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Medical Group Management Association

View All - Practice Operations Survey

Demographics

*For the purpose of reporting the information in this survey, what fiscal year was used?

Enter the beginning month, beginning year,  end month and end year of your most recently   completed fiscal year. Data reported for periods less than 12 months will not be eligible for submission. If your medical practice was involved in a merger or acquisition during the 2020 fiscal  year and you cannot assemble 12 months of practice data, you may not be able to participate. Please contact Data Solutions at 877.275.6462, ext. 1895 or survey@mgma.com, if you are uncertain about your eligibility to participate.

*Beginning month: Enter the beginning month of your most recently completed fiscal year.
*Beginning year: Enter the year that your most recently completed fiscal year began.
*Ending month: Enter the ending month of your most recently completed fiscal year.
*Ending year: Enter the year that your most recently completed fiscal year ended.
 

*Total physician FTE

Report the number of FTE physicians in your practice. An FTE physician works whatever number of hours the practice considers to be the minimum for a normal workweek, which could be 37.5, 40, 50 hours, or some other standard.
 

*Total advanced practice provider FTE

Report the number of FTE advanced practice providers in your practice. Advanced practice providers are specially trained and licensed providers who can provide medical care and billable services. Examples of advanced practice providers include audiologists, certified registered nurse anesthetists (CRNAs), clinical nurse specialists (CNSs), clinical social workers (CSWs), dieticians/nutritionists, midwives, nurse practitioners, occupational therapists, optometrists, physical therapists, physician assistants, psychologists, and surgeon assistants.
 

*Total support staff FTE

Report the number of FTE support staff in your practice. Examples of support staff include individuals who hold positions in general administrative, patient accounting, general accounting, managed care administration, information technology, housekeeping, maintenance, security, medical receptionists, medical secretaries, transcription, medical records, registered nurses, licensed practice nurses, medical assistants, nurse's aides, clinical laboratory, radiology and imaging, and other medical, administrative, ancillary, and front office support services.
 

*Total practice medical revenue

Total medical revenue is the sum of fee-for-service collections (revenue collected from patients and third-party payers for services provided to fee-for service, discounted fee-for-service, and non-capitated Medicare/Medicaid patients), capitation payments (gross capitation revenue minus purchased services for capitation payments), and other medical activity revenues.

Other medical revenue includes grants, honoraria, research contract revenues, government support payments, and educational subsidies plus the revenue from the sale of medical goods and services.

Operations

How many hours was your practice open each day?

For each day of the week, indicate the total number of hours your practice was open. If your practice is not open on that day, please enter “0”. If your practice was always open on that day, please enter “24”.
 

What best described your practice operations during the lunch hour?

Continued to see patients with phones on: Practice remained open and continued to see patients during the lunch hour while also providing phone coverage; business as usual.
Continued to see patients with phones off: Practice remained open and continued to see patients during the lunch hour but no phone coverage was provided.
Not open for patient visits, yet had continued phone coverage: Practice was not open for patient visits during the lunch hour but was available via phone coverage.
Not open for patient visits, yet had a phone recording: Practice was not open for patient visits during the lunch hour but had a phone recording.
Not open for patient visits, yet had an answering service: Practice was not open for patient visits during the lunch hour but had an answering service providing phone coverage.
Other, please specify: If none of the above, select “Other” and please specify in the text box your practice operations during the lunch hour.
 

What percent of your patient population logged in to the patient portal?

Indicate the percent, in whole numbers, of your patient population that not only enrolled, but also logged in to the patient portal. If you did not have a patient portal, indicate that by entering “0.”
 

What percent of your patient population used a patient portal to:

