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The value of Real-time feedback: Insights to facilitate and improve the patient experience at CareMount Medical
One of the primary issues healthcare organizations face is the ability to meet the needs of their consumers and physicians. CareMount Medical, the largest independent medical group in New York, faced a similar problem when leadership realized the organization’s process for collecting patient feedback was lacking. Through their previous CAHPS program, the organization only had a 10% response rate and providers were lucky if they received 30 returns per year.

In order to improve the patient experience, CareMount Medical strategically implemented the NRC Health Real-time feedback program in July of 2017, which allowed the team to reach out to 100% of their patients and remain CAHPS-compliant. After the switch, patients were completing surveys 24-48 hours after their visit—drastically increasing the patient response rate to 30%. Physicians now receive more than 350 returns per year, on average.

As a result of these changes, CareMount has seen a huge transformation in its culture. These changes include exceeding the expectations of patients and physicians alike, improving patient acquisition and physician recruitment, and ultimately providing the level of care their patients deserve.

WEBINAR OBJECTIVES:
→ Understand the impact of Real-time feedback at CareMount Medical.
→ Hear how Real-time feedback has engaged physicians and allowed for physician coaching.
→ Define how internal sharing of patient feedback can change the way care is delivered, improve the patient experience, and drive patient loyalty.

Sep 18, 2019 11:00 AM in Central Time (US and Canada)

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Speakers

Dara Caputo, LCSW-R
Manager of Medical Affairs @CareMount Medical, P.C.
Dara Caputo joined the Administrative Team at CareMount Medical, P.C. in 2016 following a successful 25-year stint in the Behavioral Health industry. Her long-standing tenure encompasses years of private practice, as well as working in day and residential schools. She spent greater than ten years as a member of the Administrative Team of a residential school where she managed three campuses treating more than 400 adolescents and their families. She is a devoted advocate and well-respected regional trainer for Mental Health First Aid, Adolescents and Their Families, Suicide Prevention, and Navigating Systems with Children with Mental Health and Substance Use Challenges. The CareMount Medical’s mission - patient-centered and compassionate care with the comfort and convenience of being close to home - was the motivating factor in Dara’s decision to join the largest, independent medical group in New York State.