Scores for CBSC: FY18 Overall High Satisfaction*: 96% FY17 Overall High Satisfaction: 75% Favorable/Unfavorable FY17 to FY18: 21% *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.
HFMA Survey (FY18) January 2018 Sample Size: 275 Responses Received: 46 Response Rate: 17% FY18 Net Promoter Score: 66 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 29 43 51 63 72 Your FY18 Net Promoter Score is composed of: 75th Promoters Passives Detractors 71% 24% 5% 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, 2017. Survey Timeline: First email request with link to online survey sent on October 17, 2017. Second email with link to survey sent to non-respondents on October 23, 2017. Third request to complete survey sent to non-respondents on October 30, 2017. 1
HFMA Survey (FY18) 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 0 1 2 3 4 5 6 7 8 9 10 Count 0 0 0 0 0 1 1 5 5 9 20 Percent 0% 0% 0% 0% 0% 2% 2% 12% 12% 22% 49% Overall All s 5% 11% 24% 28% 71% 61% FY18 Net Promoter Score: 66 All s 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 s 5 Star Your Percent 5 Stars Producing quality educational programming Addressing the right issues and topics 0% 0% 4% 47% 49% 49% 0% 0% 13% 38% 49% 46% 49% 49% Locating events where I can access them 2% 4% 7% 31% 56% 50% 56% Keeping me up to date on state and regional issues 0% 0% 4% 29% 67% 51% 67% Providing connections to others in my field 0% 0% 13% 27% 60% 49% 60% Providing easy access to information 0% 0% 9% 49% 42% 48% 42% networking opportunities 0% 2% 13% 31% 53% 50% 53% HFMA chapter overall 0% 0% 4% 38% 58% 53% 58% 2
HFMA Survey (FY18) 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 s Central Penn Your Managing bundled payments 8% 11% 11% Accounting and financial reporting issues related to emerging payment models 26% 40% 40% Improving front end revenue cycle processes 23% 11% 11% Changes in Medicare reimbursement policies 25% 27% 27% Compliance in Medicare regulations 16% 16% 16% Managing and measuring the total cost of care 25% 27% 27% Improving the patient financial experience 18% 11% 11% Negotiating contracts with value based payment mechanisms 14% 9% 9% Prevention and management of denials 18% 4% 4% Operationalizing structures and processes to reflect changing payment models 23% 27% 27% Financial data analytics and business intelligence 38% 47% 47% State legislative and regulatory update 27% 38% 38% State Medicaid program 19% 11% 11% Local payors and employers response to ongoing change in healthcare 20% 22% 22% Attending an educational event When was the last time that you attended a chapter event? Within the last 6 months Central Pennsylvania 60% Within the past 2 years More than 2 years ago Never Within the past year 24% Within the past 2 years 7% Within the past year Within the last 6 months More than 2 years ago Never 2% 7% 3
HFMA Survey (FY18) Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? All s Central Penn Your Event content not relevent to my job or misses the mark 30% 34% 34% The audience present does not support meaningful networking 8% 5% 5% The locations are not accessible to me 22% 7% 7% The quality of events does not meet expectations 4% 5% 5% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 49% 59% 59% New Member* Perceptions Sample: 8 Percent of Respondents: 17% I received a personal welcome from my HFMA chapter All s Central Penn 8% 13% 16% 25% 76% 63% I understand how to become more engaged with my HFMA chapter 8% 0% 24% 38% 68% 63% * Questions presented to members joining from June 1, 2015 through September 1, 2017 4
HFMA Survey (FY18) 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 < 6 months 174 digits Comment It is very tough to provide events where there is a good balance of information and interaction. It would be nice to see break out groups rather than just speakers at the events. That could provide for more information sharing and networking to go along with the knowledge being shared. < 6 months 177 Locations and networking can be difficult depending on travel times. < 6 months 178 I am a new HFMA member and am new to both healthcare and finance. I attended the meeting in October and while it was put together well, much of the presentations was designed for people who were long-time members and who knew all about all the regulations, forms, etc. that were referenced. It would have been nice to have a more introductory level course. I also found some of the presentations to be more like sales pitches for consulting firms than for teaching. It was quite uncomfortable to have consultants pushing their products and asking me for names and contact info for people at the hospital I work at. The representatives at the booths were nice, but I didn't appreciate the consultants in the audience who would approach me during the lectures. < 1 year 181 Having an event in the Lehigh Valley every now and then would be nice. 170 We are on the revenue cycle. private practice and ambulatory surgery side of Healthcare finance. Many of the topics and events are centered around inpatient hospital issues and concerns and not applicable to our line of business. 5
HFMA Survey (FY18) Please describe any other topics that you would like to see our HFMA chapter address this year. Time since last attended an educational event < 6 months 170 < 6 months 171 Zip Code first three digits Comment Local Payors & Employers response to ongoing changes in healthcare. Changes in Medicare reimbursement policies. OIG area of focus.on Independent accountants view on risk models < 6 months 174 Operational efficiencies and technologies to maximize the time and cost of the financial staff. < 6 months 178 Deeper dive into the Medicare cost report and MA 336 report, with an emphasis on the upper payment limit < 1 year 170 Tax Reform < 1 year 178 Balance sheet reserves. 6
