical ???? CQI -Address all areas of physial therapy department performance -Goals set according to the area being addressed, Langlade Hospital Diane Peterson ???? Clinical, Satisfaction ???? CQI -Address all areas of physial therapy department performance -Goals set according to the area being addressed, Satisfaction ???? Physician Satisfaction Physicians are surveyed every others year to assess satisfaction with Physcal Therapy Services. Goal set internally: 90% rate services as very good or excellent. Survey completed every 2 years, Clinical ???? Staff Annual performance revews Annual competencies Education Daily patient huddles, Monthly Reports: Revenue and Expense Reports have: *Net Revenue per unit *Direct Expense per unit *Productive FTEs *Volume- Number of units billed *Number of procedures per visit Goal: Actuals within 5% of budget Statistical Reports *Number of patient visits *Number of new patients *Number of patient cancellations and no-shows. *Average number of days until first appointment (Goal is less than 3 days for outpatients, less than 24 hours for inpatients). These reports are monitored monthly and changes made in spending and staffing to correlate with changes in volumes and to maintain budget values. ???? Productivity Target: 70% Goal set internally; no external benchmark utilized at this time. Based on 15 min. units scheduled Uitlize computerized scheduling, so producitivity can be monitored daily, and adjustments made in schedule., Chavda Outpatient Clinic Group Dimensions Chavda-Pasaol-Peterson Common Performance Dimensions, Financial ???? CQI -Address all areas of physial therapy department performance -Goals set according to the area being addressed, Satisfaction Survey ???? Pasaol CareAll HomeHealth, Group Dimensions ???? Chavda-Pasaol-Peterson Common Performance Dimensions, Chavda Outpatient Clinic Benchmarks and Dimensions Cost - Staff salary -Patient's co-pay -Insurance pay - Per unit cost, Chavda-Pasaol-Peterson Common Performance Dimensions ???? SATISFACTION -All setting measure patient satisfaction - Varied methods of collection of data - either written or telephone survey - Not all settings have a goal or benchmark, Pasaol CareAll HomeHealth Financial Outcomes Review of profit/margin loss statement. Quarterly analysis of variances in budgeted expenses vs. actual expenses and budgeted revenue vs. actual revenue. Variances of 5% or more require further investigation and or possible re-structuring. Primary revenue sources consist of Medicare, Medicaid,worker comp. and private insurance as well as self pay individuals.