Schedule appointments: Indicate the percent, in whole numbers, of your patient population that used a patient portal to schedule appointments. If this functionality wasn’t offered in your patient portal or you did not have a patient portal, indicate that by entering “0.”
Pay bills online: Indicate the percent, in whole numbers, of your patient population that used a patient portal to pay their bills online. If this functionality wasn’t offered in your patient portal or you did not have a patient portal, indicate that by entering “0.”
Access test results: Indicate the percent, in whole numbers, of your patient population that used a patient portal to access test results. If this functionality wasn’t offered in your patient portal or you did not have a patient portal, indicate that by entering “0.”
Communicate with providers and medical staff: Indicate the percent, in whole numbers, of your patient population that used a patient portal to communicate with the providers and medical staff at your practice. If this functionality wasn’t offered in your patient portal or you did not have a patient portal, indicate that by entering “0.”
View, download or transmit medical records: Indicate the percent, in whole numbers, of your   patient population that used a patient portal to view, download or transmit medical records. If this functionality wasn’t offered in your patient portal or you did not have a patient portal, indicate that by entering “0.”
Fill a new prescription: Indicate the percent, in whole numbers, of your patient population that used a patient portal to fill a new prescription. If this functionality wasn't offered in your patient portal or you did not have a patient portal, indicate that by entering “0.”
Refill prescriptions: Indicate the percent, in whole numbers, of your patient population that used a patient portal to refill a prescription. If this functionality wasn't offered in your patient portal or you did not have a patient portal, indicate that by entering “0.”
 

What was the expected time (in hours) for staff to respond to patient portal communications?

Indicate the expected number of hours staff had to respond to patient portal communications. If the amount of time varied on activity, please enter the general rule of thumb or average expectation.
 

Did you manage your online presence?

Indicate “Yes” if your practice took steps to manage its online presence and reputation. If your  practice took no action to manage its online presence, answer “No.” Managing your online presence may include reviewing appropriate representation of your practice’s brand via social media and  online platforms.
 

*How often did you conduct patient satisfaction surveys?

Every patient visit: Patient satisfaction surveys were provided to patient for all visits.

More than once a month: Patient satisfaction surveys were conducted at least twice each month on average.

Monthly: Patient satisfaction surveys were conducted once a month on average. Quarterly: Patient satisfaction surveys were conducted every three months on average. Twice a year: Patient satisfaction surveys were conducted every six months on average. Annually: Patient satisfaction surveys were conducted once a year on average.

Less than once a year: Patient satisfaction surveys were conducted less than once a year on average.
Never: Patient satisfaction surveys were never conducted.
 

How were your patient satisfaction surveys conducted?

If your practice administers patient satisfaction surveys, please indicate how these surveys were conducted.

In-house: Patient satisfaction surveys were conducted in-house. Your practice was responsible for distributing the patient satisfaction surveys to patients for completion and subsequently collecting the completed surveys.

Outsourced: Patient satisfaction surveys were outsourced. A third-party company was responsible    for distributing the patient satisfaction surveys to patients for completion and subsequently collecting the completed surveys.

Combination of in-house and outsourced: Patient satisfaction surveys were conducted both within the practice and using a third-party company.

Other, please specify: If another method was used to conduct patient satisfaction surveys, select “Other” and please specify in the text box those additional methods.
 

 How were your patient satisfaction surveys delivered? (Check all that apply)

If your practice administers patient satisfaction surveys, please indicate how these surveys were conducted.

Over the phone: Patient satisfaction surveys were delivered via a phone call to patients in order to gather the patient’s feedback.

Email: Patient satisfaction surveys were delivered via email to patients in order to gather the patient’s feedback.

Text message: Patient satisfaction surveys were delivered via text messaging to patients in order to gather the patient’s feedback.

Mail: Patient satisfaction surveys were delivered via mail to patients in order to gather the patient’s feedback.

In office: Patient satisfaction surveys were provided in-office to patients in order to gather the patient’s feedback.

Other, please specify: If another method was used to deliver patient satisfaction surveys, select “Other” and please specify in the text box those additional delivery methods.
 

Was your patient satisfaction survey CAHPS certified?

If your practice administers patient satisfaction surveys, please indicate how these surveys were conducted.
Indicate “Yes” if your practice’s patient satisfaction survey was certified through the CAHPS (Consumer Assessment of Healthcare Providers and Systems) program. If your practice’s patient satisfaction survey was not CAHPS certified, answer “No.”
 

*How often did you review the results from your patient satisfaction surveys?

If your practice administers patient satisfaction surveys, please indicate how these surveys were conducted.

More than once a month: Patient satisfaction survey results were reviewed at least twice each month on average.

Monthly: Patient satisfaction survey results were reviewed once a month on average. Quarterly: Patient satisfaction survey results were reviewed every three months on average. Twice a year: Patient satisfaction survey results were reviewed every six months on average. Annually: Patient satisfaction survey results were reviewed once a year on average.

