Chapter Scores for CBSC: FY18 Overall High Satisfaction*: 94% FY17 Overall High Satisfaction: 80% Favorable/Unfavorable FY17 to FY18: 14% *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 Chapter 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.
January 2018 Sample Size: 113 Responses Received: 34 Response Rate: 30% FY18 Net Promoter Score: 75 FY18 All Chapter 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 78% 1 3% 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
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 1 5 8 17 Percent 0% 0% 0% 0% 0% 3% 0% 3% 16% 25% 53% Overall All 3% 11% 1 28% 78% 61% FY18 Net Promoter Score: 75 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 Chapter Percent 5 Stars Producing quality educational programming 0% 0% 15% 2 56% 4 56% Addressing the right issues and topics Locating events where I can access them Keeping me up to date on state and regional issues Providing connections to others in my field Providing easy access to information Chapter networking opportunities 0% 0% 18% 35% 47% 46% 3% 3% 3 45% 50% 0% 3% 12% 36% 48% 51% 3% 0% 15% 33% 48% 4 0% 0% 21% 32% 47% 48% 0% 3% 12% 35% 50% 50% 47% 45% 48% 48% 47% 50% HFMA chapter overall 0% 0% 6% 38% 56% 53% 56% 2
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 North Dakota Chapter Your Chapter Managing bundled payments 8% Accounting and financial reporting issues related to emerging payment models 26% 31% 31% Improving front end revenue cycle processes 23% Changes in Medicare reimbursement policies 25% 34% 34% Compliance in Medicare regulations 16% 25% 25% Managing and measuring the total cost of care 25% 44% 44% Improving the patient financial experience 18% 13% 13% Negotiating contracts with value based payment mechanisms 14% 16% 16% Prevention and management of denials 18% Operationalizing structures and processes to reflect changing payment models 23% 22% 22% Financial data analytics and business intelligence 38% 34% 34% State legislative and regulatory update 27% 22% 22% State Medicaid program 1 13% 13% Local payors and employers response to ongoing change in healthcare 20% 1 1 Attending an educational event When was the last time that you attended a chapter event? Within the last 6 months 61% Within the past 2 years More than 2 years ago Never Within the past year 18% Within the past 2 years Within the past year Within the last 6 months More than 2 years ago Never 3% 3
Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? All North Dakota Chapter Your Chapter Event content not relevent to my job or misses the mark 30% 33% 33% The audience present does not support meaningful networking 8% 3% 3% The locations are not accessible to me 22% 10% 10% The quality of events does not meet expectations 4% 0% 0% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 4 53% 53% New Member* Perceptions Sample: 7 Percent of Respondents: 21% I received a personal welcome from my HFMA chapter All North Dakota Chapter Disagree 8% 0% 16% 17% 76% 83% I understand how to become more engaged with my HFMA chapter Disagree Disagree 8% 0% 24% 33% 68% 67% * Questions presented to members joining from June 1, 2015 through September 1, 2017 4
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 581 digits Comment The chapter needs to address why the large organizations and their affiliates are not attending the meetings as well as why the small independents are not participating. This used to be a very active chapter with well connected members. The chapter and national HFMA have lost this connection over the past several years. < 1 year 584 More variety of educational topics < 1 year 587 If there is an electronic membership directory, I have not been able to find it, so I have been relying on my old, somewhat outdated hardcopy directory. Also, electronic copies of all presentation materials would be very helpful, and should be automatically sent to all members who attended the presentation or conference. < 2 years 582 Focus over the last couple of years has remained heavily on coding rather than on the overall financial 'business' of healthcare and impacts of changes to the industry. Things such as bundle payments, continuously reviewing the government's plan(s), cost analysis and reduction strategies, Lean, etc. are areas where more educational opportunities could be focused. < 2 years 587 Schedule an educational event in Minot. It's closer than Bismarck for everyone from Grand Forks to Williston. 5
