Ask an Expert: How is Patient Experience Measured? | Binary Fountain

July 02, 2019

Ask an Expert: How Do You Measure Patient Experience?

By: Kayla Zamary

patient experience scoresIn this series, Binary Fountain offers its staff expertise to answer common questions about reputation management.

In this post, Vice President of Growth Initiatives Kate Slonaker takes on patient experience and tools that can help measure and improve service offerings.

What do healthcare providers mean when they talk about patient experience and what are some ways they measure it?

Patient experience encompasses all possible interactions that patients have with a healthcare provider during their treatment, from the moment they arrive to the time they leave, and even follow-ups after that. It includes everything from health plans, doctors, nurses, and staff to hospitals, physician practices, and other facilities. 

It’s an important factor when determining the overall quality of care a person receives and most systems will have a specialist on staff specifically to focus on this aspect of the business. Patient experience includes several aspects of health care delivery that patients value highly when they seek and receive care, like timely appointments, easy access to information, and good relationships with their physicians. 

Traditionally, patient experience has been measured by things like PSS (Patient Satisfaction Scores) and HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) but there aren’t many tools that can aggregate these results into one simple, easily understood place for providers and consumers alike. That’s why we’ve introduced Fountain Analytics as a division of Binary Fountain–to take this challenge head-on.

What is Fountain Analytics and how is it distinct from Binary Fountain?

Fountain Analytics is the research arm of Binary Fountain, in that the Binary Fountain platform allows organizations to view and act upon data trends, while Fountain Analytics strictly pulls the data and gives it a measurement. Partners rely on us to pull data and metrics with this tool to determine a PX Score.

What is PX Score?

The PX Score is the first product available for Fountain Analytics and it analyzes feedback from hundreds of digital sources and quantifies patient sentiment to deliver snapshots that illustrate how providers are performing on key metrics and how they rank against their peers.

PX Score is different from other measurement tools because it is strictly based on industry-standard methodology and it is tailored specifically to the patient-doctor experience. By aggregating data from 200 research-backed categories for each provider, it eliminates the need for doctors to monitor multiple sites for feedback and performance analysis, making improvements and operational changes clearer to see and easier to implement. 

This is especially useful for small practices that don’t typically have the resources for a full-fledged online reputation management platform. Independent providers or smaller practices can use this tool to get a better sense of their strengths, learn how to better market themselves, negotiate for better compensation and discover areas of improvement in their performance. 

What need does this product serve in the healthcare marketplace?

It really addresses concerns that many independent and small providers face on a day-to-day basis. They’re fully aware that reviews and patient feedback are impacting their business, but they often don’t have the resources or time to pinpoint areas of improvement. 

The scores and analysis they can get from this tool, then, gives them the ability to better market themselves and potentially break into some new networks or systems. 

How do providers access Fountain Analytics?

People can go to fountain-analytics.com to learn more. The service comes as an annual subscription that provides quarterly reports with breakdowns of overall PX Score, as well as score by specific categories and segmentations. A new version coming soon will include national and local benchmarking features, along with other app and alert functionality

About the Author

Kayla Zamary
Marketing Manager

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