Less than once a year: Patient satisfaction survey results were reviewed less than once a year on average.

Never: Patient satisfaction survey results were never reviewed.
 

Did your practice make actionable decisions with the results from your patient satisfaction surveys?

If your practice administers patient satisfaction surveys, please indicate how these surveys were conducted.
Indicate “Yes” if your practice made actionable decisions with the results from the patient satisfaction surveys. If your practice did not make actionable decisions with the results from the patient satisfaction surveys, answer “No.”
 

*Did your practice participate in MACRA/MIPS?

Indicate “Yes” if your practice participated in MACRA/MIPS. If your practice did not participate in MACRA/MIPS, answer “No”.
 

*How many quality measures did you report to CMS?

If you answered “Yes” to participating in MACRA/MIPS, please indicate the number of quality measures your practice reported to CMS. If your practice did not report any quality measures, please leave the box blank. Quality measures and activities for practice reporting are outlined by CMS to reward high value, patient centered care.
 

*For your largest payer, how many quality measures did you report?

If you answered “No” to participating in MACRA/MIPS, please indicate how many quality measures your practice reported for your largest payer. Quality measures and activities for practice reporting are outlined by the payer to reward high value, patient centered care.

GOVERNANCE

*Who led the practice operational decisions?

Physicians and administrator collaborated: Physicians and administrator collaborated on practice operational decisions.

Physician led: Physicians led practice operational decisions.
Administrator led: Administrator led practice operational decisions.
Other, please specify: If neither physicians and/or administrator led practice operational decisions, select “Other” and please specify in the text box who led the practice operational decisions.
 

*Who led the practice strategic decisions?

Physicians and administrator collaborated: Physicians and administrator collaborated on practice strategic decisions.
Physician led: Physicians led practice strategic decisions.
Administrator led: Administrator led practice strategic decisions.
Other, please specify: If neither physicians and/or administrator led practice strategic decisions, select “Other” and please specify in the text box who led the practice strategic decisions.
 

*How often did the administrator and physicians meet?

Daily: Physicians and administrator met daily on average to discuss practice topics.
Weekly: Physicians and administrator met once a week on average to discuss practice topics.
Monthly: Physicians and administrator met once a month on average to discuss practice topics.
Quarterly: Physicians and administrator met once every three months on average to discuss practice topics.
Twice a year: Physicians and administrator met twice a year on average to discuss practice topics.
Annually: Physicians and administrator met once a year on average to discuss practice topics.
Less than once a year: Physicians and administrator met less than one time per year on average to discuss practice topics.
Never: Physicians and administrator never met to discuss practice topics.
 

How often did senior leaders communicate with staff regarding goals and opportunities?

Daily: Senior leaders communicated goals and opportunities with staff daily on average.
Weekly: Senior leaders communicated goals and opportunities with staff once a week on average.
Monthly: Senior leaders communicated goals and opportunities with staff once a month on average.
Quarterly: Senior leaders communicated goals and opportunities with staff once every three months on average.
Twice a year: Senior leaders communicated goals and opportunities with staff twice a year on average.
Annually: Senior leaders communicated goals and opportunities with staff once a year on average.
Less than once a year: Senior leaders communicated goals and opportunities with staff less than one time per year on average.
Never: Senior leaders never communicated goals and opportunities with staff.
 

Which of the following patient services were centralized? (Check all that apply)

Registration: Check this box if registration was a centralized service where the management of patient registration was coordinated for multiple departments, practices or entities within
your system.
Scheduling: Check this box if scheduling was a centralized service where the management of patient appointment scheduling was coordinated for multiple departments, practices or entities within your system.
Billing: Check this box if billing was a centralized service where the management of patient billing and collections was coordinated for multiple departments, practices or entities within your system.
Referral management: Check this box if referral management was a centralized service where the management of patient referrals was coordinated for multiple departments, practices or entities within your system.
 

*How did your practice manage inbound telephone calls?

Front desk staff: Front desk staff were responsible for answering inbound telephone calls, calls coming in.
In-house call center: Inbound telephone calls, calls coming in, were answered by an in-house call center. A centralized group of staff within the practice other than front desk staff were responsible for answering inbound telephone calls.
Outsourced call center: Inbound telephone calls, calls coming in, were answered by an outsourced call center. A third-party company was responsible for answering inbound telephone calls.
Other, please specify: If others were responsible for answering inbound telephone calls, calls coming in, select “Other” and please specify in the text box those additional methods.
 

