New Hampshire Vermont Chapter Chapter Scores for CBSC: FY18 Overall High Satisfaction*: 100% FY17 Overall High Satisfaction: 70% Favorable/Unfavorable FY17 to FY18: 30% *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: 288 Responses Received: 51 Response Rate: 18% FY18 Net Promoter Score: 57 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 63% 30% 7% 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 2 3 11 8 21 Percent 0% 0% 0% 0% 0% 2% 4% 7% 24% 17% 46% Overall All 7% 11% 30% 28% 63% 61% FY18 Net Promoter Score: 57 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% 4% 36% 60% 49% 60% Addressing the right issues and topics 0% 2% 6% 42% 50% 46% 50% Locating events where I can access them 2% 2% 18% 34% 44% 50% 44% Keeping me up to date on state and regional issues 0% 0% 6% 30% 64% 51% 64% Providing connections to others in my field 0% 2% 16% 35% 47% 49% 47% Providing easy access to information 2% 0% 4% 42% 52% 48% 52% Chapter networking opportunities 0% 0% 16% 39% 45% 50% 45% HFMA chapter overall 0% 0% 0% 40% 60% 53% 60% 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 New Hampshire- Vermont Your Chapter Managing bundled payments 8% 13% 13% Accounting and financial reporting issues related to emerging payment models 26% 46% 46% Improving front end revenue cycle processes 23% 17% 17% Changes in Medicare reimbursement policies 25% 23% 23% Compliance in Medicare regulations 16% 13% 13% 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% 8% 8% Prevention and management of denials 18% 10% 10% Operationalizing structures and processes to reflect changing payment models 23% 27% 27% Financial data analytics and business intelligence 38% 44% 44% State legislative and regulatory update 27% 23% 23% State Medicaid program 19% 8% 8% Local payors and employers response to ongoing change in healthcare 20% 13% 13% Attending an educational event When was the last time that you attended a chapter event? New Hampshire- Vermont Chapter More than 2 years ago Never Within the last 6 months 51% Within the past year 20% Within the past 2 years Within the last 6 months Within the past 2 years 8% More than 2 years ago 12% Within the past year Never 8% 3
Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? All New Hampshire- Vermont Your Chapter Event content not relevent to my job or misses the mark 30% 39% 39% The audience present does not support meaningful networking 8% 0% 0% The locations are not accessible to me 22% 27% 27% 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.) 49% 39% 39% New Member* Perceptions Sample: 7 Percent of Respondents: 14% I received a personal welcome from my HFMA chapter All New Hampshire- Vermont Not Sure Disagree Not Sure 8% 0% 16% 14% 76% 86% 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
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 037 Social events are usually tied to education programs. Less formal opportunities just to get together in various towns is my suggestion. For instance, Barley House in Concord or a brewery in Burlington (or Nashua or Middlebury). < 6 months 038 Need additional networking opportunities < 6 months 053 Maybe a mixer at lunch. I find it hard to stay late an event. I did really enjoy the one I stayed for. < 6 months 054 My general impression is that the chapter is very small and consequently it is hard to assemble great programming. I think it does a great job under the circumstances and would make substantive changes. A bit more programming in Lebanon would we helpful to attract more VT members but I'm sure NH participation would decline some so as always it is a balancing act and I fully understand. One thought would be to merge with another chapter or try to develop some joint programming with other nearby chapters but location and convenience would always be challenge. < 1 year 035 Nothing I can think of - wish I had more available time to take advantage of all the events that are offered. < 1 year 037 I usually get my updates on state and regional issues from NHHA < 2 years 037 HFMA does a wonderful job and does provide very good educational programs for members of my fiscal services and patient financial services team. The main reason I did not provide 5 star ratings is, HFMA doesn't seem to gear many educational events to the CFO/Administration level. < 2 years 054 Nothing you can really do about the local events being closer to facilities > 2 years 057 > 2 years 339 Never 038 I know its an incredible amount of work and its difficult to get help but, it doesn't feel like there are as many local patient accounting focused meetings as there used to be. There used to be a VPAM group that met but, they dissolved those meetings; however, e-mail conversations are still is use. AAHAM has a few meetings per year now that we attend. Duane was the founder of the nh vt chapter and served as president twice he is now almost 92 years old and in fairly good health. Spending his summers on Bear Island on lake winnipesaukee and winters in n ft myers fl. With his wife, Norma of almost 70 years. I realize it's the VT-NH chapter, but having meetings in Stowe or Lebanon is not convenient for those of us on the seacoast. 