patient satisfaction

2007 CHANGES TO PATIENT SATISFACTION PROGRAM

The Patient Satisfaction Survey Program has been suspended for 2007!

 That means  NO SURVEYS are required for 2007!

Patient Satisfaction Survey Program

The CNC Quality Improvement Program recognizes that patient satisfaction is one of the most important indicators of the quality and effectiveness of services provided by CNC offices. This portion of the program provides meaningful and actionable information on how patients perceive your practice and the care they receive.    Patients must be given complete anonymity when completing these surveys so each survey must be mailed directly by the patient to CNC or returned to the provider in a sealed envelope, such that neither the provider nor any member of the provider's staff has access to the survey, once it has been completed.

Effective January 2006, a cover letter and master survey with industry-standard questions is provided to each CNC office at the time the provider is credentialed.   If you do not have the survey packet, please fax a request to CNC and we will mail a packet  to you within 10 days.

CNC must receive a minimum of 50 surveys FOR EACH CNC PARTICIPATING PROVIDER by September 30 of each year.  Measuring patient satisfaction is a credentialing requirement and as such, complete compliance with this program is necessary for continued participation in the CNC network!

CNC will notify you in October of each year if we have not received the minimum number of surveys from your patients. 

The CNC Quality Improvement Committee reviews the results of the surveys received from each provider’s practice and a summary report is then mailed to you.  This summary will be sent to you during the first quarter of each year. The results should be reviewed by the physician and office manager. This is a unique opportunity to learn how your patients perceive your practice and what makes it great!

( Areas of weakness identified in the summary should be reviewed with appropriate staff and action plans should be implemented for improvement.) 

The Quality Improvement Chairman will notify the provider if they are below CNC standards in any area and, if necessary, the Quality Improvement Committee will assist the provider in improving areas of weakness. Consistent low scores in patient satisfaction, without demonstrating efforts for improvement, are not acceptable and will result in recommendation for dismissal from the CNC program.

If you need a new survey packet, please use your CNC Fax Form and fax it to CNC with a request for a new survey packet.  A new one will be mailed to you within 10 days.

If you have been credentialed with CNC during the current calendar year, you are required to participate in the Patient Satisfaction Survey program but are not penalized if we receive less than 50 surveys during the first year.  Beginning year two, however, you must assure that CNC receive a minimum of 50 surveys from your patients.

There are two ways to comply with the program requirements    

As you patients are leaving your office, provide them with the survey form, survey instructions and a stamped, preaddressed envelope (addressed to CNC) and ask that they take the survey home and complete it and mail it in the envelope provided.

  OR

Provide your patients with both the survey form and an envelope, and request that they complete this while they are in your office.  Members must be provided with privacy to complete the survey, such as your reception area.  The patient must be clearly instructed to complete the survey, place it in the envelope provided, and to SEAL the envelope BEFORE returning it to you or your staff.  You may then mail mutliple sealed envelopes to CNC in one large envelope.      

Surveys received by CNC that are not in individual sealed envelopes cannot be accepted as part of the required minimum number of surveys so please be sure to carefully follow these instructions.

Thank you for your assistance and cooperation in this important project.   If you have any questions regarding this, please feel free to contact us at (704) 895-8117 ext 2.

(Remember: you may give out these surveys to all your patients, not just your “CNC” patients!)

Participation in the program is mandatory for all CNC providers so please don't delay!