HFMA Survey (FY18) 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 digits Comment < 6 months 170 Work schedule < 6 months 170 Unable to attend 2 day meeting do to work constraints (budget time). < 6 months 171 My biggest impediment is time and work commitments < 6 months 171 My current job is more narrowly focused. < 6 months 173 scheduling conflict < 6 months 174 Difficult to get away from work. It is best for me when events are in Harrisburg, Hershey, York, or Lancaster. < 6 months 174 I am new this year and appreciate the work that goes into making these happen. I understand that not all content is relevant to me and that's ok, it's a large audience. < 6 months 174 If programs are heavy on tax, audit, financial reporting, etc. topics, I am less likely to attend as my focus is in the Revenue Cycle. Not a knock on the chapter. I understand the importance of these topics to a large portion of the membership. < 6 months 177 I usually don't attend events if the focus is strictly on hospital based subjects since I work in a skilled nursing facility < 6 months 177 Scheduling conflicts is the main barrier < 6 months 178 I plan to attend all meetings that I am able, but my attendance is based on approval from my employer since they cover the cost. < 6 months 181 Many times the meetings are scheduled at the same time as my Board and/or Finance Committee meetings so I cannot attend. < 1 year 171 don't need CPE so only attend if topic is relevant and can afford the time out of the office < 1 year 178 I have a busy schedule and have to make sure I attend meetings that I get more than just one topic in my field. I want to maximize my time with a full day of education. < 1 year 181 As mentioned previously, holding an event in the Lehigh Valley would be nice. Another reason for not attending is it just doesn't fit into my schedule. < 2 years 174 Would like to see more Payor issues presented. < 2 years 186 Interim Leader fo BE Smith working out of area (Oregon) and semi-retired. Never 178 The last event appeared valuable but I could not rearrange my work schedule. Never 181 I am typically working very long hours and have been unable to attend thus far. 7
HFMA Survey (FY18) - Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 34 Provider/Payer percent of all Responses Received: 74% FY18 Net Promoter Score: 73 FY18 All Average Net Promoter Score: 50 FY18 Net Promoter Score Benchmarks: 10th 25th Median 75th 90th 29 40 53 66 73 Your FY18 Net Promoter Score is composed of: Promoters Passives Detractors 77% 20% 3% 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, 2017. Survey Timeline: First email request with link to online survey sent on October 17, 2017. Second email with link to survey sent to non-respondents on October 23, 2017. Third request to complete survey sent to non-respondents on October 30, 2017. 8
HFMA Survey (FY18) - 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 0 1 2 3 4 5 6 7 8 9 10 Count 0 0 0 0 0 1 0 2 4 9 14 Percent 0% 0% 0% 0% 0% 3% 0% 7% 13% 30% 47% Overall P/P All s 3% 11% 20% 28% 77% 61% FY18 Net Promoter Score: 73 P/P All s 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 s 5 Star Your Percent 5 Stars Producing quality educational programming Addressing the right issues and topics Locating events where I can access them 0% 0% 0% 48% 52% 48% 0% 0% 12% 36% 52% 46% 3% 3% 6% 33% 55% 48% 52% 52% 55% Keeping me up to date on state and regional issues 0% 0% 3% 24% 73% 51% 73% Providing connections to others in my field 0% 0% 9% 30% 61% 49% 61% Providing easy access to information 0% 0% 3% 48% 48% 48% 48% networking opportunities 0% 0% 9% 36% 55% 50% 55% HFMA chapter overall 0% 0% 3% 36% 61% 53% 61% 9
HFMA Survey (FY18) - 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 s Central Penn Your Managing bundled payments 8% 15% 15% Accounting and financial reporting issues related to emerging payment models 26% 47% 47% Improving front end revenue cycle processes 21% 12% 12% Changes in Medicare reimbursement policies 25% 29% 29% Compliance in Medicare regulations 15% 15% 15% Managing and measuring the total cost of care 27% 26% 26% Improving the patient financial experience 16% 9% 9% Negotiating contracts with value based payment mechanisms 15% 12% 12% Prevention and Management of Denials 19% 0% 0% Operationalizing structures and processes to reflect changing payment models 22% 24% 24% Financial data analytics and business intelligence 40% 44% 44% State legislative and regulatory update 25% 35% 35% State Medicaid program 20% 12% 12% Local payors and employers response to ongoing change in healthcare 19% 21% 21% Attending an educational event When was the last time that you attended a chapter event? Central Pennsylvania Within the past 2 years Never Within the last 6 months 59% Within the past year 29% Within the past 2 years 6% More than 2 years ago 0% Within the past year Within the last 6 months Never 6% 10
HFMA Survey (FY18) - Provider/Payer Dataset Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? P/P All s Central Penn Your Event content not relevent to my job or misses the mark 32% 40% 40% The audience present does not support meaningful networking 4% 3% 3% The locations are not accessible to me 26% 7% 7% The quality of events does not meet expectations 4% 7% 7% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 46% 53% 53% New Member* Perceptions Sample: 5 Percent of Respondents: 11% I received a personal welcome from my HFMA chapter P/P All s Central Penn 7% 0% 15% 40% Disagr Not Sure ee 78% 60% I understand how to become more engaged with my HFMA chapter 7% 0% Not Sure 23% 40% 69% 60% * Questions presented to members joining from June 1, 2015 through September 1, 2017 11