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 037 I always like to see and get information pertaining to the cost report and the UCC data. < 6 months 054 Revenue Integrity < 1 year 032 Advance Cost Report seminars DSH Returns-how best to maximize return < 1 year 035 Any GAAP changes that impact Healthcare < 2 years 032 above:#2, 12, 9 (couldn't drag). < 2 years 037 Advanced Cost Report preparation Medicaid DSH Reporting 340B Program 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 031 For the most part it's the timing of the live events - they usually occur during our month-end close. < 6 months 031 The timing of when the events are typically are not in sync with my work schedule < 6 months 032 Too much work requirements... hard to justify away time < 6 months 033 I do not work in Finance and some topics are specific to finance operations (e.g., cost reporting). this is appropriate for the Chapter, just not always for me. < 6 months 033 Timing of events, at beginning of month, conflicts with our financial close many times. < 6 months 035 Need more offerings in Northern NH < 6 months 037 I am usually too busy at work to leave for the day. I do try and take advantage of webinars when possible. < 6 months 037 Time constraints < 6 months 041 usually can't attend due to schedule conflicts < 6 months 053 Thank you for keeping the cost of attending low, it is much easier to ASK permission to attend. < 6 months 054 The timing, location, and topic do not converge very frequently. < 6 months 058 My main barrier is just time away from the office. We have a small finance staff with a lot of projects on the go. < 1 year 032 Often times seminars are offered during the busiest time of the month (during month-end close) and I cannot attend. Other barriers are not within your control, meaning that I am so overloaded with work that taking a day off from the Office only puts more pressure on me. < 1 year 035 I have retired from the field but contiue to maintain my membership so I can kee p abreast of the changing environment. < 1 year 035 I said not accessible, but the bigger challenge is that my work life is so chaotic that I can't get away from the office when something interesting is scheduled. < 1 year 037 Unfortunately time constraints, due to the work load and timelines/deadlines that end up being the same time that the courses/seminars are offered. < 1 year 038 I typically have time conflicts. Also, event content might not be directly relevant to my role, which is fine, since HFMA encompasses a range of roles. < 2 years 032 not able to attend on that day. > 2 years 054 The content is not relevant enough to take that much time from work to attend a meeting. Never 031 Many of the programs are related to patient financial services and managing the revenue cycle. I am looking more for managed care contracting. Examples might include contract negotiating, payment methodologies, starting bundled payments, and managing PMPM costs. Never 037 Just joined. 7
- Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 42 Provider/Payer percent of all Responses Received: 82% FY18 Net Promoter Score: 53 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 61% 32% 8% 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 2 2 10 8 15 Percent 0% 0% 0% 0% 0% 3% 5% 5% 26% 21% 39% Overall P/P All 8% 11% 32% 28% 61% 61% FY18 Net Promoter Score: 53 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% 5% 38% 57% 48% 57% Addressing the right issues and topics 0% 2% 7% 45% 45% 46% 45% Locating events where I can access them 2% 0% 21% 36% 40% 48% 40% Keeping me up to date on state and regional issues 0% 0% 7% 33% 60% 51% 60% Providing connections to others in my field Providing easy access to information Chapter networking opportunities 0% 2% 17% 37% 44% 49% 2% 0% 5% 45% 48% 48% 0% 0% 15% 44% 41% 50% 41% 44% 48% HFMA chapter overall 0% 0% 0% 43% 57% 53% 57% 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 New Hampshire- Vermont Your Chapter Managing bundled payments 8% 12% 12% Accounting and financial reporting issues related to emerging payment models 26% 49% 49% Improving front end revenue cycle processes 21% 17% 17% Changes in Medicare reimbursement policies 25% 24% 24% Compliance in Medicare regulations 15% 7% 7% Managing and measuring the total cost of care 27% 41% 41% Improving the patient financial experience 16% 15% 15% Negotiating contracts with value based payment mechanisms 15% 10% 10% Prevention and Management of Denials 19% 7% 7% Operationalizing structures and processes to reflect changing payment models 22% 24% 24% Financial data analytics and business intelligence 40% 46% 46% State legislative and regulatory update 25% 22% 22% State Medicaid program 20% 10% 10% Local payors and employers response to ongoing change in healthcare 19% 15% 15% Attending an educational event When was the last time that you attended a chapter event? New Hampshire- Vermont Chapter More than 2 years ago Never Within the last 6 months 53% Within the past year 20% Within the past 2 years Within the last 6 months Within the past 2 years 8% More than 2 years ago 13% Within the past year Never 8% 10
- Provider/Payer Dataset Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? P/P All New Hampshire- Vermont Your Chapter Event content not relevent to my job or misses the mark 32% 42% 42% The audience present does not support meaningful networking 4% 0% 0% The locations are not accessible to me 26% 31% 31% The quality of events does not meet expectations 4% 3% 3% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 46% 33% 33% New Member* Perceptions Sample: 7 Percent of Respondents: 14% I received a personal welcome from my HFMA chapter Disagree P/P All New Hampshire- Vermont 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 Not Sure 7% 0% 23% 0% Not Sure Disagree Not Disagree Sure 69% 100% * Questions presented to members joining from June 1, 2015 through September 1, 2017 11