2020 Provider & Patient Satisfaction Surveys Demonstrating quality and delivering value
Smart solutions. Healthy results.
Demonstrating Satisfaction Achieving Satisfaction Patient and provider satisfaction are two of the keystones of the quadruple aim. Along with cost containment and better outcomes, the consistent evaluation of provider and patient experience within healthcare delivery is an essential component in driving value. For nearly two decades The CHP Group (CHP), the recognized authority and partner of choice for integrative healthcare (IH), has surveyed both patients and providers about their experience with the delivery of care. While many things have changed in healthcare since CHP began providing access to high-quality
integrative healthcare providers in 1989, one thing has remained the same: both providers and patients appreciate the expert level of service pioneered by The CHP Group. Through expert claims processing and proprietary network utilization management, CHP has built a business that removes the administrative burdens, like prior authorization, that have for too long frustrated providers and patients. The result? With overall satisfaction in the high 90s for both patients and providers, our numbers speak for themselves.
2020 Provider & Office Staff Satisfaction Survey
11
questions
# of Respondents
7m 14s
320 providers 39 office staff
average time to complete
Customer Service Percentage of respondents answering “Satisfied” or “Highly Satisfied“
1
Courteous
99%
Professional
99%
Knowledgeable
94%
Accessible
94%
Timely response
93%
Claims Experience Average Satisfaction Score, categories listed at left
96%
Percentage of respondents answering “Satisfied” or “Highly Satisfied“ Claims paid timely
95%
Ease of claim submission
94%
Overall satisfaction with claims process
90%
Average Satisfaction Score, categories listed at left
91%
Why Integrative Healthcare?
As an increasing level of peer-reviewed evidence supporting acupuncture, massage therapy, naturopathic, and chiropractic medicine becomes available, and consumer demand rises, conventional medicine is supporting the greater integration of IH into patient care as a way to achieve better outcomes, cost control, and patient satisfaction.
Integrative healthcare (IH) plays an essential role in advancing whole-body wellness. As occurrences of chronic disease and pain continue to grow, more and more individuals are seeking out safe and effective nonpharmacological alternatives to conventional medical care.
2020 Patient Satisfaction Survey
10
199
Survey Scores
537
questions
patient responses
provider participants
98% 97%
2020 Overall Patient Satisfaction
Ten-Year Average Overall Patient Satisfaction
CHP Survey Questions In the last six months, did this provider talk with you about specific things you can do to manage your condition?
98%
Has the treatment or recommendation you have received from this provider reduced your use of opiate/ narcotic pain medications, for example: oxycodone, Vicodin?
89%
answered always or usually
answered always or usually
Has the treatment or recommendation you have received from this provider helped you?
Has the treatment or recommendation you have received from this provider reduced your use of other medical care for this condition?
99%
answered always or usually
94%
answered always or usually
2
Comparison of CAHPS® Adult Survey 3.0 Overall Rating of Provider, by Physician Specialty (2019) and CHP Combined Scores (2020) Patients rating their satisfaction with provider at 9 or 10 where 10 is “Most satisfied”
CAHPS® Database Overall
Family Practice
Internal Medicine
Orthopedics
CHP Providers
80%
77%
79%
78%
94%
At The CHP Group, we add the additional component of ‘provider satisfaction’ to our annual equation of the health of and vibrancy of integrative healthcare. This combination of patient and provider feedback, conducted through a direct survey of CHP providers and their patients, provides significant insights into the importance of IH for patients. It also delivers information about the value of maintaining a right-sized, high-quality network of providers and the necessity of a provider-focused network management methodology to ensure the fast, safe, and appropriate delivery of evidencebased care to patients.
The CHP Group 6600 SW 105th Ave Ste 115 Beaverton OR 97008 chpgroup.com © The CHP Group 2021
800-449-9479
Delivering Value Finding the right partner to deliver a highquality network of integrative healthcare (IH) providers has never been easier. CHP provides access to a high-quality network of chiropractors, naturopathic doctors, acupuncturists, and massage therapists across the western United States via scalable and customized models, including network lease, administrative service only, and fully capitated programs. With over 30 years of experience in claims administration, benefit design, and network management and utilization, CHP is the recognized authority and partner of choice.
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