CTQ Service Portfolio
EdgeSurvey™
Monthly Performance Analysis Report
EdgeSurvey™
Reporting
Executive
Summary
Scores &
Comparisons
Trend
Analysis
Distribution
Analysis
CTI
Analysis
Comments &
Suggestions
Corporate
Benchmarking
CTQ distributes your Monthly EdgeSurvey™ Performance Analysis Report immediately following the end of the month. A copy of the report also sits on your client portal and is preserved indefinitely.
The Performance Analysis Report has 6 discrete sections. Excerpts from each section follow to illustrate CTQ's transformation of Patient Survey Response to Actionable Decision-Making data. Please keep in mind that all Patient Response Survey Detail is available 24/7 on your client portal.
Your EdgeSurvey™ Performance Analysis Report commences with an Executive Summary that provides a high-level scoring overview and change analysis. We immediately provide you with intuitive and actionable data, as illustrated by the inclusion of your Top 3 Advancers" & "Decliners" compared to the prior month. This brings potential areas of under-performance to your attention for risk mitigation, as well as achievement. The balance of the report facilitates other views of this data to help you determine if your KPI's are steadily increasing, decreasing or "smoothing".
The Executive Summary provides a concise snapshot of your overall score and all category scores. Each is compared with the prior month's scoring to illustrate change. Your key loyalty indicators encapsulate your patient's perception of your facility. These indicators are illustrated here as well.
EdgeSurvey™ Scores & Comparisons provides a thorough analysis of all KPI's. Most clients typically measure 25-30 Key Performance Indicators, but there is no limit to what you may include.
As Benchmarking is an Industry Accreditation Requirement, each KPI's monthly score is presented with several reference points. The KPI's national average provides immediate Benchmarking. Your score sits side-by-side against your peer census score and is given its ordinal rank for the month. Variations from the national average help put each score in perspective.
Each KPI score is Benchmarked with its prior month's score. Score increases of 2 or more points make the score presentation green. Conversely, a score decline of 2 or more points makes the score presentation red. This brings the reader's attention to focus on change that may warrant further investigation.
Multiple facilities grouped under one umbrella are referred to as a 'Corporation'. The EdgeSurvey™ Performance Analysis Report compares each facility's KPI's against all other facilities within the 'Corporation' - providing additional Benchmarking. Each facility receives an ordinal rank within the corporation, and each score sits beside the corporate average providing yet another point of reference.
The Report's Trend Analysis provides a wealth of information. The 6-month trend illustrates a 'time-significant' snapshot, providing you the opportunity to review a KPI over a significant interval of time. This allows you to rationalize several scenarios, with these being examples:
• Is the facility making progress where needed? If so, is the progress sustained?
• If there was a significant decrease from the prior month, is part of the decline attributed to an unusually high spike in the prior month's score? Does this make the delta more explainable, or is there a best practice or policy not being adhered to?
• 'Smoothing' occurs when you notice a relatively small range over a long period of time. Once 'smoothing' occurs it is incumbent to leverage the national average and other points of reference to determine if you have defined a "realistic" target for the KPI, or is there room to grow? One of the biggest mistakes in measuring is not having realistic and attainable goals that define excellence. Promoting "excellence" requires reasonable targets.
• Is the facility trend in either direction? If so, other components of the EdgeSurvey™ Performance Analysis may provide the rationale or root/cause. The latter can lead to timely operational redesign to mitigate risk and/or "failure points".
EdgeSurvey™ provides further intuitiveness with color coding. If the trend for two consecutive months is positive, the most recent 3 month (current quarter) scores are highlighted in Green to illuminate improvement. 2 consecutive months of decline provides a Red highlighted quarter to bring potential under-performance to leadership's attention.
The Distribution Analysis provides good insight and accentuates the rationale for an even-scaled Likert model. An odd-scaled Likert provides too many erroneous "Neutral" responses when "Not Applicable" is more appropriate. A score of 50 (on odd-scaled Likert's) decreases your score without cause. CTQ would prefer the respondent to choose "N/A".
The value of an even-scaled Likert becomes more apparent when rationalizing that it causes a person to either Agree or Disagree. To this end, the response is either on the good side of the Ledger (Satisfaction) or the bad side (Dissatisfaction). As your facility seeks loyal patients, scores on the left (Strongly Agree and Agree) infer satisfaction and loyalty. This places further perspective in your KPI score. If your KPI score decreased a point or two, but you are not seeing an increase in Dissatisfaction (entries on the right), you may have simply had a shift from "Strongly Agree" to "Agree" - however - both are stating Satisfaction.
A quick look at the Distribution Analysis lets your eyes focus on the right side of the ledger to determine if significant Dissatisfaction exists, and for what KPI. If there are high aggregates (or percentage) of Disagrees and Strongly Disagrees, it is time to look further into your Patient Comments to determine rationale or root/cause.