*How many FTE staff were in the call center?

If you answered “In-house call center” to the question How did you manage inbound telephone calls, then indicate the number of full-time-equivalent (FTE) staff that were in the call center.
 

What was the average length of time in minutes patients spent on hold after an initial answer?

Indicate the average length of time in minutes per telephone call that patients spent on hold after the call was initially answered.
 

*What was the average inbound call volume per day?

If you answered “Front desk staff” or “In-house call center” to the question How did you manage inbound telephone calls, then indicate the average number of inbound telephone calls, calls coming in, received per day.
 

What was the average call length in minutes for inbound calls?

If you answered “Front desk staff” or “In-house call center” to the question How did you manage inbound telephone calls, then indicate the average duration in minutes per telephone call for inbound calls, calls coming in, measured from when the call is answered and including any hold time, talk time and until the call is completed.
 

What was the average speed of answer in seconds for inbound calls?

If you answered “Front desk staff” or “In-house call center” to the question How did you manage inbound telephone calls, then indicate the average amount of time in seconds it takes to answer inbound telephone calls, calls coming in.
 

*What was the average call abandonment percentage rate for inbound calls?

If you answered “Front desk staff” or “In-house call center” to the question How did you manage inbound telephone calls, then indicate the average abandonment percentage rate, in whole numbers, for inbound telephone calls, calls coming in. Call abandonment rate is percentage of total calls that were disconnected.

SCHEDULING

*What percent of your practice’s total appointments were same-day appointments?

Indicate the percent, in whole numbers, of your practice’s total appointment slots that were scheduled the same-day patients call to accommodate for last-minute appointment requests.
 

*For scheduled appointments, what was the average wait time (in minutes) the patient was in the:

Waiting area before being brought to the exam room: Indicate the average amount of time, in minutes, a patient was in the waiting area before being brought back to the exam room.
Exam room before seeing the provider: Indicate the average amount of time, in minutes, a patient was waiting in the exam room before seeing the provider.
 

Have you taken action to improve patient wait times in the last 12 months?

Indicate “Yes” if your practice has implemented new policies/procedures within the last 12 months to improve patient wait times in the waiting area and/or exam room. If your practice has taken no action towards improving wait times, answer “No.”
 

What was the average scheduled appointment slot-time length (in minutes) for:

New patient visits: Indicate the average amount of time in minutes that was scheduled for new patient visits.
Established patient visits: Indicate the average amount of time in minutes that was scheduled for established patient visits.
Preventive care visits: Indicate the average amount of time in minutes that was scheduled for preventive care visits.
Follow-up/post-op visits: Indicate the average amount of time in minutes that was scheduled for follow-up/post-op visits.
 

*On average, what was your third next available appointment (in business days) for:

To calculate your third next available appointment, begin by counting the number of working days from the start of each day to the third open appointment. If the third next available appointment was the day you start on, reflect that by entering “0,” if it was the day after then indicate that by entering “1” and so forth.

Do not count days when the office is closed for business. However, days where the provider is unavailable due to vacation, administrative time, sick leave, etc. should be included in your count. If a certain number of appointment slots are reserved for same-day appointments, do not include those   in your count for third next available appointment.

New patient visits: Using the guidelines above to calculate third next available appointment, indicate the number in business days for new patient visits.
Established patient visits: Using the guidelines above to calculate third next available appointment, indicate the number in business days for established patient visits.
Preventive care visits: Using the guidelines above to calculate third next available appointment, indicate the number in business days for preventive care visits.
Follow-up/post-op visits: Using the guidelines above to calculate third next available appointment, indicate the number in business days for follow-up/post-op visits.
 

For scheduled appointments, what was the average per provider for:

Number of appointment slots per day for new patient visits: Indicate the average number of appointment slots per provider that were in your schedule per day for new patient visits.
Number of appointment  slots per day for established patient visits: Indicate the average number  of appointment slots per provider that were in your schedule per day for established patient visits.
Number of appointment slots per day for preventive care visits: Indicate the average number of appointment slots per provider that were in your schedule per day for preventive care visits.
Number of appointment slots per day for follow-up/post-op visits: Indicate the average number of appointment slots per provider that were in your schedule per day for follow-up/post-op visits.
Number of appointment slots reserved for same-day appointments: Indicate the average number of appointment slots per provider that were reserved for same day appointments per day.
Number of appointment slots per day that were unfilled: Indicate the average number of appointment slots per provider that were not filled or were unscheduled per day.

