Chapter Scores for CBSC: FY18 Overall High Satisfaction*: 91% FY17 Overall High Satisfaction: 69% Favorable/Unfavorable FY17 to FY18: 22% *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: 692 Responses Received: 78 Response Rate: 11% FY18 Net Promoter Score: 54 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% 29% 8% 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 4 2 9 12 9 36 Percent 0% 0% 0% 0% 0% 6% 3% 13% 17% 13% 50% Overall All 8% 11% 29% 28% 63% 61% FY18 Net Promoter Score: 54 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 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 HFMA chapter overall 0% 1% 19% 30% 49% 49% 0% 1% 17% 30% 51% 46% 0% 0% 18% 32% 49% 50% 0% 1% 25% 23% 51% 51% 0% 1% 20% 26% 53% 49% 0% 4% 12% 29% 55% 48% 1% 4% 16% 26% 53% 50% 0% 0% 9% 32% 58% 53% 49% 51% 49% 51% 53% 55% 53% 58% 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 Georgia Chapter Your Chapter Managing bundled payments 8% 7% 7% Accounting and financial reporting issues related to emerging payment models 26% 20% 20% Improving front end revenue cycle processes 23% 30% 30% Changes in Medicare reimbursement policies 25% 30% 30% Compliance in Medicare regulations 16% 13% 13% Managing and measuring the total cost of care 25% 24% 24% Improving the patient financial experience 18% 29% 29% Negotiating contracts with value based payment mechanisms 14% 5% 5% Prevention and management of denials 18% 32% 32% Operationalizing structures and processes to reflect changing payment models 23% 24% 24% Financial data analytics and business intelligence 38% 39% 39% State legislative and regulatory update 27% 20% 20% State Medicaid program 19% 12% 12% Local payors and employers response to ongoing change in healthcare 20% 17% 17% Attending an educational event When was the last time that you attended a chapter event? Within the last 6 months 44% Within the past year 19% 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 Never 12% 12% Within the past year 3
Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? All Georgia Chapter Your Chapter Event content not relevent to my job or misses the mark 30% 27% 27% The audience present does not support meaningful networking 8% 13% 13% The locations are not accessible to me 22% 24% 24% 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.) 49% 43% 43% New Member* Perceptions Sample: 13 Percent of Respondents: 17% I received a personal welcome from my HFMA chapter All Georgia Chapter 8% 8% 16% 38% 76% 54% I understand how to become more engaged with my HFMA chapter 8% 23% 24% 31% 68% 46% * 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 300 Not the chapter it used to be. Same people are used over and over again to do sessions. Leadership sessions should be divided into type of target: front line vs midlevel vs sr level vs executive. HFMA is trying to be everything to everyone. Who is target audience for GA HFMA? < 6 months 300 The proportion of vendors vs. providers isnâ t out of balance. This problem is not limited to the GA chapter. Holding meetings at a Ritz Carlton send the wrong message. < 6 months 302 There are some apparent struggles in the educational and technical aspects of certification. In a consultant role, it is hard to match the location of GA HFMA events to me or others in my role compared to members whose job locations are within GA. < 6 months 303 5 Star is perfect and no one is perfect. < 6 months 317 Willing to work with Forums to host events in Albany, GA < 1 year 302 Continue to focus on expanding membership to hopefully gain the interest of more local executive leaders. < 1 year 303 I find the web page hard to use. I spend a lot of time clicking on the menu items to find what I am looking for. < 1 year 317 Focus over last few years has been heavy revenue cycle, with little efforts given to other issues. I think we're getting better - last year we had the A&A forum. Still room for improvement. The networking is good for meeting other vendors, but the Organization has had trouble recruiting providers to join/attend meetings it seems. < 1 year 317 I would like to see more events that are in locations other than Atlanta. (Macon, Albany, Savannah) < 2 years 300 Reach more members directly in practices and healthcare facilities vs vendors. < 2 years 303 1. Consider the evolving technologies by supporting small developing companies with coordation with the investment community. 2. Offer more day long sessions over the year for CME credits 3. Offer content on policy and technology demonstrations that are transforming the industry 4. Offer expanded security information on block chain and secure interchange > 2 years 300 Work on issues other than rev cycle more frequently. The Compliance session should be more than once a year. > 2 years 300 Due to work schedule I am not as involved as I would like to be. Would like to see more networking events in the Greater Atlanta area 290 I would like to see monthly or bi-monthly updates about Georgia/regional issues...preferably in email. 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 300 More provider panels < 6 months 300 Continue the state and legislative updates < 6 months 317 Managing Significant Changes in Payer Policies Shifting to Retail OP Pricing Cost Reduction/Revenue Enhancement < 1 year 301 Rev Cycle Benchmarks, Data Analytics, and BI < 1 year 303 Payment audits where third parties come in to disallow charges seemingly based on industry standard. In discussions with other hospitals, these reductions do not appear to be industry standards. Also, the carving out of services from hospitals. It changes the financial impact. < 1 year 303 Rev Cycle Audit < 1 year 305 CIN, ACOs, Advanced physician hospital alignment strategies, Generally can be summed up by moving from more tactical to strategic topics < 1 year 312 Auditing and monitoring techniques. Improving internal controls/departmental self-assessment metrics. Greater focus on the integration between RCM and IT with finance / accounting. < 2 years 303 Budgetary / P&L planning based on tax and long term Capex strategy Offer direct town hall with legislators so they better understand the real issues at hand < 2 years 305 How clinical documentation integrity affects the revenue cycle > 2 years 300 Revenue Integrity functions, such as Chargemaster issues, Charge Capture, Competitive Pricing and Provider documentation. 