Patient Satisfaction Surveys Utilizing Data Results to Positively Impact Patient Services and Lives 10/6/2014

Patient Satisfaction Surveys Case Studies Purpose / Observation Approach Results Response Outcomes Management & Sustainability Tool Identify Needs/Barriers/Challenges to care Satisfaction Levels Strategic Planning Opportunities for Improvement 10/6/2014

5/7/2019

Other Health and Access Indicators Total Population = 544,500 92% in Dallas County 8% in Collin County Hispanic White Black Other 38.0% 37.9% 14.7% 9.4% Male Female 50.1% 49.9% Core Barriers ++Percent of Uninsured 30.8% +Below 200% FPL = 44% -Nearest Health Center = Low --Population to PCP = Low ZCTA* County 75040 Dallas 75041 75042 75080 75081 75206 75214 75223 75228 75231 75238 75240 75243 75074 Collin Core Health Indicators +Diabetes = 9.7% +Cardiovascular Disease = 216.3 +Cancer = 21.4% +Prenatal & Perinatal = 44.2% +Child Health = 18.5% +Behavioral Health = 7.0% Other Health and Access Indicators +HIV infection prevalence = 0.69% +Adults not able to see doctors = 22% Source: UDS Mapper * Yellow zip codes – high current Healing Hands patient traffic

Patient Satisfaction Survey Results Case Study # 1- Access to Care Observation: Highest No Show Rate in Zip Codes -75231,75291 Approach: Performed Patient Surveys 3,000 patients surveyed across practice 1,500 lived within same zip code as HHM service areas 3% have no personal vehicle; no show rate was 84% 30% have personal vehicle 17% friend or family member bring them to HHM; if not available patient reschedules or no shows Result /Outcome Finding – Barrier to Care Access to Care due to Transportation Challenges for Patients 10/6/2014

Utilization of Data Results Case Study #1- Access to Care Response: Identify and Create Solutions to Transportation Challenges First Action Work with city to have a bus stop place at corner of current location HHM has petitioned and lobby for a bus stop for the past 2 years Not achieved to date Continuing this effort as a benefit for entire Lake Highlands community Second Action Establish Satellite Location in Vickery zip codes-75231,75291 Place Patient Centered Medical Home in Public Housing where highest density of patients in need reside without any transportation options Reduce barrier as Vickery is considered a “walking community” due to the limited bus transportation and high level of immigrants 10/6/2014

Patient Satisfaction Survey Results Case Study #1- Access to Care Data Use Develop options through case management to assist patients in making all patient centered medical home appointments Improved patient no show rate by 12% to date within 3 months Establishing a practice in Vickery to support and assist public housing density patients with no access to transportation at all Estimated opening in Vickery by end of Q4 2014 Identified additional unserved patients to bring into patient centered medical home HHM strategic planning 10/6/2014

Patient Satisfaction Survey Results Case Study #2- HHM Dental Clinic Observation/History Established in 2009, with five volunteers, due to lack of dental clinics/offices for uninsured residents in HHM service area HHM in partnership with Texas Health Presbyterian Dallas (THD) trended a study which demonstrated THD experienced a large number of emergency department (ED) admits of patents suffering from dental pain and abscesses Of these uninsured patients many were diabetic and as a result admitted Survey patients identified need for full time dental services Result /Outcome Finding – Barrier to Care Access to Preventative, Palliative and Urgent Dental Care for patients Baylor School of Dentistry provides dental care to a HHM’s patient population of 4,000 children and adults 10/6/2014

Patient Satisfaction Survey Results Case Study #2 – HHM Dental Response: Identify and Create Solutions to Access Care and Reduce ED Admits First Action Need Identified - Resulting Partnership- Create a Dental Care Delivery Site at HHM HHM formed a partnership with Texas A&M University- Baylor School of Dentistry Baylor School of Dentistry provides dental care to a HHM’s patient population of 4,000 children and adults Second Action HHM designed and constructed a full dental department at Greenville Avenue location with six (6) operatory and state of art equipment to meet preventative and palliative needs Service Expansion based upon community need for full-time services 10/6/2014

Patient Satisfaction Survey Results Case Study #2 – HHM Dental Data Use HHM formed a partnership with Texas A&M University- Baylor School of Dentistry Baylor School of Dentistry provides dental care to a HHM’s patient population of 4,000 children and adults HHM built dental department at Greenville Avenue location with six (6) operatory and state of art equipment Service Expansion based upon community need Identified additional unserved patients to bring into patient centered medical home HHM strategic planning 10/6/2014

Patient Satisfaction Survey Case Study #2- HHM Dental Quality Improvement to Patient Services & Care Outcomes THD ED now refers uninsured dental patients to HHM HHM is now a patient centered medical and dental home for these patients to avoid ED admissions THD ED formerly saw 300 patients/month with dental issues Currently THD ED has seen a 12% drop in this category of patients in just 6 months 10/6/2014

Patient Survey Results Senior Management Goals, Objectives & Focus Management & Sustainability Tool Identify Needs/Barriers/Challenges to care Satisfaction Levels Strategic Planning Opportunities for Improvement 10/6/2014

Patient Survey Results with a Purpose Observe Inquire Listen React Respond Improve Patient Quality Care Improve Patient Satisfaction 10/6/2014

Questions/ Answers/ Open Discussion Thank you for your time and attention Please feel free to contact us with any additional questions or further conversation Janna Gardner Adrienne Hurtt 10/6/2014