Scores for CBSC: FY18 Overall High Satisfaction*: 70% FY17 Overall High Satisfaction: 68% Favorable/Unfavorable FY17 to FY18: 2% *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: 665 Responses Received: 71 Response Rate: 11% FY18 Net Promoter Score: 25 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 48% 29% 23% 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 1 0 3 1 5 5 8 11 10 21 Percent 0% 2% 0% 5% 2% 8% 8% 12% 17% 15% 32% Overall All s 23% 11% 29% 28% 48% 61% FY18 Net Promoter Score: 25 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% 13% 18% 37% 31% 49% 0% 8% 21% 41% 30% 46% 31% 30% Locating events where I can access them Keeping me up to date on state and regional issues 8% 6% 26% 18% 42% 50% 2% 5% 27% 26% 41% 51% 42% 41% Providing connections to others in my field Providing easy access to information networking opportunities HFMA chapter overall 3% 12% 20% 32% 33% 49% 3% 10% 22% 31% 33% 48% 3% 12% 22% 30% 33% 50% 0% 6% 24% 40% 30% 53% 33% 33% 33% 30% 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 Northern California Your Managing bundled payments 8% 7% 7% Accounting and financial reporting issues related to emerging payment models 26% 25% 25% Improving front end revenue cycle processes 23% 25% 25% Changes in Medicare reimbursement policies 25% 25% 25% Compliance in Medicare regulations 16% 16% 16% Managing and measuring the total cost of care 25% 16% 16% Improving the patient financial experience 18% 31% 31% Negotiating contracts with value based payment mechanisms 14% 9% 9% Prevention and management of denials 18% 19% 19% Operationalizing structures and processes to reflect changing payment models 23% 19% 19% Financial data analytics and business intelligence 38% 43% 43% State legislative and regulatory update 27% 31% 31% State Medicaid program 19% 12% 12% Local payors and employers response to ongoing change in healthcare 20% 18% 18% Attending an educational event When was the last time that you attended a chapter event? Within the last 6 months Within the past year 15% Within the past 2 years Northern California 45% 18% More than 2 years ago Within the past 2 years Never Within the last 6 months More than 2 years ago Never 12% 10% Within the past year 3
HFMA Survey (FY18) Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? All s Northern California Your Event content not relevent to my job or misses the mark 30% 42% 42% The audience present does not support meaningful networking 8% 18% 18% The locations are not accessible to me 22% 29% 29% 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% 29% 29% New Member* Perceptions Sample: 14 Percent of Respondents: 20% I received a personal welcome from my HFMA chapter All s Northern California 8% 14% 16% 7% 76% 79% I understand how to become more engaged with my HFMA chapter 8% 14% 24% 29% 68% 57% * 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 digits Comment < 6 months 939 Need to expand educational opportunities beyond the revenue cycle. < 6 months 944 May I suggest having conferences in the SF Bay Area once in a while? < 6 months 944 The last conference in Tahoe was very nice. I would love to attend future conferences in a resort style location. < 6 months 945 Squaw Creek was a great venue, but much too far for Fall Conference... < 6 months 947 I think HFMA is evolving as it should as we expect more on line content and virtual engagement. I think HFMA needs to work on supporting more on line webinars as well as local events. There should also be a more highlighted way for people to see who their peers are at other organizations and HFMA should sponsor more events for sharing best practices. < 6 months 951 Current president is strong, but future leadership is poorly reflective of our industry and I am not sure I will stay with this chapter starting next year < 2 years 939 Personally I don't really care about making connections. I just find a lack of finance (both industry and personal) breakout session at events. Too much attention is placed on the Revenue Cycle. < 2 years 957 I would love to see a mobile application for HFMA magazines. < 2 years 958 I am not sure that I receive all notices. I think it would be helpful to receive a summary of the planned meetings for the upcoming year. I am not familiar with the website to go check on the calendar. > 2 years 939 More emails telling about what is going on. > 2 years 956 Too much focus on revenue cycle and too little to improving operations > 2 years 959 There seems to be a lot of vendors in the group. I would like to connect more with those working in healthcare. Never 940 More accessible educational events, with more online capabilities of pushing education and information via webminar, etc. Never 957 This was my first NorCal meeting as I am brand new to HFMA but not brand new to healthcare. In my experience, the very best organizations offer a collaborative and inclusive experience. This meeting seemed to do that well. Welcoming new members (either companies or individuals is critical). "Get the hook in early". Overall, I enjoyed the meeting. 953 I am retired so no activity. 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 Zip Code first three digits Comment < 6 months 944 Big data in health care < 6 months 945 Continued Health of Rural Hospital Providers and how they are surviving with the continued eligibility of the 10,000 Baby Boomers aging beyond 65 and impacting the Medicare Program. < 6 months 956 1) More clinical topics in healthcare. Example - the presentation last September in Tahoe on the genome project being done at Rady's Children's Hospital in San Diego was phenomenal and VERY interesting. 