In November 2007, HHC Connectx mailed questionnaires to community
providers (PCPs, specialists, community health centers, office managers) who
were identified as the top referrers into HHC. The overall response rate of 9%.
The survey included 14 questions, which covered issues related to timely access
& communications, consult reports, and training
generally reported positive feedback from their patients regarding their
experiences at HHC facilities; however,
a sizeable minority (~20%) of patients expressed concern to their physicians
over the lack of communication from hospital physicians regarding their
treatment plan and follow-up.
the majority of respondents indicated that they are satisfied with HHC's consult
most common complaint among those who are not was that the consult reports are not returned at all or
not in a timely manner. Respondents were generally satisfied with the overall
access to HHC facilities.
addition, approximately 68% of community-based physicians surveyed recognized
HHC’s effective notification regarding no-shows as well as facilitation in
admitting referred patients.
community-based Primary Care Physicians & Specialists who responded to the
survey feel that our Referral Staff is both knowledgeable and
of our community-based physicians (~75% of respondents) were unaware of the
training/CME opportunities available at our facilities. However, of those who
did attend our training sessions or participated in our sponsored-CMEs, 94% of
them agreed that the sessions were valuable.
Our survey findings reveal new opportunities for HHC to enhance
its service offerings and communications with community physicians,
- Further streamline referral management process and train
Referral Staff to ensure needs of referring community physician are
- Assess and improve support processes for consult report
completion and return to ensure timely and accurate completion (Implementation
of HHCAdvantage will facilitate return of consult report to referring
- Examine current communication process between hospital physician
and patient to ensure that treatment plan information and follow-up is
communicated clearly to patients prior to discharge from an HHC
- Increase our marketing efforts for the HHC Connectx program as a
whole but particularly surrounding CMEs and training sessions that are open to
community physicians, in order to expand our network while maintaining high
satisfaction levels among our physicians and
As HHC Connectx begins to
rollout HHCAdvantage it is imperative that we continue to receive feed back
from the physicians in the community in order to best serve all patients.