QMG goes GREEN in Access to Care

Quin­cy Med­ical Group is com­mit­ted to pro­vid­ing a pos­i­tive expe­ri­ence for our patients. In recent months, QMG has made tremen­dous strides to improve access to patients, and these efforts have been noticed. For the first time since begin­ning to sur­vey patients, we have gone ​“green”, the high­est rat­ing, in the domain of Access to Care.

With a score of 88.4% in this cat­e­go­ry, this places QMG at the 96^th per­centile of approx­i­mate­ly 1,100 oth­er facil­i­ties and over 200,000 oth­er providers nation­wide. As recent­ly as Sep­tem­ber of 2016, QMG scored in the 50^th per­centile or below in the area of Access to Care.

Feed­back gath­ered in this cat­e­go­ry cap­tures the patients’ feed­back as it relates to the time it took to get an appoint­ment, time­li­ness of return calls, and the length of wait time dur­ing appoint­ments. This domain is broad and plays a large part in the patient’s experience.

This dra­mat­ic change in scores would not be pos­si­ble with­out the efforts and deter­mi­na­tion of so many through­out the orga­ni­za­tion. ​“I’m so proud of the work we’ve done to con­tin­u­al­ly improve patient access to the high-qual­i­ty ser­vices we pro­vide,” said Maria Berhorst, QMG CCO. I’ve seen providers take charge, clin­i­cal staff step up to the plate, and sup­port staff offer their help in every way they are able. It has tak­en a true team effort to get to this point, and I hope we all take a moment to cel­e­brate our accomplishment.”

QMG’s patient expe­ri­ence jour­ney has seen many suc­cess­es recently.

• Over the last six months, QMG has cel­e­brat­ed sev­en providers and their offices who have gone green in all sev­en domains of ser­vice –Rec­om­mend this Provider, Access to Care, Provider Rat­ing, Provider Com­mu­ni­ca­tion Qual­i­ty, Nurs­ing, Cus­tomer Ser­vice, and Care Coordination.
• The Cus­tomer Ser­vice domain score has increased 2% since this time last year. This domain is focused on the inter­ac­tion of the recep­tion staff with patients.
• Our Nurs­ing score is a mere 0.4% from ​“green.”

Quin­cy Med­ical Group’s goal is to go ​“green” or be in the 95^th per­centile in the nation when it comes to Patient Expe­ri­ence domains. QMG will con­tin­ue to work to improve our ser­vices to meet the needs of our patients in the region.