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

2. 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

3. 5/7/2019

4. 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

5. Patient Satisfaction Survey Results Case Study # 1- Access to Care
Observation: Highest No Show Rate in Zip Codes ,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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

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

14. 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