SAN FRANCISCO--Physician practices are increasingly focusing on the patient experience and better access as patients face more options in how their care is delivered, according to a new survey by the Medical Group Management Association (MGMA).
The survey of 791 practices across the country was released at the MGMA annual conference in San Francisco Monday. It analyzed how day-do-day operations of medical practices have changed as patients have more choices for care, including shorter wait times, extended office hours, same-day appointment scheduling, financial management options and patient portals.
Practices are embracing a customer service attitude, said the MGMA’s President and CEO Halee Fischer-Wright, M.D.--a shift that evoked the title of a book chapter she is working on ‘the patient will see you now’.
Here are some of the survey results:
- 85 percent of practices conduct patient satisfaction surveys. Of those, 70 percent conduct surveys at least monthly if not more frequently.
- 61 percent of practices have taken action to improve patient wait times. Practices report median wait times of between 10 and 15 minutes.
- Few practices have extended hours on the weekends. Only 26 percent are open on Saturdays and 11 percent on Sundays.
- Almost 25 percent of practices do not create an annual budget.
- Patient use patient portals most to access test results. Patient communicate via patient portals more often with their primary care practices compared with other specialties.