Annual referring provider survey shows 90% satisfaction, areas for improvement

04/20/22 05:50:pm

More than 600 referring providers from 25 states recently took the opportunity to complete an annual survey evaluating their satisfaction with Rogers.

Overall, 90% of respondents said they are likely or very likely to refer or recommend Rogers for specialty behavioral health treatment. While this is down from 94% in last year’s survey, it does meet our System goal of 90% continuing to refer and/or recommend Rogers.

“Rogers is fortunate to have a strong base of support from referral sources, and we value their trust in our programs,” says Michelle Kalz, vice president, Outreach and Admissions. “We will continue to work hard to make improvements and build on these relationships.”

The top reasons why respondents said they refer to Rogers include colleague or professional contact, evidence-based treatment, and relationships with Rogers outreach representatives.

Suggestions for areas of improvement

According to survey results, Rogers’ biggest opportunities to improve relationships and satisfaction are on:

Referral and admissions processes (19% dissatisfied or highly dissatisfied)
Communication with clinical teams during treatment (17% dissatisfied or highly dissatisfied) and regarding discharge (21% dissatisfied or highly dissatisfied)

“Our Outreach team is working hard to reach out to everyone to thank them for taking the time to share their feedback and to follow up with any questions or concerns,” Michelle says.

Additionally, Rogers recently announced that we are bringing together Patient Access and Admissions to create one department, which will better service patients across our full continuum of care.

Teams that previously operated separately in support of Southeast Wisconsin and Outpatient Services will now move from a location-based model to an integrated department, allowing for quicker access to care.

“We are working to make the process more efficient, simplified, and patient-focused,” Michelle says.

To move forward with this initiative, Michelle, other Admissions leaders, executive leadership, and representatives from a variety of disciplines across the System are participating in an Intake and Transitions Value Stream Analysis that began this month.

Valuable feedback: Both positive and constructive

Rogers received 183 comments to an open-ended question asking for ways that Rogers can better meet the needs of referents or patients. Here is a sampling of what they said:

“I continue to be very confident that my clients are in good hands when I refer to Rogers. One thing that would be valuable is, if in the beginning of treatment or at some point within the first few weeks, I could have a contact number so I can maintain collaborative contact should the need arise. Rogers is very good at reaching out to me close to discharge, though at times there may be something of value for me to communicate that would help inform regarding my client and perhaps even contribute toward guiding treatment.”

“My experiences have always been positive and helpful. Any staff, from intake to providers to outreach, have been friendly, patient, and collaborative, which is greatly appreciated.”

“I refer families to your site but haven’t had any response of whether they followed-up.”

“Thank you for your webinars. They were fantastic!”

“As a school counselor, I rely heavily on discharge feedback to allow our school team to create a supportive plan for our students as they return to school from treatment. We receive surface- level information from your discharge plan and often your plan is made without any understanding of the school’s level of supports. We would like to come together as a team, either us joining the discharge meeting at Rogers or the education liaison joining us for the return-to-school transition meeting. We have to do better to support students who return to school more stressed after missed time.”

“They continue to give great care to patients. I am always happy to refer if I get the opportunity.”