 

*What was your practice’s no show rate percentage?

Indicate your practice’s average no show rate percent, in whole numbers, where appointments were scheduled but patients did not show up, or reschedule, their scheduled appointment.
 

How much did you charge for no show appointments?

Indicate the dollar amount you charged for no-show appointments. If your practice did not have a no-show policy or did not charge, please indicate by entering “0”.
 

How many minutes late until a patient was considered a no-show?

Indicate how many minutes late until your practice considered a patient who did not show up for a scheduled appointment as a no-show. If your practice did not have a no-show policy, please leave your answer blank.
 

*What was your practice’s appointment cancellation rate percentage?

Indicate your practice’s average appointment cancellation rate percent, in whole numbers, where appointments were scheduled but patients or the provider/practice called to cancel their scheduled appointment.
 

What percentage of appointments were rescheduled within 30 days of cancellation?

Indicate the average percentage of appointments that were rescheduled within 30 days of cancellation. Include appointments canceled by the patient and by the provider/practice.

FINANCIAL MANAGEMENT

*What percent of copayments were collected at time of service?

Indicate the percent, in whole numbers, of copayments that were collected from patients at time of service. If you did not collect copayments at time of service, indicate that by entering “0.”
 

*What percent of patient due balances were collected at time of service?

Indicate the percent, in whole numbers, of patient due balances that were collected from patients at time of service. If you did not collect patient due balances at time of service, indicate that by   entering “0.”
 

What best described your billing function structure?

In-house: Medical billing operations were performed in-house, within your practice.
Outsourced: Medical billing operations were outsourced to a third-party company.
Combination of in-house and outsourced: Medical billing operations were performed both inhouse and outsourced.
Other, please specify: If another method was used to perform medical billing operations, select “Other” and please specify in the text box those additional methods.
 

What was the average number of commercial claims a biller submitted for payment in a day?

If you answered “In-house” to the question What best described your billing function structure, then indicate the average number of commercial claims a biller submitted for payment in a day. A claim is written request for payment submitted to a third-party.
 

What was the average number of government claims a biller submitted for payment in a day?

If you answered “In-house” to the question What best described your billing function structure, then indicate the average number of government claims a biller submitted for payment in a day. A claim is written request for payment submitted to a third-party.
 

What was the average number of follow-up claims a biller submitted for payment in a day?

If you answered “In-house” to the question What best described your billing function structure, then indicate the average number of follow-up claims a biller submitted for payment in a day. A claim is written request for payment submitted to a third-party.
 

*What percentage of claims were denied on first submission?

Indicate the percent, in whole numbers, of claims that were denied on first submission. A claim is written request for payment submitted to a third-party.
 

*What was your average charge-posting lag time between date of service and claim drop date to payer?

If you answered “In-house” to the question What best described your billing function structure, then indicate the average charge-posting lag time between date of service and claim drop date to payer. Report the number of days between when a patient was seen and when the charge was posted for third-party payment. If the payment was posted immediately after seeing a patient, represent that by entering “0.” If the payment was posted within the same day, but hours later, represent that by entering in a decimal value (e.g. half a day later should be represented by entering “0.5”).
 

What pricing model was used with the billing service?

If you answered “Outsourced” to the question What best described your billing function structure, then indicate the pricing model that was used with your billing service.
Percentage-based: The billing service charged a percentage of collections.
Fee-based: The billing service charged a fixed dollar rate per claim.
Hybrid: The billing service charged on a percentage basis for certain carriers or balances and flat fee for others.
 

What percent of collections did the billing service charge?

If you answered “Percentage-based” to the question What pricing model was used with the billing service, then indicate the percent, in whole numbers, of collections the billing service charged.
 

What was the fee per claim the billing service charged?

If you answered “Fee-based” to the question What pricing model was used with the billing service, then indicate the fee per claim the billing service charged.
 

How soon did providers close a patient chart after an encounter?

Indicate the time frame (in hours) a provider had to complete patient charts after an encounter.
 

Who was responsible for coding the practice's patient encounters?

