Chapter Scores for CBSC: FY18 Overall High Satisfaction*: 82% FY17 Overall High Satisfaction: 64% Favorable/Unfavorable FY17 to FY18: 18% *FY18 High Satisfaction calculated by summing the total of respondents scoring 4 stars and 5 stars on the HFMA Overall question found on page 2 of the attached report. New Chapter Member Survey and Report Format We have completely revised the chapter survey and report this year with the aim of transitioning to a more experienced based and simplified measure of member engagement. Member loyalty measured with net promoter score. Perception of chapter services measured with star ratings. Member interests reflected in top three topics selected. Barriers to attending chapter events indicated by members. Perceptions of the chapter by new members. Verbatim comments offer illustrations of member experience. All questions illustrated again from the standpoint of members from provider and payer settings (business partners excluded). Thank You! We deeply appreciate all the work that you do to provide value to our members and we strive to provide tools to assist you in this effort. Please contact chapter@hfma.org for questions regarding this report.
January 2018 Sample Size: 565 Responses Received: 68 Response Rate: 12% FY18 Net Promoter Score: 32 FY18 All Chapter Average Net Promoter Score: 50 The average American company scores far lower on NPS than our average chapter, while the highest rated companies scores range from 50 to 80. Many successful corporations have an NPS that is in the 50s or above. Superior performers such as Amazon.com had a score of 76 and Apple, Inc. had a score of 71. The median national membership experience scores at 51. Our top performing chapters (top quartile) scored over 63. FY18 Net Promoter Score Benchmarks: 10th 25th Median 29 43 51 63 72 Your FY18 Net Promoter Score is composed of: 75th Promoters Passives Detractors 46% 41% 14% 90th detailed NPS information on page 2 Online survey conducted by HFMA on behalf of the chapter. Sample is composed of regular chapter members not listed as chapter officers or directors that have been HFMA members since at least September 1, 2017. Survey Timeline: First email request with link to online survey sent on October 17, 2017. Second email with link to survey sent to non-respondents on October 23, 2017. Third request to complete survey sent to non-respondents on October 30, 2017. 1
Net Promoter Score: an indicator of customer loyalty Q1. On a scale from 1-10, how likely are you to recommend your chapter to a friend or colleague? Detractors Passives Promoters 0 1 2 3 4 5 6 7 8 9 10 Count 0 0 0 0 0 5 3 10 14 8 19 Percent 0% 0% 0% 0% 0% 8% 5% 17% 24% 14% 32% Overall All Chapters 14% 11% 41% 28% 46% 61% FY18 Net Promoter Score: 32 All Chapters FY18 Average Net Promoter Score: 50 Star ratings of various aspects of chapter services to members How many stars out of 5 would you give to your chapter on each of these aspects of service 1 Star 2 Stars 3 Stars 4 Stars 5 Stars All Chapters 5 Star Your Chapter Percent 5 Stars Producing quality educational programming Addressing the right issues and topics 0% 3% 22% 40% 35% 49% 0% 3% 19% 44% 33% 46% 35% 33% Locating events where I can access them 0% 8% 23% 26% 44% 50% 44% Keeping me up to date on state and regional issues 0% 5% 22% 35% 38% 51% 38% Providing connections to others in my field 0% 6% 24% 40% 30% 49% 30% Providing easy access to information 0% 6% 11% 35% 48% 48% 48% Chapter networking opportunities 0% 10% 17% 40% 33% 50% 33% HFMA chapter overall 0% 3% 15% 35% 47% 53% 47% 2
Top Topics: members asked to select their top three topics Percent of time selected Please select your top three preferred topics from the list All Chapters Indiana Pressler Memorial Your Chapter Managing bundled payments 8% 5% 5% Accounting and financial reporting issues related to emerging payment models 26% 19% 19% Improving front end revenue cycle processes 23% 24% 24% Changes in Medicare reimbursement policies 25% 24% 24% Compliance in Medicare regulations 16% 14% 14% Managing and measuring the total cost of care 25% 17% 17% Improving the patient financial experience 18% 11% 11% Negotiating contracts with value based payment mechanisms 14% 10% 10% Prevention and management of denials 18% 21% 21% Operationalizing structures and processes to reflect changing payment models 23% 25% 25% Financial data analytics and business intelligence 38% 32% 32% State legislative and regulatory update 27% 35% 35% State Medicaid program 19% 41% 41% Local payors and employers response to ongoing change in healthcare 20% 21% 21% Attending an educational event When was the last time that you attended a chapter event? Indiana Pressler Memorial Chapter Never Within the last 6 months 40% Within the past year 18% More than 2 years ago Within the last 6 months Within the past 2 years More than 2 years ago Never 7% 22% 12% Within the past 2 years Within the past year 3
Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? All Chapters Indiana Pressler Memorial Your Chapter Event content not relevent to my job or misses the mark 30% 38% 38% The audience present does not support meaningful networking 8% 16% 16% The locations are not accessible to me 22% 25% 25% The quality of events does not meet expectations 4% 5% 5% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 49% 36% 36% New Member* Perceptions Sample: 9 Percent of Respondents: 13% I received a personal welcome from my HFMA chapter All Chapters Indiana Pressler Memorial 8% 38% I understand how to become more engaged with my HFMA chapter 16% 25% 76% 38% 8% 50% 24% 13% 68% 38% Not Sure * Questions presented to members joining from June 1, 2015 through September 1, 2017 4
Please suggest how we can improve if you are unable to provide us with 5 star ratings. Time since last attended an educational event Zip Code first three digits Comment < 6 months 460 Chapter networking events are lacking. These can be more than just "fun" events. Networking should attempt to gather members for a common beneficial purpose. This could be accomplished by webinar, teleconference, face-to-face meetings, etc. I realize time is precious, but networking among peers is so valuable in this fluid healthcare environment. < 6 months 461 I prefer the events that are hosted have more education and less "vendor" time. When I take time away from the office I want to get the most education for that day. I would like to see some more education related to provider metrics, quality vs. quantity. Networking opportunities with other Hospitals would be good. I don't feel like the opportunity is great because it is not overly attended by Hospitals and there are so many "vendors" The calls, emails etc from vendors can be overwhelming when trying to get education and still trying to do your job. Thank you for offering the education opportunities that you provide! < 6 months 461 Need more provider participation but admittedly difficult to know how to do this. I'm not even sure that making events free to them would help much but this probably should be tried. I assume the chapter has been reaching out to providers and asking them exactly what might entice them to attend more events. < 6 months 462 Very Solid programing but not frequently exceptional. Hard to gain a 5. Typical chapter would be a 3. < 6 months 465 Since I reside in the South Bend area, it would be nice to hold events in this area as well in addition to the events that you typically hold in Indianapolis, Bloomington, etc. < 6 months 465 Maybe move the event to other cities other than Indianapolis so providers come and stay for evening activities. If they live close to Indy they go home for the evening which leaves mostly vendors for evening activities. Maybe think about having a one day meeting on Friday with a reception on Thursday evening so providers only need to miss one day of work. Have an event where you change up the vendor/provider exhibit area. Have providers manning the tables and allow vendors to come up to them. Might be fun and interesting as a networking event! Got to find new ways to get more provider decision makers at these meetings. Otherwise, its not worth the vendor investment. < 6 months 468 More events in the Northern part of the state < 6 months 469 Put on more informative sessions. Have events other than just Indianapolis! Keep website up to date! < 2 years 460 Sometimes the educational offerings are during the month end close cycle and I am unable to attend. < 2 years 462 HFMA Indiana chapter does not do enough to stay connected with members. I appreciate that newsletters, for example, are online, but how about pushing them to my email box every quarter. < 2 years 462 I have not been very active and it is difficult to assess. < 2 years 469 Have been unable to attend the past couple of years due to location and timing of events. Would love to see more events up north or outside of Indy. 5
Please suggest how we can improve if you are unable to provide us with 5 star ratings. Time since last attended an educational event Zip Code first three digits Comment > 2 years 463 It might be good to think of ways to encourage CEO participation. I have been a member of the chapter for over 40 years. Since retiring as CEO, I haven't attended events, but I would if there were components that related more to how financial managers can integrate most effectively with the executive management tea,m. I teach healthcare organization and leadership and healthcare strategic planning at the graduate level, and I detect strong interest in teaming of the executive team. > 2 years 472 Would be nice to see HFMA national topics represented locally (i.e. cost transformation, becoming profitable under Medicare reimbursement, etc) I do appreciate the local reimbursement topics but the national conferences are getting too expensive to attend when organizations are focused on cost containment > 2 years 474 I'm a life member of the chapter, LONG