All CTQ clients have the opportunity to receive an "Alert" when negative responses are provided by your patients. You have the flexibility to determine which KPI's warrant "Alerts" (a sense of urgency). The Alert and availability to view your survey online allows you to act immediately, as opposed to "waiting for the report to arrive".
The EdgeSurvey™ CTI Analysis stands for Critical To Improvement. It is a six-sigma term that denotes the attention or priority to be allocated to competing tasks or measures. CTQ leverages advanced mathematical correlation models to provide yet another toolset. This is specifically geared to identify the correlation of approaching KPI improvement as they relate to your Key Loyalty Indicators.
If you wanted to improve your overall Key Loyalty Indicators, the CTI analysis provides the order of magnitude or prioritized approach for improving specific measures. While the correlation assessment is sound for 30 or more patient responses (statistical significance), we caution our clients to use a dose of common sense. The analysis helps identify if there are significant ordinal opportunities you may wish to consider prioritizing as they are indeed tied to Patient Loyalty.
The Comments and Suggestions section often provides the most value within the report. It's important to note that Electronic surveying bears a significant increase in the amount of comments provided and the detail.
The comments allow you to determine the veracity behind your KPI scores, score distribution and more. The respondents are provided the ability to infuse emotion in their comments as opposed to just "check the box". Our experience viewing the comments is the prevalence of the good and the bad. Your patients share how happy they were with care given from Mary, or how unhappy they were waiting an unanticipated 2 hours for their surgery. The beauty in either direction is that the extent and qualification of the satisfaction or dissatisfaction is often provided.
If your patients give low scores to "Wait Time" they will provide comments. You may find out how long they waited, that they were the first-start of the day, and that they had nothing to do while waiting. You always have complete view of their survey upon entry. With EdgeSurvey™ you have the opportunity to look at complete experience prior to contacting them. Were there other components of their visit that compounded the specific dissatisfaction, or was this an isolated incident?
All feedback is summarized per facility-defined 'categories'. Comments tied to each individual open-ended question are separated for clarity.
Corporations (multi-facilities) are provided with Corporate Benchmarking. Each KPI score is compared to the average of those in your corporation and ranked ordinally. This provides yet another perspective of "how your facility is doing".
A Corporation does not have to include all its entities into one "corporation". If you have levels of uniqueness/similarity that lends preference to creating two or more "groupings", you may. CTQ has Corporate clients that segment multiple populations given uniqueness. This allows you further flexibility in comparing facilities by whatever attributes are meaningful to you.
The Corporation leadership is also provided with a separate Corporate Report that compares all the Categories for all entities within the Corporation.
The Performance Analysis Report has 6 discrete sections. Excerpts from each section follow to illustrate CTQ's transformation of Patient Survey Response to Actionable Decision-Making data. Please keep in mind that all Patient Response Survey Detail is available 24/7 on your client portal.
Your EdgeSurvey™ Performance Analysis Report commences with an Executive Summary that provides a high-level scoring overview and change analysis. We immediately provide you with intuitive and actionable data, as illustrated by the inclusion of your Top 3 Advancers" & "Decliners" compared to the prior month. This brings potential areas of under-performance to your attention for risk mitigation, as well as achievement. The balance of the report facilitates other views of this data to help you determine if your KPI's are steadily increasing, decreasing or "smoothing".
The Executive Summary provides a concise snapshot of your overall score and all category scores. Each is compared with the prior month's scoring to illustrate change. Your key loyalty indicators encapsulate your patient's perception of your facility. These indicators are illustrated here as well.
EdgeSurvey™ Scores & Comparisons provides a thorough analysis of all KPI's. Most clients typically measure 25-30 Key Performance Indicators, but there is no limit to what you may include.
As Benchmarking is an Industry Accreditation Requirement, each KPI's monthly score is presented with several reference points. The KPI's national average provides immediate Benchmarking. Your score sits side-by-side against your peer census score and is given its ordinal rank for the month. Variations from the national average help put each score in perspective.
Each KPI score is Benchmarked with its prior month's score. Score increases of 2 or more points make the score presentation green. Conversely, a score decline of 2 or more points makes the score presentation red. This brings the reader's attention to focus on change that may warrant further investigation.
Multiple facilities grouped under one umbrella are referred to as a 'Corporation'. The EdgeSurvey™ Performance Analysis Report compares each facility's KPI's against all other facilities within the 'Corporation' - providing additional Benchmarking. Each facility receives an ordinal rank within the corporation, and each score sits beside the corporate average providing yet another point of reference.
The Report's Trend Analysis provides a wealth of information. The 6-month trend illustrates a 'time-significant' snapshot, providing you the opportunity to review a KPI over a significant interval of time. This allows you to rationalize several scenarios, with these being examples:
• Is the facility making progress where needed? If so, is the progress sustained?
