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How to use Member Experience Surveys
to Elevate Patient Experience and Improve Organizational Health?

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LEGER
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Consumer Opinion Services
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Table of Contents

01

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Enhance your Patient Experience program by using these major PX trends. Increase Patient Satisfaction. Reduce Churn

What are Member Experience Surveys?

Member experience surveys collect feedback on the experience of patients with their healthcare providers. By measuring and improving member experience, healthcare organizations can reduce patient churn and increase referrals. Member experience surveys allow healthcare providers to learn whether they are meeting member expectations or whether they are lacking in any area.

Pain points within member journeys can be better addressed by listening to what your patients want rather than providing them with what you think they want. Member experience surveys allow you to walk in the shoes of your patients and understand how they perceive their experience. This helps you identify their expectations before measures can be taken to meet these expectations. 

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02

Importance of Conducting Member Experience Surveys

Nowadays, patients are making more informed healthcare decisions and are more careful while choosing their healthcare providers. They rely on publicly available survey results while deciding where to receive care. Member experience surveys provide healthcare providers with information on member expectations and the ways in which they can meet them. By focusing on member experience, organizations will experience a positive effect on their CAHPS scores and star ratings, which will help improve organizational health through reduced member churn and increased referrals. We’ve outlined some of the key benefits of conducting member experience surveys:

  • Helps you Identify the Strongest Influences on Member Experience

Member experience surveys help you determine the strongest influences on member experience and satisfaction. It allows you to outline the areas in which the care being provided is not meeting customer expectations.

  • Helps Identify Pain Points

Member experience surveys allow you to map member journeys and identify pain points. Once these are identified, measures can be taken to improve on these areas to meet patient expectations. 

  • Can Improve CAHPS Score

Tracking member experience through member experience surveys allows healthcare providers to identify patient issues as soon as they arise. These issues can be examined and eliminated at the root to improve member experience and the provider’s CAHPS score.

  • Improved Patient Experiences and Outcomes

The most significant benefit of tracking member experience is that it results in healthier, happier patients. Member experience surveys enable healthcare organizations to improve the care they provide, eliciting improved patient experiences and outcomes. 

Member Experience Surveys1
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03

Using Member Experience Surveys to Improve Service Provided

These are a few ways in which healthcare providers can use member experience surveys to improve the quality of care they provide: 

  • Map Member Journey and Identify Pain Points

By consistently collecting feedback through member experience surveys at different touch points during member journeys, you can identify areas where members are unhappy with their experience. Once these pain points have been identified, you can begin to take the appropriate measures to bridge the gap between the service provided and member expectations. 

  • Keep Members at the Center of Attention while making Decisions

Ensure that the goal of improving member experience is always kept in mind while making decisions. Once you’ve received feedback through your member experience surveys, act on this information to improve on all parts of the member journey, from start to finish. A patient-centric approach will result in a higher customer lifetime value. 

  • Use Follow-up Surveys with Open-Ended Questions

Pain points can be effectively eliminated when you can identify and understand them. To do so, you should use follow-up surveys that ask members open-ended questions related to their issue(s). After this is done, you must aim to understand and rectify the identified problems.

  • Get Back to Members

It is important that members feel heard and are made aware that their complaints/issues are being taken seriously. To do so, you must clearly communicate with members about the issue resolution and rectification. You must inform them about the changes that the organization is making to ensure that the problem will not reoccur. Providing a high level of care and attention can result in patient loyalty and higher referrals. 

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04

Member Experience and the CAHPS Survey

Consumer assessment of healthcare providers and systems, or the CAHPS, is considered the national standard for measuring and reporting on consumer experience with their healthcare providers. It measures patient perception of the quality of care received. There are many kinds of CAHPS surveys, some may ask questions about health plans while some may ask questions about the quality of care delivered at medical facilities. 

CAHPS is an important measure of the Medicare Advantage Star Program that influences the star ratings of healthcare providers. These star ratings impact the choices patients make while choosing their healthcare provider. This is why it is important for healthcare providers to keep their CAHPS score and star rating high, in order to avoid increased customer churn and reduced rebate. 

Member experience surveys can be used by organizations to track member experience so that issues are identified and eliminated at the root before they can manifest into bigger problems that negatively affect their star ratings. 

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05

Why Choose Voxco for your Member Experience Surveys?

These are a few reasons why Voxco should be your top choice while picking a survey software for your member experience surveys:

  • Omnichannel Survey Software Maximises your Reach

Voxco’s omnichannel survey software allows you to connect with respondents through a range of channels, maximising your reach. Additionally, no matter which channel you survey through, all your data stays in one place.

  • Use Voxco CATI with Voxco IVR and our Cloud based Dialer

Our survey software can be seamlessly paired with additional tools such as Voxco Dialer and Voxco IVR. This can boost your productivity by upto 400%. 

  • Voxco Analytics performs Complex Statistical Analysis

Voxco’s survey analytics tool can help transform the data collected through member experience surveys into actionable insights. Our intuitive dashboards let you track studies, ad-hoc surveys, or syndicated research.

  • HIPAA and SOC 2 Compliant

Our survey software is secure and confidential, and enables you to be HIPAA compliant and SOC 2 compliant. 

  • Handles both HCAHPS and Non-HCAHPS Surveys

HCAHPS surveys lack in many aspects as they only capture a fraction of factors that affect patient experience and there is no digital mode available. This creates a need for non-HCAHPS surveys to be conducted as well. Voxco has you covered for both. 

  • Subject Matter Expertise from Voxco’s Team

Voxco boasts a number of clients within the medical, patient care, and healthcare industry. Our experience and expertise makes us the best option for your member experience surveys.

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09

FAQs on Member Experience Surveys

Member experience surveys focus on how patients experience key aspects of their care, as opposed to patient satisfaction surveys that focus on how satisfied patients were with their care. 

CAHPS scores from a given year are usually used in the next year’s star ratings. These star ratings influence customers’ decisions while choosing a healthcare provider. Therefore, a lower star rating could cause customer churn and a higher rating could increase loyalty and member acquisition. 

Disenrollment surveys are surveys that ask participants about the reasons that prompted them to disenroll from their healthcare provider. They can be used to gain valuable insights on the drivers of member churn. Once these drivers have been identified, measures may be taken to prevent their recurrence. 

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