How To Use Survey Results - My Innerview

1 Turn plan intoaction: improveprocessTurn knowledgeintoplan:apply new wisdomto processTurninformation intoknowledge:study currentprocessCollectdata:ensure validity,organizeTurn data intoinformation:benchmark, studyvariationEvaluateoutcomes:measureva riationMy Innerview sevidence-basedpath toquality 2011, My Innerview TO USESURVEY RESULTS800 601 38841245 Q Street Lincoln, NE 68508(800) 601-3884 Fax (402) 475-9061 601-3884 by 12/2011, My Innerview Inc. HOW TO USE Survey RESULTSThis CONFIDENTIAL report is entitled to protection of peer review privilege and similar privileges provided by law. Do not copy or distribute without written IT TELLS ME:The cover page lists the: Survey typeRespondent groupSurvey dateNumber of surveys distributed and returned (response rate)Peer groupWHAT IT MEANS: Surveys distributed (or Out ) and Surveys returned (or In ) for any given provider type are shown as actualnumber of surveys distributed and returned.

2 The responserate is calculated using these that it is possible to have more surveys returned in a given month than the number distributed in thatmonth. Example: If a Survey distributed during the onemonth is returned the subsequent month, it is counted inthe month it was received by My Innerview . For this reason, it is possible to have a Response rate greater than 100%. This situation would not exist whendoing surveys at a point in time, for example annual orsemi-annual snapshots of : If surveys are distributed BUT no surveys are returnedfor any month, BOTH numbers ( Surveys distributed or Out ) and ( Surveys returned or In ) will be blank. HOW TO USE IT: Survey activity data gives you a clear picture of the surveysdistributed and returned for a speci c entity on any givenmonth throughout the year for the Survey report date youhave chosen.

3 The Response rate is the number of surveyscompleted and returned in a given month calculated bydividing the total number of surveys returned by the totalnumber of surveys distributed for the Survey date(s) youhave chosen for your report. The higher the response rate,the more con dence you can have in what the data aretelling activity data is shown in all reports. A review of theresponse rate will provide a context for interpreting theresults of the Survey . When reviewing response rates, keep in mind the following: If 100 surveys are distributed and 50 are returned, the Response rate is 50% If four surveys are sent (as is sometimes the case withresident or former patient (discharge) surveys) and twoare returned, you STILL have a 50% Response rate.

4 13245 HOW TO USE Survey RESULTSThis CONFIDENTIAL report is entitled to protection of peer review privilege and similar privileges provided by law. Do not copy or distribute without written IT TELLS ME:The Snapshot report pulls information from four page viewsincluded in your full by item: Quadrant Analysis and Priority Action Agenda Results by item: Excellent, Good, Fair and Poor ranked by percent Excellent Lowest percent Excellent scores and highest percent Poor scoresComparison to peer group: Ranked by di erence: Average scoresResults by item: Demographic and background informationSpeci c explanations for these page views can be found in this IT MEANS:It is sometimes di cult to determine what the priorities arewhen reviewing satisfaction Survey Results .

5 While all of thedata included in your reports o ers you importantinformation, it might be helpful to consider the resultssummarized in this snapshot page when determining for improvement must consider the data from avariety of perspectives. This page view shows a compositeview of key charts that should be considered whenformulating action plans. HOW TO USE IT:The top FIVE items in Quadrant D comprise your PriorityAction Agenda ()and provide a focus for improvingwillingness to recommend. The snapshot titled ITEMS WITH GREATEST OPPORTUNITY TO IMPACTRECOMMENDATION ()is derived from the QuadrantAnalysis, which analyzes your Results by looking at the scoreson individual items and the strength of their correlation tothe willingness of a customer to recommend your facility toothers.

6 This analysis Results in the creation of a PriorityAction Agenda. This snapshot shows you those items thatare most important to customers and that you scored thelowest on. It is important to consider those items in youraction plan for , if you only consider those items you may misssome important opportunities in other areas. The snapshotalso shows you which items you received the 5 ITEMSWITH THE LOWEST PERCENT EXCELLENT SCORES ()and 5 ITEMS WITH THE HIGHEST PERCENT POOR SCORES ().One of the goals for improvement should always be to seean increase in the percent of respondents who score you as Excellent on individual items. In reviewing the lowestpercent Excellent snapshot, you are able to see whichitems may deserve your attention.

7 Conversely, the goalshould be to decrease the percent of poor responses onindividual items. In reviewing the highest percent Poor snapshot, you are able to see which items deserveyour you look across all of these snapshots you may noticepatterns emerging. For example, are there items that appearin more than one of the snapshot views? Are there items inthe Priority Action Agenda that have a high percent of Poor responses? When patterns are found across the snapshots, it may bebene cial to focus your attention rst on those patterns. It is important to understand that it is not necessary oradvisable to try to tackle everything at once. Instead, lookfor those issues that appear to provide your best opportunityto improve and focus your e orts on those you have evaluated your internal performance andidenti ed primary opportunities for improvement you maywant to consider those areas in which your performancefalls below that of your peers.

8 Look at the snapshot of 5 ITEMS WITH GREATEST DIFFERENCE IN AVERAGESCORE FROM PEER GROUP ().This information also maypoint you in a direction when determining your action planfor AND BACKGROUND INFORMATION ()begins to answer the question Who said so? Armed with this summary information, you can begin tounderstand a bit more about the respondents to the information can guide you to those that can o er youfurther insights into what the data are saying. 12/2011, My Innerview Inc. -123 Also applies to Percent Excellent and Percent Excellent and Good page viewsHOW TO USE Survey RESULTSThis CONFIDENTIAL report is entitled to protection of peer review privilege and similar privileges provided by law.

9 Do not copy or distribute without written IT TELLS ME:Global satisfaction is measured by the scores on responsesto the two global satisfaction items. Your report includesthree views of the data on the global satisfaction scores:Global satisfaction as measured by the percent of respondents who scored the item as Excellent Global satisfaction as measured by the percent of respondents who scored the item as either Excellent or Good (both scores combined)The average score on the responses to the two global satisfaction an example: Your score is the average score based on theresponses by your Survey respondents Peer group represents the data for the same itemfor all surveys in the selected peer group 90th percentile represents the average scoreachieved by the top 10 percent best performers in the same peer group Global satisfactionSummarySUM-GWHAT IT MEANS:Benchmarking your performance on these outcomes provideinsight into the satisfaction levels of your customers incomparison to those of other providers.

10 The 90th percentile shows you where the scores of thetop 10 percent of facilities TO USE IT:Global satisfaction scores should be looked at in a numberof di erent ways. It should be monitored monthly alongwith your Survey activity, but it is also important to compareyour global satisfaction scores with My Innerview s peergroup, as well as the best in class (or 90th percentile. ) 12/2011, My Innerview Inc. 1234 Also applies to Percent Excellent and Percent Excellent and Good page viewsHOW TO USE Survey RESULTSThis CONFIDENTIAL report is entitled to protection of peer review privilege and similar privileges provided by law. Do not copy or distribute without written satisfaction and domain summary scoresSummarySUM-G/DomWHAT IT TELLS ME:This page view plots your scores () for the current surveycycle and enables you to trend that score over the previoustwo Survey events ().