retired, and no longer physically able to attend meetings. I'm interested in HFMA and the chapter but am not active. > 2 years 477 It would be nice to have more educational sessions that are webinars. Travel is being reduced in our organization. Never 460 Never 462 Never 474 I am getting more information from the National website and emails than from the local chapter. Being new to HFMA, I am wanting to get more involved on a personal and business level but am not seeing a lot of local networking or educational opportunities. I would like to see more local meetings for this. I am new to the HFMA association and was not aware that the was my home chapter. Are there meetings that I can attend to network and learn more about the healthcare industry. I am a Financial manager at Tendercare Home Health Services and just trying to get a better feeling of the HFMA after being referred to it by a family friend in the Finance sector of Healthcare. This is the first I have heard of this chapter. I joined HFMA in the spring but no communication regarding local chapter and feel unable to rate. Never 476 Offer programs closer to Evansville 6
Please describe any other topics that you would like to see our HFMA chapter address this year. Time since last attended an educational event < 6 months 461 Zip Code first three digits Comment Provider metrics, quantity vs quality, as we continue to go down the road of quality reimbursement our providers need to be held accountable. Year end payroll changes/updates LTC/UPL accounting challenges/best practices < 6 months 461 < 6 months 462 Long term debt financing and implications of ever changing healthcare regulations on debt service capacity. < 6 months 462 Consequences and potential shortfalls/windfalls of Trump Care < 6 months 465 TeleHealth updates/pros and cons < 2 years 462 Very little on the list as it relates to strategic thinking. < 2 years 469 Lean, Six Sigma > 2 years 463 The role of the CFO and the financial management team in facilitating the transition from fee-for-service to value-based care. > 2 years 472 Financial data analytics and business intelligence and using that data to transform healthcare Managing bundled payments Creating employer strategies for the future 7
Please elaborate on the barriers that you selected above, what would make our chapter's events so compelling that you would have to attend? Please also offer any other comments you would like to offer our chapter. Time since last attended an educational event Zip Code first three digits Comment < 6 months 460 Cost and time away from work < 6 months 462 Employer does not pay the registration fees < 6 months 462 Time conflicts. I like the online education/webinar events. < 6 months 462 Not really a consistent barrier, but not all content options apply to me. One I referenced was out of state event with rich but not pertinent content for me. < 6 months 465 I can't always get away to Indy as it generally means at least an overnight trip and additional time way from the office. < 6 months 465 Last meeting was the TriState in Cincinnati. Poor provider attendance and was not worth the vendor cost to exhibit. There was no golf event at the beginning which is where you can network as well. I would suggest a new venue other than downtown Cincinnati. < 6 months 466 With budget cuts to travel, content of the meetings are very important. If we don't feel enough is focusing on our job, we will not attend. < 6 months 468 I am a Reimbursement professional. I like to have my people attend the Reimbursement-centric programs. < 1 year 462 The events are held on the same days each year which are already days that I have annual meetings scheduled for my work. < 1 year 471 I am in Southern IN and Indy is a long trip. < 1 year 472 I usually attend. Budget constraints Supervisor supports HFMA, but struggle with getting overall organization report. Budget constraints limit these types of activities. HFMA National puts on web-based conference. Is it possible for IN to do something similar, which would reduce the < 1 year 477 cost? I know you miss the networking aspect, but the education piece would be there. The speakers tend not to be deep in their knowledge or they don't give you something you can go back and put to work < 2 years 462 right away. < 2 years 462 I am a consultant in a specific area, not a hospital administrator to whom most event topics are addressed. < 2 years 469 Dates and location usually conflict with month end processes > 2 years 460 Work schedule not allowing time to attend Since I've been a retired CEO for 18 years, I've lost a lot of connectivity. I continue my membership because of my > 2 years 463 strong interest in the field, which has not abated. > 2 years 472 in addition to the barrier I listed above - I also have conflicts with workload at some of the programs dates/times provided 8