An encounter is an instance of direct provider to patient interaction, regardless of setting (including tele-visits and e-visits), between a patient and a healthcare provider who is vested with the primary responsibility of diagnosing, evaluating, and/or treating the patient's condition, where the provider exercises clinical judgment that may or may not be billable.
Providers: Providers were responsible for coding the practice’s patient encounters for billing submission.
Coders: Coders were responsible for coding the practice’s patient encounters for billing submission.
Other internal staff: Other internal staff, not providers or coders, were responsible for coding the practice’s patient encounters for billing submission.
External coding source: A third party company, not internal practice staff or providers, was responsible for coding the practice’s patient encounters for billing submission.
Computer/EHR system: Practice computer/EHR system coded the practice’s patient encounters for billing submission.
Other, please specify: If others were responsible for coding the practice’s patient encounters for billing submission, select “Other” and please specify in the text box who was responsible for coding the practice’s patient encounters.
 

What was the average number of patient encounters a coder processed in a day?

If you answered “Coders” to the question Who was responsible for coding the practice’s patient encounters, then indicate the average number of patient encounters a coder processed in a day.  An encounter is an instance of direct provider to patient interaction, regardless of setting (including tele-visits and e-visits), between a patient and a healthcare provider who is vested with the primary responsibility of diagnosing, evaluating, and/or treating the patient's condition, where the provider exercises clinical judgment that may or may not be billable.

 

Were patient encounters reviewed by coders prior to billing?

If you answered “Providers” to the question Who was responsible for coding the practice’s patient encounters, then indicate whether or not your patient encounters were reviewed by coders prior to billing.
 

*Did your practice have an annual budget?

Indicate “Yes” if your practice had an annual budget. If your practice did not have an annual budget, answer “No.”
 

*Did your practice have a capital budget?

If you answered “Yes” to the question Did your practice have an annual budget, then indicate whether or not your practice had a capital budget.
 

*Did your practice have an operations budget?

If you answered “Yes” to the question Did your practice have an annual budget, then indicate whether or not your practice had an operations budget.
 

*How often did you compare your year-to-date status relative to your budget?

If you answered “Yes” to the question Did your practice have an annual budget, then indicate how often you compared your year-to-date status relative to your budget.
More than once a month: Year-to-date status relative to your budget was reviewed at least twice each month on average.
Monthly: Year-to-date status relative to your budget was reviewed once a month on average. Quarterly: Year-to-date status relative to your budget was reviewed every three months on average. Twice a year: Year-to-date status relative to your budget was reviewed every six months on average. Annually: Year-to-date status relative to your budget was reviewed once a year on average.
Less than once a year: Year-to-date status relative to your budget was reviewed less than once a year on average.
Never: Year-to-date status relative to your budget was never reviewed.
 

*How often did you conduct financial analysis/ benchmarking with your budget?

If you answered “Yes” to the question Did your practice have an annual budget, then indicate how often you conducted financial analysis/benchmarking with your budget.
More than once a month: Financial analysis/benchmarking was conducted with your budget at least twice each month on average.
Monthly: Financial analysis/benchmarking was conducted with your budget once a month on average.
Quarterly: Financial analysis/benchmarking was conducted with your budget every three months on average.
Twice a year: Financial analysis/benchmarking was conducted with your budget every six months on average.
Annually: Financial analysis/benchmarking was conducted with your budget once a year on average.
Less than once a year: Financial analysis/benchmarking was conducted with your budget less than once a year on average.
Never: Financial analysis/benchmarking was never conducted with your budget.
 

Did you have a credit card on file program?

Indicate “Yes”  if your practice had a credit card on file (CCOF) program. If your practice did not have  a credit card on file program, answer “No.”
 

How may payer contracts did your organization have?

Indicate the number of payer contracts your organization had.
 

How often (in months) were your payer contracts evaluated to determine the need to renegotiate?

Indicate how often you evaluated your payer contracts to determine if they needed to be renegotiated. If contracts were evaluated each month, indicate by entering “1”. If contracts were evaluated once every year, please indicate by enter “12”, etc.
 

How many research projects did your practice participate in?

Indicate the number of research projects your practice participated in. If your practice did not participate in any research projects, please enter “0”.
 

How much revenue did your practice receive in research grants last year?

