Webinar: Member Experience Data Collection - coming soon to a Community Care Hub near you?
Did you miss “Member Experience Data Collection - coming soon to a Community Care Hub near you?” Thank you Partnership to Align Social Care for hosting Eviset. What an honor to be in conversation with such an esteemed audience!
Key Takeaways
DE-BUNKING THE MYTH THAT HIGH-NEEDS PATIENTS WON'T SHARE FEEDBACK. An inspiring case study from a leading Area Agency on Aging confirms - if you make it easy for patients to share their experience data and narrative comments, they will. 20-30% response rates across community care providers have proven that.
TECHNOLOGY ADVANCES HAVE REDUCED COSTS AND EFFORT REQUIRED FOR MEMBER EXPERIENCE AT SCALE. Community Care Hubs are concerned about managing expense and connecting every dollar to value and impact. In-webinar poll results showed 94% of respondents have 5 hours or less each week for member experience data. That doesn't need to be a barrier. Smart use of tech like SMS messaging is readily accessible at affordable price points and tools are available to automate the process within these time constraints.
STORIES NOT STATISTICS. Patients want to be heard. They want to tell their story, not fill in circles on a check box survey. With rapid advances in AI to parse narrative efficiently, we no longer need to conduct expensive focus groups and interviews to hear stories from only a few. We can hear the stories of every community member and leverage tools that help us efficiently extract meaning and actionable insights at scale.
SOME EXISTING EXPERIENCE MEASURES WORK. LET'S NOT REINVENT THE WHEEL. About 25% of the attendees said they have methods to systematically collect member experience data and use it to guide strategic decisions. They urged to integrate experience measures that already have a lot of efforts behind them (e.g. CAHPS HCBS).
TRANSPARENT AND STANDARDIZED MEASURES, PLEASE. To meaningfully evaluate and compare organizations, we need standardized and transparent experience metrics.
WHOSE MEASURE IS IT ANYWAY? It’s easy to agree we should measure what matters. But “what matters” can be very different across stakeholders – patients, care providers, payers, healthcare partners, compliance overseers. As summed up by one attendee: “It's a tight rope to balance - needing to provide funder metrics as well as true quality metrics without overburdening members with too many questions.”
SO WHY ARE AT LEAST 50% OF COMMUNITY CARE PROVIDERS NOT USING MEMBER EXPERIENCE DATA FULLY This question was raised by a webinar participant after seeing poll results. He observed that member experience data was too rarely used for contract negotiation with health care providers and partners, and is a fundamental reason why they replicate some of these services internally as opposed to contracting with community care.
Answering that last question is why we held this webinar.
