Case study
Achieving 7% Higher Patient Satisfaction Scores With CipherKiosk
See the outcomes and operational impact from this CipherHealth customer story.
Proof points
135K
Patients Completed Satisfaction Surveys
599
Providers Received Patient Feedback
93%
Likelihood to Recommend
“We opted to select Cipher to be our partner in this process because we really wanted to provide a tool for our physician membership that was a reporting solution that enhanced not just our quality initiatives but really differentiated our independent community physicians against our competitors in the region.”
DY
Debbie Young
Manager, Service Excellence, Sutter Independent Physicians
BACKGROUND
Sutter Independent Physicians (SIP) partners with over 500 independent primary and specialty care physician practices to deliver patient care to the Sacramento Valley area.
Using CipherKiosk, SIP sought to:
- Capture more patient survey responses using a combination of email and SMS
- Expand provider engagement in SIP’s performance improvement initiatives by removing participation barriers
- Improve provider performance on patient satisfaction ratings
HIGHLIGHTS
- Point-of-service data collection reduced barriers for physicians to participate in performance incentives and drove improvement at all levels of a practice. Total providers surveyed overall increased by 22%.
- On average, SIP’s independently owned providers had 7% higher patient satisfaction, compared to peer medical groups that did not regularly capture pointof- service feedback.
- The average number of surveys completed per provider and “Likelihood to Recommend” results nearly doubled for physicians.
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