• If there was a significant decrease from the prior month, is part of the decline attributed to an unusually high spike in the prior month's score? Does this make the delta more explainable, or is there a best practice or policy not being adhered to?
• 'Smoothing' occurs when you notice a relatively small range over a long period of time. Once 'smoothing' occurs it is incumbent to leverage the national average and other points of reference to determine if you have defined a "realistic" target for the KPI, or is there room to grow? One of the biggest mistakes in measuring is not having realistic and attainable goals that define excellence. Promoting "excellence" requires reasonable targets.
• Is the facility trend in either direction? If so, other components of the EdgeSurvey™ Performance Analysis may provide the rationale or root/cause. The latter can lead to timely operational redesign to mitigate risk and/or "failure points".
EdgeSurvey™ provides further intuitiveness with color coding. If the trend for two consecutive months is positive, the most recent 3 month (current quarter) scores are highlighted in Green to illuminate improvement. 2 consecutive months of decline provides a Red highlighted quarter to bring potential under-performance to leadership's attention.
The Distribution Analysis provides good insight and accentuates the rationale for an even-scaled Likert model. An odd-scaled Likert provides too many erroneous "Neutral" responses when "Not Applicable" is more appropriate. A score of 50 (on odd-scaled Likert's) decreases your score without cause. CTQ would prefer the respondent to choose "N/A".
The value of an even-scaled Likert becomes more apparent when rationalizing that it causes a person to either Agree or Disagree. To this end, the response is either on the good side of the Ledger (Satisfaction) or the bad side (Dissatisfaction). As your facility seeks loyal patients, scores on the left (Strongly Agree and Agree) infer satisfaction and loyalty. This places further perspective in your KPI score. If your KPI score decreased a point or two, but you are not seeing an increase in Dissatisfaction (entries on the right), you may have simply had a shift from "Strongly Agree" to "Agree" - however - both are stating Satisfaction.
A quick look at the Distribution Analysis lets your eyes focus on the right side of the ledger to determine if significant Dissatisfaction exists, and for what KPI. If there are high aggregates (or percentage) of Disagrees and Strongly Disagrees, it is time to look further into your Patient Comments to determine rationale or root/cause.
All CTQ clients have the opportunity to receive an "Alert" when negative responses are provided by your patients. You have the flexibility to determine which KPI's warrant "Alerts" (a sense of urgency). The Alert and availability to view your survey online allows you to act immediately, as opposed to "waiting for the report to arrive".
The EdgeSurvey™ CTI Analysis stands for Critical To Improvement. It is a six-sigma term that denotes the attention or priority to be allocated to competing tasks or measures. CTQ leverages advanced mathematical correlation models to provide yet another toolset. This is specifically geared to identify the correlation of approaching KPI improvement as they relate to your Key Loyalty Indicators.
If you wanted to improve your overall Key Loyalty Indicators, the CTI analysis provides the order of magnitude or prioritized approach for improving specific measures. While the correlation assessment is sound for 30 or more patient responses (statistical significance), we caution our clients to use a dose of common sense. The analysis helps identify if there are significant ordinal opportunities you may wish to consider prioritizing as they are indeed tied to Patient Loyalty.
The Comments and Suggestions section often provides the most value within the report. It's important to note that Electronic surveying bears a significant increase in the amount of comments provided and the detail.
The comments allow you to determine the veracity behind your KPI scores, score distribution and more. The respondents are provided the ability to infuse emotion in their comments as opposed to just "check the box". Our experience viewing the comments is the prevalence of the good and the bad. Your patients share how happy they were with care given from Mary, or how unhappy they were waiting an unanticipated 2 hours for their surgery. The beauty in either direction is that the extent and qualification of the satisfaction or dissatisfaction is often provided.
If your patients give low scores to "Wait Time" they will provide comments. You may find out how long they waited, that they were the first-start of the day, and that they had nothing to do while waiting. You always have complete view of their survey upon entry. With EdgeSurvey™ you have the opportunity to look at complete experience prior to contacting them. Were there other components of their visit that compounded the specific dissatisfaction, or was this an isolated incident?
All feedback is summarized per facility-defined 'categories'. Comments tied to each individual open-ended question are separated for clarity.
Corporations (multi-facilities) are provided with Corporate Benchmarking. Each KPI score is compared to the average of those in your corporation and ranked ordinally. This provides yet another perspective of "how your facility is doing".
A Corporation does not have to include all its entities into one "corporation". If you have levels of uniqueness/similarity that lends preference to creating two or more "groupings", you may. CTQ has Corporate clients that segment multiple populations given uniqueness. This allows you further flexibility in comparing facilities by whatever attributes are meaningful to you.
The Corporation leadership is also provided with a separate Corporate Report that compares all the Categories for all entities within the Corporation.