Item 7.2 - Customer-Focused Outcomes (70 pts.)                                                                                                                                        Results

What are your PATIENT- and STAKEHOLDER-focused performance RESULTS?

Summarize your organization’s KEY PATIENT- and STAKEHOLDER-focused RESULTS for PATIENT and STAKEHOLDER satisfaction, dissatisfaction, and ENGAGEMENT.

SEGMENT your RESULTS by HEALTH CARE SERVICE offerings and program types and groups, PATIENT and STAKEHOLDER groups, and market SEGMENTS, as appropriate.

Include appropriate COMPARATIVE data.

Provide data and information to answer the following questions:

7.2a. PATIENT- and STAKEHOLDER-Focused RESULTS

(1)     What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of PATIENT and STAKEHOLDER satisfaction and dissatisfaction?

HOW do these RESULTS COMPARE with the PATIENT and STAKEHOLDER satisfaction LEVELS of your competitors and other organizations providing similar HEALTH CARE SERVICES?

(2)     What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of PATIENT and STAKEHOLDER relationship building and ENGAGEMENT?         

HOW do these RESULTS COMPARE over the course of your PATIENT and STAKEHOLDER relationship, as appropriate?

Notes:

N1. PATIENT and STAKEHOLDER satisfaction, dissatisfaction, relationship building, and ENGAGEMENT RESULTS reported in this Item should relate to the PATIENT and STAKEHOLDER groups and market SEGMENTS discussed in P.1b(2) and Category 3 and to the determination methods and data described in Item 3.2. STAKEHOLDERS might include PATIENTS’ families, the community, insurers and other third-party payors, employers, health care providers, PATIENT advocacy groups, Departments of Health, and students.

N2. There may be several different dimensions of PATIENT satisfaction, such as satisfaction with the quality of care, satisfaction with provider interactions, satisfaction with long-term health outcomes, and satisfaction with ancillary services. All of these areas are appropriate satisfaction INDICATORS.

N3. MEASURES and INDICATORS of PATIENTS’ and STAKEHOLDERS’ satisfaction with your services relative to their satisfaction with competitors and other organizations providing similar HEALTH CARE SERVICES (7.2a[1]) might include information and data from your PATIENTS and STAKEHOLDERS and from independent organizations.

For additional description of this Item, see 7.2 Customer-Focused Outcomes Description.