Indicate the amount of research grant revenue your practice received. If your practice did not receive any research grant revenue, please enter “0”.

HR MANAGEMENT

When was the last time your employee handbook was revised?

Within the last year: Your employee handbook was reviewed, revised and distributed to employees within your practice within the last year.
Within the last 2 years: Your employee handbook was reviewed, revised and distributed to employees within your practice within the last two years.
Within the last 3 years: Your employee handbook was reviewed, revised and distributed to employees within your practice within the last three years.
Within the last 4 years: Your employee handbook was reviewed, revised and distributed to employees within your practice within the last four years.
Within the last 5 years or longer: Your employee handbook was reviewed, revised and distributed  to employees within your practice within the last five years or longer.
Never: Your employee handbook never gets revised.
Do not have an employee handbook: Your practice does not have an employee handbook.
 

*Practice turnover: list the total number of positions, the number of people who left and the number of people hired for the following positions:

Business operations support staff: Indicate the total number of business operations support staff positions at your practice, the number of people who left those positions and the number of people hired for those positions during the reporting period. This includes staff who perform the business functions of the practice, including general administration, patient accounting, general accounting, managed care administration, information technology, housekeeping, maintenance, and security.
Front office support staff: Indicate the total number of front office support staff positions at your practice, the number of people who left those positions and the number of people hired for those positions during the reporting period. This includes staff who perform the front office duties of the practice, including medical reception, secretarial functions, transcription, medical records, and other administrative support.
Clinical support staff: Indicate the total number of clinical support staff positions at your practice,    the number of people who left those positions and the number of people hired for those positions during the reporting period. This includes staff who perform the clinical support duties of the practice including registered nurses (RNs), licensed practical nurses (LPNs), medical assistants, and nurse’s aides who assist clinical services.
Ancillary support staff: Indicate the total number of ancillary support staff positions at your practice, the number of people who left those positions and the number of people hired for those positions during the reporting period. This includes staff who perform support duties for the ancillary services provided by the practice, including clinical laboratory, radiology and imaging, and other medical support services.
Physicians: Indicate the total number of physician positions at your practice, the number of people who left those positions and the number of people hired for those positions during the
reporting period.
Advanced practice providers: Indicate the total number of advanced practice providers positions    at your practice, the number of people who left those positions and the number of people hired for those positions during the reporting period. This includes audiologists, certified registered nurse anesthetists (CRNAs), dieticians/nutritionists, midwives, nurse practitioners (NPs), occupational therapists, optometrists, physical therapists, physician assistants  (PAs),  psychologists,  and surgeon’s assistants.
 

Did you have an employee appreciation program?

Indicate “Yes” if your practice had an employee appreciation program. If your practice did not have an employee appreciation program, answer “No.”
 

*How often did you conduct employee satisfaction surveys?

More than once a month: Employee satisfaction surveys were conducted at least twice each month on average.
Monthly: Employee satisfaction surveys were conducted once a month on average.
Quarterly: Employee satisfaction surveys were conducted every three months on average.
Twice a year: Employee satisfaction surveys were conducted every six months on average.
Annually: Employee satisfaction surveys were conducted once a year on average.
Less than once a year: Employee satisfaction surveys were conducted less than once a year  on average.
Never: Employee satisfaction surveys were never conducted.
 

*How often did you conduct provider satisfaction surveys?

More than once a month: Provider satisfaction surveys were conducted at least twice each month on average.
Monthly: Provider satisfaction surveys were conducted once a month on average.
Quarterly: Provider satisfaction surveys were conducted every three months on average.
Twice a year: Provider satisfaction surveys were conducted every six months on average.
Annually: Provider satisfaction surveys were conducted once a year on average.
Less than once a year: Provider satisfaction surveys were conducted less than once a year  on average.
Never: Provider satisfaction surveys were never conducted.
 

What percent of health insurance premium cost did your practice pay for providers?

Indicate the percent, in whole numbers, of health insurance premium cost your practice paid for providers. This percentage amount should reflect the policy cost for the covered provider and not include any family coverage.

100%: The practice paid 100% of the health insurance premium cost for providers.
75-99%: The practice paid between 75% and 99% of the health insurance premium cost for providers.
50-74%: The practice paid between 50% and 74% of the health insurance premium cost for providers.
25-49%: The practice paid between 25% and 49% of the health insurance premium cost for providers.
1-24%: The practice paid between 1% and 24% of the health insurance premium cost for providers.
0%: The practice did not pay any of the health insurance premium cost for providers.
 

