Texas Gulf Coast Chapter

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1 Scores for CBSC: FY18 Overall High Satisfaction*: 82% FY17 Overall High Satisfaction: 64% Favorable/Unfavorable FY17 to FY18: 18% *FY18 High Satisfaction calculated by summing the total of respondents scoring 4 stars and 5 stars on the HFMA Overall question found on page 2 of the attached report. New Member Survey and Report Format We have completely revised the chapter survey and report this year with the aim of transitioning to a more experienced based and simplified measure of member engagement. Member loyalty measured with net promoter score. Perception of chapter services measured with star ratings. Member interests reflected in top three topics selected. Barriers to attending chapter events indicated by members. Perceptions of the chapter by new members. Verbatim comments offer illustrations of member experience. All questions illustrated again from the standpoint of members from provider and payer settings (business partners excluded). Thank You! We deeply appreciate all the work that you do to provide value to our members and we strive to provide tools to assist you in this effort. Please contact chapter@hfma.org for questions regarding this report.

2 January 2018 Sample Size: 410 Responses Received: 28 Response Rate: 7% FY18 Net Promoter Score: 59 FY18 All Average Net Promoter Score: 50 The average American company scores far lower on NPS than our average chapter, while the highest rated companies scores range from 50 to 80. Many successful corporations have an NPS that is in the 50s or above. Superior performers such as Amazon.com had a score of 76 and Apple, Inc. had a score of 71. The median national membership experience scores at 51. Our top performing chapters (top quartile) scored over 63. FY18 Net Promoter Score Benchmarks: 10th 25th Median Your FY18 Net Promoter Score is composed of: 75th Promoters Passives Detractors 74% 11% 15% 90th detailed NPS information on page 2 Online survey conducted by HFMA on behalf of the chapter. Sample is composed of regular chapter members not listed as chapter officers or directors that have been HFMA members since at least September 1, Survey Timeline: First request with link to online survey sent on October 17, Second with link to survey sent to non-respondents on October 23, Third request to complete survey sent to non-respondents on October 30,

3 Net Promoter Score: an indicator of customer loyalty Q1. On a scale from 1-10, how likely are you to recommend your chapter to a friend or colleague? Detractors Passives Promoters Count Percent 0% 0% 0% 0% 4% 7% 4% 0% 11% 22% 52% Overall All 15% 11% 11% 28% 74% 61% FY18 Net Promoter Score: 59 All FY18 Average Net Promoter Score: 50 Star ratings of various aspects of chapter services to members How many stars out of 5 would you give to your chapter on each of these aspects of service 1 Star 2 Stars 3 Stars 4 Stars 5 Stars All 5 Star Your Percent 5 Stars Producing quality educational programming Addressing the right issues and topics 0% 0% 25% 21% 54% 49% 0% 0% 29% 18% 54% 46% 54% 54% Locating events where I can access them 4% 0% 32% 18% 46% 50% 46% Keeping me up to date on state and regional issues Providing connections to others in my field Providing easy access to information networking opportunities HFMA chapter overall 0% 0% 11% 36% 54% 51% 0% 7% 21% 21% 50% 49% 0% 4% 25% 14% 57% 48% 4% 7% 21% 14% 54% 50% 0% 0% 18% 21% 61% 53% 54% 50% 57% 54% 61% 2

4 Top Topics: members asked to select their top three topics Percent of time selected Please select your top three preferred topics from the list All Texas Gulf Coast Your Managing bundled payments 8% 8% 8% Accounting and financial reporting issues related to emerging payment models 26% Improving front end revenue cycle processes 23% 23% 23% Changes in Medicare reimbursement policies 25% 4% 4% Compliance in Medicare regulations 16% Managing and measuring the total cost of care 25% 38% 38% Improving the patient financial experience 18% Negotiating contracts with value based payment mechanisms 14% 0% 0% Prevention and management of denials 18% 27% 27% Operationalizing structures and processes to reflect changing payment models 23% 35% 35% Financial data analytics and business intelligence 38% 58% 58% State legislative and regulatory update 27% 15% 15% State Medicaid program 12% 12% Local payors and employers response to ongoing change in healthcare 20% 23% 23% Attending an educational event When was the last time that you attended a chapter event? Texas Gulf Coast More than 2 years ago Never Within the last 6 months 48% Within the past year Within the past 2 years Within the last 6 months Within the past 2 years More than 2 years ago Never 7% 7% Within the past year 3

5 Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? All Texas Gulf Coast Your Event content not relevent to my job or misses the mark 30% 23% 23% The audience present does not support meaningful networking 8% 8% 8% The locations are not accessible to me 22% The quality of events does not meet expectations 4% 4% 4% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 49% 54% 54% New Member* Perceptions Sample: 5 Percent of Respondents: 18% I received a personal welcome from my HFMA chapter Disagree All Texas Gulf Coast 8% 25% Disagree 16% 50% 76% 25% I understand how to become more engaged with my HFMA chapter Disagree 8% 25% Disagree 24% 25% 68% 50% * Questions presented to members joining from June 1, 2015 through September 1,

6 Please suggest how we can improve if you are unable to provide us with 5 star ratings. Time since last attended an educational event Zip Code first three digits Comment The works extremely hard to provide quality education and networking opportunities to all of its members. This is a difficult job since the has a wide range of ages for their members. < 6 months 770 My only suggestion is that they continue to try new and different approaches that benefit the entire age range of the. < 6 months 775 Keep it up < 1 year 778 Keep up the great work. < 2 years 770 I travel quite a bit for work and can't make many lunch meetings. There used to be socials and happy hours that were easier for me to attend to network but I haven't heard of any in about a year. Never 774 I'm new to the organization and local chapter and have not been able to participate for a full experience of what the chapter offers. Never 775 Too much of a central Houston focus for events. I am traveling from the coast and can't get there in time after work. 5