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 digits Comment < 6 months 581 It is concerning that the items seem to miss the true issues of Healthcare Financial Management. The topic are very focused on revenue cycle only. This is not the Revenue Cycle Management Association. The chapter and national organization need to step back and get a better understanding of the financial management needs of the facilities. Where are the sessions on staffing, benchmarks, ACOs, physician compensation models, etc? There is more to HFMA than revenue cycle. < 2 years 587 These are very good choices. I could have picked 3 more from the list. 6
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 581 Too busy. Tough to get away. < 6 months 581 While I appreciate the involvement of vendors, I am not interesting in attending "vendor fests." I joined for networking and that have become very sparse. < 6 months 581 My firm sends many representatives to ND HFMA events so some times I am not able to attend because the topics are more relevant to others. < 6 months 585 Sometimes the events are broad and more general, where as I am mostly reimbursement related. < 6 months 585 Sometimes I'm just to busy to attend. < 1 year 584 Some of the topics are always the same at events and it doesn't seem like there is new information. < 1 year 587 Travel costs < 2 years 582 My role is primarily in financial analytics with a focus on business intelligence and cost accounting. Topics have not tended to relate greatly to my position. < 2 years 587 We have some tight deadlines the first 8-10 days of the month. It's hard to get away. > 2 years 581 My current position is not in the health care industry. > 2 years 583 I changed positions within my company, I elected to keep my membership and value the resources 7
- Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 24 Provider/Payer percent of all Responses Received: 71% FY18 Net Promoter Score: 70 FY18 All Chapter 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 74% 22% 4% 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
- 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 1 4 6 11 Percent 0% 0% 0% 0% 0% 4% 0% 4% 17% 26% 48% Overall P/P All 4% 11% 22% 28% 74% 61% FY18 Net Promoter Score: 70 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 Chapter Percent 5 Stars Producing quality educational programming 0% 0% 17% 2 54% 48% 54% Addressing the right issues and topics 0% 0% 25% 2 46% 46% 46% Locating events where I can access them 4% 4% 43% 3 48% 3 Keeping me up to date on state and regional issues 0% 0% 13% 3 48% 51% 48% Providing connections to others in my field 0% 0% 22% 26% 52% 4 52% Providing easy access to information 0% 0% 21% 33% 46% 48% 46% Chapter networking opportunities 0% 0% 13% 38% 50% 50% 50% HFMA chapter overall 0% 0% 8% 33% 58% 53% 58% 9
- 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 North Dakota Chapter Your Chapter Managing bundled payments 8% Accounting and financial reporting issues related to emerging payment models 26% 30% 30% Improving front end revenue cycle processes 21% 4% 4% Changes in Medicare reimbursement policies 25% 30% 30% Compliance in Medicare regulations 15% 17% 17% Managing and measuring the total cost of care 27% 52% 52% Improving the patient financial experience 16% Negotiating contracts with value based payment mechanisms 15% 17% 17% Prevention and Management of Denials 1 Operationalizing structures and processes to reflect changing payment models 22% 22% 22% Financial data analytics and business intelligence 40% 43% 43% State legislative and regulatory update 25% 22% 22% State Medicaid program 20% 17% 17% Local payors and employers response to ongoing change in healthcare 1 17% 17% Attending an educational event When was the last time that you attended a chapter event? Within the last 6 months 54% Within the past 2 years More than 2 years ago Never Within the past year 25% Within the past 2 years 13% More than 2 years ago 8% Within the past year Within the last 6 months Never 0% 10
- Provider/Payer Dataset Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? P/P All North Dakota Chapter Your Chapter Event content not relevent to my job or misses the mark 32% 43% 43% The audience present does not support meaningful networking 4% 0% 0% The locations are not accessible to me 26% 10% 10% The quality of events does not meet expectations 4% 0% 0% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 46% 48% 48% New Member* Perceptions Sample: 5 Percent of Respondents: 15% I received a personal welcome from my HFMA chapter Disagree P/P All North Dakota Chapter 7% 0% 15% 0% Disagr Not Sure ee I understand how to become more engaged with my HFMA chapter Disagree 78% 100% 7% 0% 23% 20% Disagree Not Disagree Sure 6 80% * Questions presented to members joining from June 1, 2015 through September 1, 2017 11