Patient satisfaction is measured via patient surveys conducted at least twice a year. Survey questions range from ease of appointment scheduling, satisfaction with providers and NFP overall, helpfulness of receptionists and call center representatives, ease of understanding information provided, assistance with billing questions, willingness to recommend NFP to others and more.
NFP also participates in a regional quality improvement collaborative funded by the Robert Wood Johnson Foundation that looks at outcomes for patients with chronic illness.
Neighborhood Family Practice utilizes the following tools and techniques to improve our processes and performance:
- Quality Assessment to help us select indicators that have proven to impact the quality of life of our patients
- PDSA cycle (Plan-Do-Study-Act) for learning and improvement about changes made to our processes
- Quality Dashboards at the organization and provider level to help us track our goals and monitor our progress
- Risk Management Plan that collects data to help us generate improvement
Recently, the Health Resources & Services Administration (HRSA) ranked NFP second in the state of Ohio for overall quality, efficiency and value of health care services provided. HRSA provided more than $205,000 in funding to NFP along with awards in the following categories:
- Health Center Quality Leader gold award – top 10% of all health centers achieving the best overall clinical performance
- Access Enhancer award – health centers that increased total number of patients served and the number of patients receiving comprehensive services
- Health Disparities Reducer award – health centers that met or exceeded Healthy People 2020 goals or made at least a 10% improvement across different racial/ethnic groups
To view information about NFP’s patient demographics and health outcomes reported by HRSA, click here. (NOTE: NFP is listed on the HRSA site as Neighborhood Health Care, Inc.)