7 Please describe any other topics that you would like to see our HFMA chapter address this year. Time since last attended an educational event Zip Code first three < 6 months 770 digits Comment Accounting and Financial reporting issues Changes in ACA < 6 months 774 Aligning Financial Planning and Budgeting with Strategy < 2 years 770 decision support/data analytics for reducing costs through the care continuum Never 774 Revenue Integrity Never 775 Anything NOT revenue cycle 6

8 Please elaborate on the barriers that you selected above, what would make our chapter's events so compelling that you would have to attend? Please also offer any other comments you would like to offer our chapter. Time since last attended an educational event Zip Code first three < 6 months 770 digits Comment I recently retired and will be taking some time off. However, I plan to participate in local HFMA events when I am in town. < 6 months 770 Work scheduling conflicts or travel < 6 months 770 My responsibilities and location have changed so I attend when I can and am more selective on the topics that I chose to attend. < 6 months 774 Sometimes my work commitments prevent me from attending < 6 months 774 I am usually on travel quite a bit recently. < 1 year 770 Hectic work schedule < 1 year 778 A tow hour + drive for a short meeting does not work well. < 2 years 770 I would like to see more events in the Texas Medical Center in Houston. < 2 years 770 Most of the content seems to be revolving around Revenue Cycle, I work with more broad healthcare operational issues. Hospital finances as a whole would be more beneficial such as supply chain costs, pharmacy costs, shared services, etc. 7

9 - Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 16 Provider/Payer percent of all Responses Received: 57% FY18 Net Promoter Score: 67 FY18 All Average Net Promoter Score: 50 FY18 Net Promoter Score Benchmarks: 10th 25th Median 75th 90th Your FY18 Net Promoter Score is composed of: Promoters Passives Detractors 73% 20% 7% detailed NPS information on page 2 Online survey conducted by HFMA on behalf of the chapter. Sample is composed of regular chapter members not listed as chapter officers or directors that have been HFMA members since at least September 1, Survey Timeline: First request with link to online survey sent on October 17, Second with link to survey sent to non-respondents on October 23, Third request to complete survey sent to non-respondents on October 30,

10 - Provider/Payer Dataset Net Promoter Score: an indicator of customer loyalty Q1. On a scale from 1-10, how likely are you to recommend your chapter to a friend or colleague? Detractors Passives Promoters Count Percent 0% 0% 0% 0% 0% 0% 7% 0% 20% 20% 53% Overall P/P All 7% 11% 20% 28% 73% 61% FY18 Net Promoter Score: 67 P/P All FY18 Average Net Promoter Score: 50 Star ratings of various aspects of chapter services to members How many stars out of 5 would you give to your chapter on each of these aspects of service 1 Star 2 Stars 3 Stars 4 Stars 5 Stars P/P All 5 Star Your Percent 5 Stars Producing quality educational programming Addressing the right issues and topics 0% 0% 13% 38% 50% 48% 0% 0% 25% 25% 50% 46% 50% 50% Locating events where I can access them 6% 0% 38% 38% 48% 38% Keeping me up to date on state and regional issues 0% 0% 6% 44% 50% 51% 50% Providing connections to others in my field Providing easy access to information networking opportunities 0% 0% 13% 31% 56% 49% 0% 0% 25% 56% 48% 6% 0% 56% 50% 56% 56% 56% HFMA chapter overall 0% 0% 13% 25% 63% 53% 63% 9

11 - Provider/Payer Dataset Top Topics: members asked to select their top three topics Percent of time selected Please select your top three preferred topics from the list P/P All Texas Gulf Coast Your Managing bundled payments 8% 6% 6% Accounting and financial reporting issues related to emerging payment models 26% 31% 31% Improving front end revenue cycle processes 21% Changes in Medicare reimbursement policies 25% 6% 6% Compliance in Medicare regulations 15% Managing and measuring the total cost of care 27% 50% 50% Improving the patient financial experience 16% Negotiating contracts with value based payment mechanisms 15% 0% 0% Prevention and Management of Denials 25% 25% Operationalizing structures and processes to reflect changing payment models 22% 31% 31% Financial data analytics and business intelligence 40% 56% 56% State legislative and regulatory update 25% 13% 13% State Medicaid program 20% Local payors and employers response to ongoing change in healthcare 6% 6% Attending an educational event When was the last time that you attended a chapter event? Texas Gulf Coast More than 2 years ago Never Within the last 6 months 44% Within the past year 25% Within the past 2 years Within the past 2 years Within the last 6 months More than 2 years ago 6% Never 6% Within the past year 10

12 - Provider/Payer Dataset Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? P/P All Texas Gulf Coast Your Event content not relevent to my job or misses the mark 32% 25% 25% The audience present does not support meaningful networking 4% 0% 0% The locations are not accessible to me 26% 25% 25% The quality of events does not meet expectations 4% 6% 6% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 46% 50% 50% New Member* Perceptions Sample: 2 Percent of Respondents: 7% I received a personal welcome from my HFMA chapter Disagree P/P All Texas Gulf Coast 7% 0% 15% 50% Disagr Not Sure 78% 50% I understand how to become more engaged with my HFMA chapter Disagree 7% 0% Not Disagree SureDisagree 23% 50% 69% 50% * Questions presented to members joining from June 1, 2015 through September 1,

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