Scores for CBSC: FY18 Overall High Satisfaction*: 85% FY17 Overall High Satisfaction: 76% Favorable/Unfavorable FY17 to FY18: 9% *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: 139 Responses Received: 41 Response Rate: 29% FY18 Net Promoter Score: 69 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 75% 19% 6% 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 1 6 7 20 Percent 0% 0% 0% 0% 0% 3% 3% 3% 17% 19% 56% Overall All s 6% 11% 19% 28% 75% 61% FY18 Net Promoter Score: 69 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 0% 3% 15% 25% 58% 49% 58% Addressing the right issues and topics 0% 5% 8% 35% 53% 46% 53% 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 0% 3% 10% 28% 60% 50% 0% 3% 15% 25% 58% 51% 0% 0% 10% 33% 56% 49% 0% 0% 15% 28% 58% 48% 60% 58% 56% 58% networking opportunities HFMA chapter overall 5% 3% 10% 15% 68% 50% 0% 0% 15% 20% 65% 53% 65% 68% 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 Southern Illinois Your Managing bundled payments 8% 10% 10% Accounting and financial reporting issues related to emerging payment models 26% 15% 15% Improving front end revenue cycle processes 23% 33% 33% Changes in Medicare reimbursement policies 25% 33% 33% Compliance in Medicare regulations 16% 35% 35% Managing and measuring the total cost of care 25% 18% 18% Improving the patient financial experience 18% 15% 15% Negotiating contracts with value based payment mechanisms 14% 5% 5% Prevention and management of denials 18% 25% 25% Operationalizing structures and processes to reflect changing payment models 23% 5% 5% Financial data analytics and business intelligence 38% 23% 23% State legislative and regulatory update 27% 23% 23% State Medicaid program 19% 45% 45% Local payors and employers response to ongoing change in healthcare 20% 15% 15% Attending an educational event When was the last time that you attended a chapter event? Within the last 6 months Southern Illinois 58% Within the past 2 years More than 2 years ago Never Within the past year 25% Within the past 2 years 10% Within the past year Within the last 6 months More than 2 years ago Never 3% 5% 3
HFMA Survey (FY18) Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? All s Southern Illinois Your Event content not relevent to my job or misses the mark 30% 24% 24% The audience present does not support meaningful networking 8% 0% 0% The locations are not accessible to me 22% 11% 11% The quality of events does not meet expectations 4% 8% 8% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 49% 68% 68% New Member* Perceptions Sample: 9 Percent of Respondents: 22% I received a personal welcome from my HFMA chapter All s Southern Illinois Not Sure Disagree Not Sure 8% 0% 16% 13% 76% 88% I understand how to become more engaged with my HFMA chapter Not Sure Disagree Disagree Not Sure 8% 0% 24% 0% 68% 100% * 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 Networking opportunities seem to revolve around alcohol. I prefer to have events that include a more coordinated effort < 6 months 622 to get people to meet each other. < 6 months 622 Event notifications are not timely. 3 weeks is not enough time to re-arrange a schedule to attend a meeting. < 6 months 628 Meetings are sometimes not well rounded thus do not offer something for everyone. I feel some of the Speakers have been substandard in their presentations. I understand some of them do not charge us for their services but sometimes I feel short changed. If we are taking time away from the office and paying for the seminar; then the speakers should "engage us" in their presentations and we should be walking away with things we can use in the office. And on the other hand some speakers have been great, so it's been a hit and miss but I think this has < 6 months 628 been a known issue in the past couple years. The board is great and doing their best. < 6 months 628 Last year's meetings had better topics. The Southern Illinois region is pretty wide in miles. St Louis metro area in Illinois is over 2 hours away. The Mt Vernon < 6 months 629 meeting, now discontinued, was only an hour. I would like to see meetings moved around a bit more. Not really sure its the chapter's fault but it would be nice to see more participation from organizations within their geographical area. < 6 months 631 < 1 year 629 For me I would like more critical access hospital and RHC topics. > 2 years 629 Since I am in Compliance/HIPAA Privacy, most programs do not address my areas of expertise. It is hard for me to get away for a day or two when the meetings are in the St. Louis area and I have a tight travel budget. Most of the educational programming that I have listened to were hard for me to hear because they came thru my computer speakers and I can't wear a headset because of my hearing aids. 