Welcome to L.A. Care's Patient Satisfaction Tip of the Week!

With an industry-wide shift toward clinical excellence and value-based payment, patient satisfaction is more important than ever.  At L.A. Care, your patient satisfaction scores* partially determine your payout for VIIP (Value Initiative for IPA Performance). L.A. Care's Quality Improvement Department wants to help you increase patient satisfaction in your practice and maximize your financial payout. To assist you, we'll be emailing weekly tips on various topics, such as accessibility and appointments, customer service and staff morale.

Tip #1: Let patients know the estimated wait time What’s the most important factor in patient satisfaction? Answers and opinions vary, but one Advisory Board survey showed that consumers' number one priority for primary care (out of 56 choices!) was being seen within 30 minutes of arrival. Let patients know how long they can expect to wait and check in with them if you're running late. Some studies have shown that patients expect shorter wait times than what may be considered typical by providers.

Questions? Please contact L.A. Care's Quality Improvement Department at quality@lacare.org if you have any questions.

*scores are from Clinical and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) survey

L.A. Care Health Plan , a public entity serving Los Angeles County

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