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 300 I usually attend < 6 months 301 I ususally attend - also depends on topics. < 6 months 301 Family responsibilities. Travel a lot with conflicting dates. < 6 months 302 travel for work does not leave me near the locations for most events. Webinars are very good, but on location events must be a strong to perfect match for me in terms of content and participation or align with my company's intentions for staff to attend for networking or presentations. < 6 months 302 If more providers attended, I could better justify to my director the time and cost for my attendance. < 6 months 303 I'm a Project Manager and look for opportunities to proactively manage product implementations by maintaining updated project scheduling. Not all events are relevant to that work. < 6 months 305 I, or someone from my facility, typically attends...just depends on availability, topic, location, etc. < 6 months 305 At times it seem the meetings are full of vendors and not so much providers. If I am looking for a vendor in a specific area, these meetings almost guarantee that I can make contact with several vendors in a very short time frame but not so much if I am looking for a peer of a similar facility might have handled an issue. < 6 months 317 Need to reenergize CFOs to participate. < 1 year 301 Not much Chapter can do about it but travel expenses are limited from provider environment. < 1 year 302 More presentations with nationally recognized educators or providers across the country who are demonstrating cutting edge approaches to healthcare finance and regulatory challenges. < 1 year 303 Mostly, my barrier is time. There is a lot of good education out there, including HFMA, just not enough time to participate in it all. < 1 year 305 Can not get away from work for offsite meetings < 1 year 312 Budget and time constraints. < 1 year 317 Currently in the middle of a system conversion so it is difficult to travel overnight to attending events right now < 2 years 300 Conflict with schedule- events vs work related issue < 2 years 303 Advanced content for leaders < 2 years 305 scheduling conflicts < 2 years 317 Usually more related to dates of conferences instead of locations. < 2 years 317 Timing of meetings need to be on Weekend so that all the task can be completed and allow genuine participation without interference from work. > 2 years 287 I am a retired member, and would love to attend...but it is a financial issue! 7
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 > 2 years 300 Work schedule and traveling for job > 2 years 300 There's usually not very much content around mid-revenue Cycle issues. > 2 years 308 I have retired so I participate in the chapter webinars. Never 300 I am a new member and have yet to attend an event. Never 300 I travel for work, so I'm usually gone during these times. Never 315 I previously lived out of state, though I have recently returned to Georgia. 8
- Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 44 Provider/Payer percent of all Responses Received: 56% FY18 Net Promoter Score: 66 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 73% 20% 7% 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. 9
- 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 2 1 2 6 5 25 Percent 0% 0% 0% 0% 0% 5% 2% 5% 15% 12% 61% Overall P/P All 7% 11% 20% 28% 73% 61% FY18 Net Promoter Score: 66 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% 11% 34% 55% 48% 55% Addressing the right issues and topics 0% 0% 9% 32% 59% 46% 59% Locating events where I can access them Keeping me up to date on state and regional issues Providing connections to others in my field 0% 0% 20% 27% 52% 48% 0% 0% 25% 23% 52% 51% 0% 0% 19% 26% 56% 49% 52% 52% 56% Providing easy access to information 0% 0% 7% 32% 61% 48% 61% Chapter networking opportunities 0% 2% 19% 23% 56% 50% 56% HFMA chapter overall 0% 0% 5% 32% 64% 53% 64% 10
- 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 Georgia Chapter Your Chapter Managing bundled payments 8% 9% 9% Accounting and financial reporting issues related to emerging payment models 26% 20% 20% Improving front end revenue cycle processes 21% 23% 23% Changes in Medicare reimbursement policies 25% 30% 30% Compliance in Medicare regulations 15% 14% 14% Managing and measuring the total cost of care 27% 23% 23% Improving the patient financial experience 16% 23% 23% Negotiating contracts with value based payment mechanisms 15% 5% 5% Prevention and Management of Denials 19% 41% 41% Operationalizing structures and processes to reflect changing payment models 22% 18% 18% Financial data analytics and business intelligence 40% 48% 48% State legislative and regulatory update 25% 16% 16% State Medicaid program 20% 9% 9% Local payors and employers response to ongoing change in healthcare 19% 23% 23% Attending an educational event When was the last time that you attended a chapter event? More than 2 years ago Never Within the last 6 months 47% Within the past year 26% Within the past 2 years 12% Within the past 2 years Within the last 6 months More than 2 years ago 7% Never 9% Within the past year 11
- Provider/Payer Dataset Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? P/P All Georgia Chapter Your Chapter Event content not relevent to my job or misses the mark 32% 23% 23% The audience present does not support meaningful networking 4% 8% 8% The locations are not accessible to me 26% 30% 30% 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% 45% 45% New Member* Perceptions Sample: 5 Percent of Respondents: 6% I received a personal welcome from my HFMA chapter P/P All Georgia Chapter 7% 0% Disagr Not Sure ee 15% 20% 78% 80% I understand how to become more engaged with my HFMA chapter 7% 20% 23% 40% Not Sure 69% 40% Not * Questions presented to members joining from June 1, 2015 through September 1, 2017 12