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 622 Change management tools < 6 months 622 Some best practices in auditing for compliance. < 6 months 622 Billing updates for various services. Update from state managed care associations. < 6 months 628 We especially need sessions before year end on changes for Medicaid moving to Managed Care < 6 months 628 All the topics are great and would be helpful as long as the speakers can give us tools that we can apply back at our hospitals. < 6 months 628 revenue cycle management, denial management, how to engage staff to love doing follow up and make it a priority, time management, prioritizing and juggling management's changing priorities in healthcare < 6 months 629 Cost reporting changes/updates. Group individuals together who have same job responsibilities (billing/cost reporting/accounting) to bounce ideas and/or questions. i.e., How do you pull the information for...? I'm using... to verify data. New Excel tricks. < 6 months 629 Clear communication with patients, co-workers, payers, etc. < 1 year 622 Physician Group Revenue Cycle Issues How Physician Groups and Hospitals work together in new payment models 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 622 I typically always attend my local education events unless I have a scheduling conflict. < 6 months 628 The agenda sometimes just not address what we do, or there might be one speaker that is of interest but then what do you do with the other 3/4 of the day? < 6 months 628 It's not worth an entire day away from the office unless ALL topics are relevant and not something I've already heard in another event - webinar, ICAHN, etc. < 6 months 629 The education offerings are excellent and the networking opportunities offer a chance to get to know each other better which makes our chapter so appealing. The Joint Spring Conference in St Louis is a great event. < 6 months 629 Timing is an issue occasionally with job deadlines and chapter meetings. < 6 months 629 Sometimes the timing of the HFMA meetings fall the day after our Finance Committee meets. This prevents me from being able to attend the HFMA meetings as I am responsible for preparing the minutes from the Finance Committee meetings and there is a very short turnaround time for completing these minutes. < 6 months 629 spread the meeting locations equally across the SI region. < 1 year 622 Participate in other organizations that focus in more specialized area of healthcare. Given this, I unfortunately have very limited time to participate with my HFMA (which by the way is a great ). < 1 year 622 Retired < 1 year 629 None of the above. My spouse was sick for the last year or so. < 2 years 622 Hard to get out of the office. < 2 years 624 There are a lot of changes in my career. When faced with other obligations on site I often weigh topic and travel against those obligations and they win. Topics in my top three would help me most benefit from time away. Never 628 Dates have conflicted with Board Meetings or other meetings. 7
HFMA Survey (FY18) - Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 36 Provider/Payer percent of all Responses Received: 88% FY18 Net Promoter Score: 66 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 72% 22% 6% 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 1 1 6 6 17 Percent 0% 0% 0% 0% 0% 3% 3% 3% 19% 19% 53% Overall P/P All s 6% 11% 22% 28% 72% 61% FY18 Net Promoter Score: 66 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 Keeping me up to date on state and regional issues Providing connections to others in my field Providing easy access to information 0% 3% 17% 26% 54% 48% 0% 6% 9% 34% 51% 46% 0% 3% 11% 29% 57% 48% 0% 3% 17% 26% 54% 51% 0% 0% 6% 34% 60% 49% 0% 0% 17% 26% 57% 48% 54% 51% 57% 54% 60% 57% networking opportunities 6% 3% 9% 14% 69% 50% 69% HFMA chapter overall 0% 0% 17% 20% 63% 53% 63% 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 Southern Illinois Your Managing bundled payments 8% 11% 11% Accounting and financial reporting issues related to emerging payment models 26% 14% 14% Improving front end revenue cycle processes 21% 37% 37% Changes in Medicare reimbursement policies 25% 34% 34% Compliance in Medicare regulations 15% 37% 37% Managing and measuring the total cost of care 27% 20% 20% Improving the patient financial experience 16% 11% 11% Negotiating contracts with value based payment mechanisms 15% 6% 6% Prevention and Management of Denials 19% 29% 29% Operationalizing structures and processes to reflect changing payment models 22% 3% 3% Financial data analytics and business intelligence 40% 26% 26% State legislative and regulatory update 25% 20% 20% State Medicaid program 20% 46% 46% Local payors and employers response to ongoing change in healthcare 19% 11% 11% Attending an educational event When was the last time that you attended a chapter event? Southern Illinois Within the last 6 months 58% Within the past 2 years More than 2 years ago Never Within the past year 22% Within the past 2 years 11% More than 2 years ago 3% 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 Southern Illinois Your Event content not relevent to my job or misses the mark 32% 27% 27% The audience present does not support meaningful networking 4% 0% 0% The locations are not accessible to me 26% 12% 12% The quality of events does not meet expectations 4% 9% 9% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 46% 64% 64% New Member* Perceptions Sample: 7 Percent of Respondents: 17% I received a personal welcome from my HFMA chapter Disagree P/P All s Southern Illinois 7% 0% Disagr Not Sure ee Not Sure Not Sure 15% 14% 78% 86% I understand how to become more engaged with my HFMA chapter Disagree 7% 0% Not Sure Disagree Not Disagree Sure Not Sure 23% 0% 69% 100% * Questions presented to members joining from June 1, 2015 through September 1, 2017 11