Special Notice / Hearing: None__
Vote Required: Majority
To: Honorable Board of Supervisors
From: Louise F. Rogers, Chief, San Mateo County Health
Chester J. Kunnappilly, MD, Chief Executive Officer, San Mateo Medical Center
Subject: Agreement with NRC Health to Provide Patient Experience Assessment Services
RECOMMENDATION:
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Adopt a resolution authorizing an agreement with NRC Health to provide patient experience assessment services for the term of April 1, 2024, through March 31, 2029, in an amount not to exceed $750,000.
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BACKGROUND:
Since 2007, San Mateo Medical Center (SMMC) has been using a third-party vendor to comply with the US Centers for Medicare and Medicaid Services' directive that hospitals and clinics administer satisfaction surveys to patients in order to evaluate the services they have received. In December 2023, SMMC completed a Request for Proposals for patient experience assessment services.
DISCUSSION:
SMMC is recommending entering into a new agreement with NRC Health due to their experience with industry partners. NRC is being utilized by about 10,000 health care locations, including county hospitals nationwide. This allows SMMC to have a sizable comparable benchmark in its satisfaction survey scores. NRC is a Centers for Medicare and Medicaid Services (CMS) approved vendor and offers additional options, such as, real time surveys to support SMMC in learning about patients experience. Data is continuously monitored and there is an assigned representative to support SMMC's digesting and learning from the survey data. NRC also offers trainings and improvement tools to increase scores and meet benchmarks set by NRC and/or SMMC. NRC utilizes the Flesh-Kincaid grade level scale to ensure surveys are at a reading level for SMMC patients. In addition, NRC offers a multi-mode approach, SMS Text, Email, phone, and mail for completing surveys.
County Attorney has reviewed and approved the resolution and agreement ...
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