San Diego Imperial Scores for CBSC: FY18 Overall High Satisfaction*: 88% FY17 Overall High Satisfaction: 67% 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: 177 Responses Received: 27 Response Rate: 15% FY18 Net Promoter Score: 48 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 57% 35% 9% 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 1 0 0 1 0 4 4 0 13 Percent 0% 0% 4% 0% 0% 4% 0% 17% 17% 0% 57% Overall All s 9% 11% 35% 28% 57% 61% FY18 Net Promoter Score: 48 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 4% 0% 8% 44% 44% 49% 44% Addressing the right issues and topics 4% 4% 12% 27% 54% 46% 54% Locating events where I can access them 4% 0% 16% 20% 60% 50% 60% Keeping me up to date on state and regional issues 4% 4% 12% 27% 54% 51% 54% Providing connections to others in my field 4% 4% 15% 19% 58% 49% 58% Providing easy access to information 4% 4% 12% 27% 54% 48% 54% networking opportunities 8% 0% 12% 16% 64% 50% 64% HFMA chapter overall 4% 0% 8% 31% 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 San Diego- Imperial Your Managing bundled payments 8% 19% 19% Accounting and financial reporting issues related to emerging payment models 26% 26% 26% Improving front end revenue cycle processes 23% 19% 19% Changes in Medicare reimbursement policies 25% 22% 22% Compliance in Medicare regulations 16% 4% 4% Managing and measuring the total cost of care 25% 26% 26% Improving the patient financial experience 18% 26% 26% Negotiating contracts with value based payment mechanisms 14% 15% 15% Prevention and management of denials 18% 19% 19% Operationalizing structures and processes to reflect changing payment models 23% 30% 30% Financial data analytics and business intelligence 38% 37% 37% State legislative and regulatory update 27% 30% 30% State Medicaid program 19% 15% 15% 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? San Diego-Imperial Never Within the last 6 months 48% Within the past year 15% More than 2 years ago Within the last 6 months Within the past 2 years 11% Within the past 2 years More than 2 years ago Never 11% 15% 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 San Diego- Imperial Your Event content not relevent to my job or misses the mark 30% 38% 38% The audience present does not support meaningful networking 8% 13% 13% The locations are not accessible to me 22% 17% 17% The quality of events does not meet expectations 4% 4% 4% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 49% 42% 42% New Member* Perceptions Sample: 6 Percent of Respondents: 22% I received a personal welcome from my HFMA chapter All s San Diego- Imperial Disagree 8% 0% 16% 17% 76% 83% I understand how to become more engaged with my HFMA chapter Disagree Disagree 8% 0% 24% 50% 68% 50% * 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 921 I would love to see items that are more strategy focused rather than so much revenue cycle programming. < 6 months 921 HFMA can contribute to but cannot be responsible for educating and keeping members informed in this age of information technology and webinars. Therefore, they can not gain membership based solely on seminars and webinars. However they can provide valuable credentials to those who get educated. HFMA should focus on certification as well as area and national networking. This is what they have to offer that is unique. Every healthcare employee in the revenue cycle should be aware of the benefits of HFMA credentials. Advertising should emphasize the benefits of HFMA credentialing. Every webinar and seminar should include education on HFMA credentials. < 6 months 921 Monthend is never a good time for an education event for Financial staff < 1 year 921 Additional content around news, trends, issues, etc. in the SoCal region would be nice. Otherwise, the in-person event options are good. I hope to get more involved in 2018 and should have better feedback. < 1 year 921 Thank you for great work you do! > 2 years 920 I have been a member for decades. We used to have 1/2 day sessions or better - lunches at which short interesting talks were given. It allowed for maximum networking and only took a few hours out of the day. They were a real bang for the buck. Now - too many long sessions or web presentations. I don't like this web stuff - I can get that from 50 sources - I don't need HFMA for that. Never 920 Six months ago when I went through the steps to transfer my membership because I live in Del Mar, I was hoping to attend meetings. I have received nothing from the chapter. If you would send meeting notices via email, I could start participating. doug.barry@mazarsusa.com 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 921 HFMA credentialing at each of the above. < 1 year 