Morale, technology are keys to staff, patient retention for medical practices, MGMA Stat poll shows

In an effort to thwart costly and disruptive staff turnover, medical practices are prioritizing staff and patient retention efforts. That's according to the Medical Group Management Association's 2018 MGMA DataDive Practice Operations survey.

A key strategy being utilized is the implementation of formal employee appreciation programs, with 77 percent of practices surveyed saying they have one in place. They've proven to be highly effective, too, as practices with appreciation programs reported lower turnover rates across nearly every role in their practice. The biggest gains were in surgical practices, where a 12 percent lower median turnover rate was observed.

When it come to patients, practices are making technology a cornerstone of their retention efforts. First, 89 percent of primary care practices surveyed said they actively manage their online presence to bring in patients and, according to an MGMA STAT poll, 90 percent of practices offer patients an online portal to manage their health records, scheduling, billing, or other tasks. 

Reducing patient wait times can attract patients, and 62 percent of primary care practices said they take active steps to reduce patient wait times.

"For better or worse, we now live in a digital age where consumers expect convenience from every business they patronize. And medical practices are no different," said Pamela Ballou-Nelson, a registered nurse and MGMA Consulting Principal. "...Implementing technological solutions like patient portals are a win-win: patients receive the convenience they demand while practices save time and money by giving patients more control over their medical records, scheduling, and billing."

The 2018 operations survey was based on comparative data from more than 1,000 organizations that represent a variety of practice types nationwide, including physician- and hospital-owned as well as small and large practices.

Another byproduct of the digital age is the growing necessity of closely managing the image of your practice and the picture that available online information paints of it. A recent MGMA Stat poll revealed that 67 percent of respondents said their practice manages its online reputation, including review sites and social media. One-quarter said their practice does not, and the remaining 7 percent weren't sure.

MGMA also cited other research in arguing for the importance of online vigilance, including a A recent survey conducted by Binary Fountain that showed 75 percent of healthcare consumers said online ratings and reviews influence their decision of what physician or provider to choose for care.

"In this age of online information, transparency and an ever-increasing trend of consumerism in healthcare, patients make choices based on information, and the easiest information for them to find is just a Google search away. Managing your practice's online reputation is a critical component of your business plan."

MGMA Principal Consultant Kenneth T. Hertz  said there are useful steps practices can take to ensure the information that's out there serves your practice well. 

First, Google your practice's name using different variations of the name, then note your findings, including the sites your practice appears on and the information presented. Correct any inaccuracies. 

Practices should also google their physicians and other providers and note the findings. Also, it's important to monitor and document where your practice stands on rankings of various sites or entities over time. Audit these rankings regularly.

You can also search your specialty for "doctors near me" in your specialty and see where your practice and providers rank. It's also crucial to document bad reviews and comments, making sure to respond to them in professional manner, thanking the writer and offering to speak with them personally to discuss their issues and hopefully resolve them. 

You should also use these "bad reviews" as teachable moments for staff and strategize on how to prevent similar incidents.

Finally, if your practice has a presence on social media, make sure the content is regularly update. 

"Produce content that is relevant, carefully curated and helpful to your patients," said Hertz.

Twitter: @BethJSanborn
Email the writer: beth.sanborn@himssmedia.com