2) More topics regarding Operations. Example - how to improve the turnaround time to get staff hired. HR always seems to be backed up and there was a vendor table addressing this last September (Incredible Health). Also, "Six Sigma" or "Quality Built In" or "Kaizen" experiences (they are called by different names) that were implemented at facilities and helped improve operational workflow, that were not in Revenue Cycle nor Finance but more on the front lines (OR, clinics, etc...) < 6 months 959 Leadership Ethics in the workplace < 1 year 945 Broad health care industry trends < 1 year 958 Cost Report Reimbursement - organ acquisition, GME/IME, Bad Debt strategies < 2 years 941 Preparing for ASU 2014-09 Never 940 Leadership and management career development 956 Third partiy liability Medi-Cal 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 < 6 months 944 digits Comment Concord and Sacramento locations are not appealing. Locations where I can relax and enjoy nature like Tahoe would be a great alternative. < 6 months 945 I usually attend the HFMA of Northern California education and networking events. < 6 months 951 Most topics and sessions deal at management level. More content for analysts would be great. < 6 months 953 Time commitment and financial flexibility of hospital are key reasons for not attending more often. < 6 months 953 Employer unable send due to finances < 6 months 956 The only times that I have had to miss an event is when it was held during budget season. Other than that, I attend. The locations for Walnut Creek, Sacramento, and Tahoe are perfect, and alternating them is a great idea. < 6 months 959 Travel related costs and registration costs. < 1 year 955 travel restrictions with employer < 1 year 958 My department would only give me time to attend if related to reimbursement (cost Report). < 1 year 961 Decreased budgets at my organization combined with additional responsibilities due to reduced staff. < 2 years 957 I am not sure the reason but I have not seen invitations to local chapter events besides the large NorCal Spring and Fall events, which have become rather pricey since my company no longer wants to cover the cost. < 2 years 970 web-based sessions would help > 2 years 939 I appears that either there are not very many events, or I am not getting notifications. > 2 years 953 I'm retired and keep membership for GEICO auto insurance discount. > 2 years 956 Timing Focus on financial planning during spring and revenue cycle during fall > 2 years 958 I'm retired > 2 years 959 Less vendors. Never 940 There is always fee associated with any events established by this Northern Cal chapter. Contents or location are not always appealing for me to attend (barriers), especially if you have to pay (add an additional barrier). Plenty of other free corporate sponsored events/relevant programing established by other HFMA regional chapter that this chapter can learn from to make it better. Never 957 Since I am brand new, I really don't know which selection is most appropriate. Too new to tell. 7
HFMA Survey (FY18) - Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 47 Provider/Payer percent of all Responses Received: 66% FY18 Net Promoter Score: 20 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 45% 30% 25% 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 1 0 3 1 2 4 7 6 8 12 Percent 0% 2% 0% 7% 2% 5% 9% 16% 14% 18% 27% Overall P/P All s 25% 11% 30% 28% 45% 61% FY18 Net Promoter Score: 20 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 0% 13% 18% 36% 33% 48% 0% 11% 18% 36% 34% 46% 33% 34% Locating events where I can access them Keeping me up to date on state and regional issues 9% 7% 20% 20% 43% 48% 2% 5% 23% 25% 45% 51% 43% 45% Providing connections to others in my field Providing easy access to information networking opportunities HFMA chapter overall 2% 16% 18% 30% 34% 49% 4% 9% 22% 29% 36% 48% 4% 13% 18% 33% 31% 50% 0% 9% 18% 42% 31% 53% 34% 36% 31% 31% 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 Northern California Your Managing bundled payments 8% 9% 9% Accounting and financial reporting issues related to emerging payment models 26% 24% 24% Improving front end revenue cycle processes 21% 24% 24% Changes in Medicare reimbursement policies 25% 26% 26% Compliance in Medicare regulations 15% 22% 22% Managing and measuring the total cost of care 27% 15% 15% Improving the patient financial experience 16% 26% 26% Negotiating contracts with value based payment mechanisms 15% 9% 9% Prevention and Management of Denials 19% 13% 13% Operationalizing structures and processes to reflect changing payment models 22% 11% 11% Financial data analytics and business intelligence 40% 50% 50% State legislative and regulatory update 25% 35% 35% State Medicaid program 20% 13% 13% Local payors and employers response to ongoing change in healthcare 19% 22% 22% Attending an educational event When was the last time that you attended a chapter event? Northern California Within the last 6 months 44% Within the past year 20% Within the past 2 years 13% More than 2 years ago Within the past 2 years Never Within the last 6 months More than 2 years ago 13% Never 9% Within the past year 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 Northern California Your Event content not relevent to my job or misses the mark 32% 44% 44% The audience present does not support meaningful networking 4% 7% 7% The locations are not accessible to me 26% 35% 35% The quality of events does not meet expectations 4% 2% 2% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 46% 30% 30% New Member* Perceptions Sample: 11 Percent of Respondents: 15% I received a personal welcome from my HFMA chapter P/P All s Northern California 7% 9% Disagr Not Sure ee 15% 9% 78% 82% I understand how to become more engaged with my HFMA chapter 7% 9% Not Sure 23% 36% 69% 55% * Questions presented to members joining from June 1, 2015 through September 1, 2017 11