What percent of health insurance premium cost did your practice pay for staff?

Indicate the percent, in whole numbers, of health insurance premium cost your practice paid for   staff. This percentage amount should reflect the policy cost for the covered staff and not include any family coverage.

100%: The practice paid 100% of the health insurance premium cost for staff.
75-99%: The practice paid between 75% and 99% of the health insurance premium cost for staff.
50-74%: The practice paid between 50% and 74% of the health insurance premium cost for staff.
25-49%: The practice paid between 25% and 49% of the health insurance premium cost for staff.
1-24%: The practice paid between 1% and 24% of the health insurance premium cost for staff.
0%: The practice did not pay any of the health insurance premium cost for staff.

Telehealth

Did your practice offer extended hours for telehealth appointments?

Indicate “Yes”, if your practice offered extended hours for telehealth appointments. If your practice did not offer extended hours for telehealth appointments answer “No”.
 

What was the average scheduled appointment slot-time length (in minutes) for telehealth appointments?

New patient visits: Indicate the average amount of time in minutes that was scheduled for new patient visits.
Established patient visits: Indicate the average amount of time in minutes that was scheduled for established patient visits.
 

On average, what was your third next available appointment (in business days) for telehealth visits?

To calculate your third next available appointment for telehealth appointment, begin by counting the number of working days from the start of each day to the third open appointment. If the third next available appointment was the day you start on, reflect that by entering “0,” if it was the day after then indicate that by entering “1” and so forth.

Do not count days when the office is closed for business. However, days where the provider is unavailable due to vacation, administrative time, sick leave, etc. should be included in your count. If a certain number of appointment slots are reserved for same-day appointments, do not include those   in your count for third next available appointment.

New patient visits: Using the guidelines above to calculate third next available telehealth appointment, indicate the number in business days for new patient visits.
Established patient visits: Using the guidelines above to calculate third next available telehealth appointment, indicate the number in business days for established patient visits.
 

What was your practice’s cancellation rate percentage for telehealth appointments?

Indicate your practice’s average cancellation rate percent for telehealth appointments only, in whole numbers, where appointments were scheduled but patients or the provider/practice cancelled their scheduled appointment.
 

What was your practice’s no-show rate percentage for telehealth appointments?

Indicate your practice’s average no show rate percent for telehealth appointments only, in whole numbers, where appointments were scheduled but patients did not show up, or reschedule, their scheduled appointment.
 

For pre-scheduled telehealth appointments what was the average time in minutes patients spent on hold?

Indicate the average time in minutes that patients spent on hold waiting to speak with the provider for telehealth appointments specifically. Please provide in whole numbers.
 

For pre-scheduled telehealth appointments what was the average time in minutes patients spent on hold?

Indicate the average time in minutes that patients spent on hold waiting to speak with the provider for telehealth appointments specifically. Please provide in whole numbers.
 

What was your practice’s visit method for telehealth services? (Drop down options)

  • Video only – i.e. laptop with webcam, camera

  • Audio-only – i.e. via telephone

  • Both Video and Audio

  • Other  (please specify)
     

What type of telehealth visits did your practice offer? (Drop down options)

  • Synchronous, also referred to as “live video-conferencing”, is the delivery of health information in real-time. This allows for a live discussion with the patient and provider to deliver medical expertise.

  • Asynchronous, also referred to as “store-and-forward video-conferencing” occurs where a patient or provider collects medical history, images, and/or laboratory reports and then sends it to a provider, typically a specialist, for diagnostic and treatment expertise offline.

  • Both synchronous and asynchronous

  • Other (please specify)
     

Did your practice conduct patient satisfaction surveys for telehealth services?

Indicate “Yes” if your practice administers patient satisfaction surveys for telehealth services. If your practice did not administer patient satisfaction surveys for telehealth services, answer “No”.
 

What kind of equipment and/or software did your practice use for telehealth visits? (i.e. microphones, cameras, EHR systems) (open-ended)

Provide the types of equipment and/or software your practice used.
 

What were the biggest challenges in providing/ implementing telehealth services in your practice? (open-ended)

Describe the biggest challenges in providing/implementing telehealth services in your practice.

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