921 AI, Robotics, and Machine Learning within the revenue cycle. < 1 year 921 Healthcare updates related to both federal and state government regulations > 2 years 920 The impact and opportunities presented by MACRA, as seen by facilities; and how facilities can capitalize on the pressure on physicians, to the advantage of the Bundling Initiatives Never 921 Fair market value of physician compensation and/or healthcare mergers and acquisitions and business valuation 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 921 digits Comment Content must be related to my specialty or attendees must be in my specialty. Medicare & Medi-Cal Cost reports Reimbursement < 6 months 921 Really has to do with the date it happens on. MOnthend is never a good time. < 6 months 921 I am available to assist with future events as a volunteer, thanks < 1 year 921 Timing of events during month end close (2nd/3rd week of the month). Strong revenue cycle focus. < 1 year 921 I work long hours and it is hard to attend the events during working hours. < 2 years 920 Work and home life demands. I am not able to attend events the first 6 business days of the month due to month end financial close duties with tight deadlines. < 2 years 921 Local healthcare leadership are not promoting the value of HFMA to their finance folks. Leadership are not providing the opportunities as they once have as they have been focusing on the moment and not encouraging staff to get engaged in the community. It is interesting that some organizations are still paying for their staff dues, but they are not encouraging staff to attend local venues? > 2 years 920 Too long a time commitment for the return Never 920 I have received no information telling me when there will be a meeting and the location of the meeting. 7
HFMA Survey (FY18) - Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 19 Provider/Payer percent of all Responses Received: 70% FY18 Net Promoter Score: 71 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 76% 18% 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 0 2 1 0 13 Percent 0% 0% 0% 0% 0% 6% 0% 12% 6% 0% 76% Overall P/P All s 6% 11% 18% 28% 76% 61% FY18 Net Promoter Score: 71 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 0% 0% 0% 47% 53% 48% 53% Addressing the right issues and topics Locating events where I can access them 0% 0% 11% 21% 68% 46% 0% 0% 11% 17% 72% 48% 68% 72% Keeping me up to date on state and regional issues 0% 5% 5% 26% 63% 51% 63% Providing connections to others in my field 0% 0% 11% 16% 74% 49% 74% Providing easy access to information 0% 0% 16% 16% 68% 48% 68% networking opportunities HFMA chapter overall 0% 0% 11% 16% 74% 50% 0% 0% 11% 16% 74% 53% 74% 74% 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 San Diego- Imperial Your Managing bundled payments 8% 21% 21% Accounting and financial reporting issues related to emerging payment models 26% 32% 32% Improving front end revenue cycle processes 21% 16% 16% Changes in Medicare reimbursement policies 25% 26% 26% Compliance in Medicare regulations 15% 5% 5% Managing and measuring the total cost of care 27% 32% 32% Improving the patient financial experience 16% 21% 21% Negotiating contracts with value based payment mechanisms 15% 16% 16% Prevention and Management of Denials 19% 5% 5% Operationalizing structures and processes to reflect changing payment models 22% 16% 16% Financial data analytics and business intelligence State legislative and regulatory update 40% 37% 25% 37% 37% 37% State Medicaid program Local payors and employers response to ongoing change in healthcare 20% 21% 19% 21% 21% 21% Attending an educational event When was the last time that you attended a chapter event? San Diego-Imperial Within the last 6 months 63% Within the past year 16% Within the past 2 years 16% More than 2 years ago 5% More than 2 years ago Never Within the past 2 years Within the past year Within the last 6 months Never 0% 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 San Diego- Imperial Your Event content not relevent to my job or misses the mark 32% 38% 38% The audience present does not support meaningful networking 4% 6% 6% The locations are not accessible to me 26% 19% 19% The quality of events does not meet expectations 4% 6% 6% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 46% 31% 31% New Member* Perceptions Sample: 4 Percent of Respondents: 15% I received a personal welcome from my HFMA chapter Disagree P/P All s San Diego- Imperial 7% 0% 15% 0% Disagr Not Sure ee 78% 100% I understand how to become more engaged with my HFMA chapter Disagree 7% 0% Disagree Not Disagree Sure 23% 50% 69% 50% * Questions presented to members joining from June 1, 2015 through September 1, 2017 11