Please elaborate on the barriers that you selected above, what would make our chapter's events so compelling that you would have to attend? Please also offer any other comments you would like to offer our chapter. Time since last attended an educational event Zip Code first three digits Comment > 2 years 473 retirement!!! > 2 years 477 Again virtual events would be very helpful. Never 144 I am new to the organization, look forward to attending future events Never 460 I just joined HFMA in May, so am just getting involved. I am attending the training conference in Chicago in December. Never 462 I am new and was not aware of this group being "my group." Never 463 Instead of only discussing what the issues in healthcare are, provide promising solutions to these issues. Never 474 have never received any information regarding events 9
- Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 42 Provider/Payer percent of all Responses Received: 62% FY18 Net Promoter Score: 31 FY18 All Chapter Average Net Promoter Score: 50 FY18 Net Promoter Score Benchmarks: 10th 25th Median 75th 90th 29 40 53 66 73 Your FY18 Net Promoter Score is composed of: Promoters Passives Detractors 47% 36% 17% detailed NPS information on page 2 Online survey conducted by HFMA on behalf of the chapter. Sample is composed of regular chapter members not listed as chapter officers or directors that have been HFMA members since at least September 1, 2017. Survey Timeline: First email request with link to online survey sent on October 17, 2017. Second email with link to survey sent to non-respondents on October 23, 2017. Third request to complete survey sent to non-respondents on October 30, 2017. 10
- Provider/Payer Dataset Net Promoter Score: an indicator of customer loyalty Q1. On a scale from 1-10, how likely are you to recommend your chapter to a friend or colleague? Detractors Passives Promoters 0 1 2 3 4 5 6 7 8 9 10 Count 0 0 0 0 0 4 2 5 8 6 11 Percent 0% 0% 0% 0% 0% 11% 6% 14% 22% 17% 31% Overall P/P All Chapters 17% 11% 36% 28% 47% 61% FY18 Net Promoter Score: 31 P/P All Chapters FY18 Average Net Promoter Score: 50 Star ratings of various aspects of chapter services to members How many stars out of 5 would you give to your chapter on each of these aspects of service 1 Star 2 Stars 3 Stars 4 Stars 5 Stars P/P All Chapters 5 Star Your Chapter Percent 5 Stars Producing quality educational programming Addressing the right issues and topics 0% 5% 27% 32% 37% 48% 0% 5% 20% 41% 34% 46% 34% 37% Locating events where I can access them 0% 10% 22% 22% 46% 48% 46% Keeping me up to date on state and regional issues 0% 5% 27% 32% 37% 51% 37% Providing connections to others in my field 0% 7% 20% 41% 32% 49% 32% Providing easy access to information 0% 7% 7% 41% 44% 48% 44% Chapter networking opportunities 0% 7% 15% 44% 34% 50% 34% HFMA chapter overall 0% 5% 15% 29% 51% 53% 51% 11
- Provider/Payer Dataset Top Topics: members asked to select their top three topics Percent of time selected Please select your top three preferred topics from the list P/P All Chapters Indiana Pressler Memorial Your Chapter Managing bundled payments 8% 3% 3% Accounting and financial reporting issues related to emerging payment models 26% 18% 18% Improving front end revenue cycle processes 21% 23% 23% Changes in Medicare reimbursement policies 25% 25% 25% Compliance in Medicare regulations 15% 13% 13% Managing and measuring the total cost of care 27% 18% 18% Improving the patient financial experience 16% 5% 5% Negotiating contracts with value based payment mechanisms 15% 10% 10% Prevention and Management of Denials 19% 25% 25% Operationalizing structures and processes to reflect changing payment models 22% 28% 28% Financial data analytics and business intelligence 40% 38% 38% State legislative and regulatory update 25% 30% 30% State Medicaid program 20% 43% 43% Local payors and employers response to ongoing change in healthcare 19% 25% 25% Attending an educational event When was the last time that you attended a chapter event? Indiana Pressler Memorial Chapter Within the last 6 months 34% Never Within the last 6 months Within the past year 22% More than 2 years ago Within the past 2 years 7% More than 2 years ago 22% Never 15% Within the past 2 years Within the past year 12
- Provider/Payer Dataset Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? P/P All Chapters Indiana Pressler Memorial Your Chapter Event content not relevent to my job or misses the mark 32% 47% 47% The audience present does not support meaningful networking 4% 8% 8% The locations are not accessible to me 26% 33% 33% The quality of events does not meet expectations 4% 8% 8% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 46% 25% 25% New Member* Perceptions Sample: 6 Percent of Respondents: 9% I received a personal welcome from my HFMA chapter P/P All Chapters Indiana Pressler Memorial 7% 60% 15% 20% 78% 20% Disagr Not Sure ee I understand how to become more engaged with my HFMA chapter 7% 60% 23% 20% 69% 20% Not Sure * Questions presented to members joining from June 1, 2015 through September 1, 2017 13