How to Succeed Under MACRA The changing face of patient satisfaction. September 2017 PRESENTED BY: THOMAS P. JEFFREY, PRESIDENT

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1 How to Succeed Under MACRA The changing face of patient satisfaction September 2017 PRESENTED BY: THOMAS P. JEFFREY, PRESIDENT

2 Slide 1 How to Succeed Under MACRA The changing face of patient satisfaction September 2017 PRESENTED BY: THOMAS P. JEFFREY, PRESIDENT Slide 2 Agenda MACRA Patient Experience under MACRA Key Drivers of ENT Patient Engagement Tips/Best Practices Q & A Slide 3 Medicare Reporting Prior to MACRA

Slide 4 Medicare Access & CHIP Reauthorization Act of 2015 (MACRA) Ending the Sustainable Growth Rate (SGR) formula for determining Medicare payments for health care providers services.

3 Slide 4 Medicare Access & CHIP Reauthorization Act of 2015 (MACRA) Ending the Sustainable Growth Rate (SGR) formula for determining Medicare payments for health care providers services. Making a new framework for rewarding health care providers for giving better care not more just more care. Combining existing quality reporting programs into one new system. Slide 5 Quality Payment Program The Merit-based Incentive Payment System (MIPS) or Advanced Alternative Payment Models (APMs) Slide 6 APMs for ENT Practices Accountable Care Organizations

patients per year o You must be a: o Individual or Group Reporting o Most ENT

4 Slide 7 MIPS for ENT Practices Who s Eligible to Participate in the MIPS program o Bill a minimum of $30,000 to Medicare o Provide Care to more than 100 Medicare patients per year o You must be a: o Individual or Group Reporting o Most ENT Practices will be participating in MIPS Slide 8 MIPS calendar of Events Slide 9 MIPS Levels of Participation

5 Slide 10 MIPS How It Will Impact Your Bottom Line Slide 11 MIPS What s Being Measured Slide 12 How does it break down?

6 Slide 13 Where does the Patient Experience come in? CAHPS for MIPS Groups of two o more providers are eligible The CAHPS for MIPS survey counts as one cross-sectional measure Mirrors the CAHPS for PQRS Survey Must use a CMS approved vendor Voluntary (not mandated) Slide 14 What s being measured? 12 Reported Measures Getting timely Care, Appointments, and Information How well provider communicates Patient Rating of the Provider Access to Specialists Health Promotion & Education Shared Decision Making Health Status/Functional Status Courteous and Helpful Office Staff Care Coordination Between Visit Communication Helping take Medications as directed Stewardship of Patient Resources Slide 15 The changing face of Patient Satisfaction Happy Patients Patient Loyalty Engaged Patient

Slide 16 Factors Impacting Patient Engagement Slide 17 Survey Items Most Predictive of Key Outcomes for ENT Practices Our Practice Helpfulness of receptionist/office staff Overall comfort Including

questions Cleanliness Phone calls answered promptly Would Recommend Taking time to answer your questions Including you in decision-making Overall comfort Helpfulness of receptionist/office staff

7 Slide 16 Factors Impacting Patient Engagement Slide 17 Survey Items Most Predictive of Key Outcomes for ENT Practices Our Practice Helpfulness of receptionist/office staff Overall comfort Including you in decision-making Taking time to answer your questions Cleanliness Quality of Medical Care Including you in decision-making Helpfulness of receptionist/office staff Taking time to answer your questions Cleanliness Phone calls answered promptly Would Recommend Taking time to answer your questions Including you in decision-making Overall comfort Helpfulness of receptionist/office staff Getting care for illness/injury as soon as needed Slide 18 Key Drivers for ENT Patients 1 Physician Communication 2 Helpfulness of receptionist/office staff 3 Overall comfort 4 Cleanliness 5 Between visit communication 6 Access

8 Slide 19 What s the reason behind every complaint? Unmet Expectations Slide 20 Keys for Building a Great Team Direct, Consistent Communication Communicate clearly your expectations Service protocols Recognize Outstanding Performance Be a Good Role Model Slide 21 Example is not the main thing in influencing others. It's the only thing. - Albert Schweitzer, MD

Slide 22 Improving the Patient Experience Tips & Best Practices Manage up Slide 23 Improving the Patient Experience Tips & Best Practices Manage up Patient Education Triage in Scheduling

9 Slide 22 Improving the Patient Experience Tips & Best Practices Manage up Slide 23 Improving the Patient Experience Tips & Best Practices Manage up Patient Education Triage in Scheduling After-Hours/Between Visit Communication Wait Times Slide 24 Improving the Patient Experience Tips & Best Practices Manage up Patient Education Triage in Scheduling After-Hours Communication Wait Times setting proper expectations

Patients Quickly Smile Name Tags The Acknowledgement Rule Slide 26 Improving the Patient

10 Slide 25 Improving the Patient Experience Tips & Best Practices Manage up Patient Education Triage in Scheduling After-Hours Communication Wait Times Call backs Service Protocols Greet Patients Quickly Smile Name Tags The Acknowledgement Rule Slide 26 Improving the Patient Experience Tips & Best Practices What works with Cleanliness? Monthly rotation Slide 27 Questions

11 Slide 28 Thomas P. Jeffrey Phone:

Here is what we know. Here is what you can do. Here is what we are doing.

Here is what we know. Here is what you can do. Here is what we are doing. With the repeal of the sustainable growth rate (SGR) behind us, we are moving into a new era of Medicare physician payment under the Medicare Access and CHIP Reauthorization Act (MACRA). Introducing the