New Survey Shows Central Ohio Primary Care Physician Satisfaction Rivals Consumer Loyalty to Beloved Corporate Brands
Columbus, OH, October 10, 2018— At a time when substantial numbers of primary care physicians are disgruntled about their work environment, and physician burnout reaches an all-time high, a recent survey of the physicians at Central Ohio Primary Care (COPC) showed they are more satisfied and loyal than customers of some of the nation’s most beloved corporations.
The survey showed COPC’s Net Promoter Score* of 85 is higher than Apple and Southwest Airlines. In fact, the only constituents who appear to be more loyal than COPC physicians are the owners of a Tesla automobile.
But for most primary care physicians the picture isn’t so rosy. An editorial published in the Journal of General Internal Medicine reported burnout rates ranging from 30 to 65 percent across physician specialties, with the highest rates for those in emergency medicine and primary care. And a survey of 950 primary care physicians conducted by MDVIP, a national network of primary care physicians who focus on patient-centered medicine, revealed 83 percent of doctors are spread so thin they don’t have time with their patients.
COPC’s journey to creating happier physicians started with a culture shifting from fee-for-service to value-based care, a model used in every aspect of their practice. To add to this initiative, the physician group executed a plan focusing on the “quadruple aim”: quality of care, physician satisfaction, patient experience, and efficiency of care.
“Every physician wants to work in an environment where his or her time and input valued” commented David Neiger, COPC primary care physician. “COPC provides that and more. Physicians have a say in the direction of the practice. In fact, 80 percent of them are financially rewarded as shareholders. COPC also offers a delivery system specifically built for seniors through partnerships with local Medicare Advantage plans. These value-based care programs allow me to spend more quality time with my patients.”
COPC management, including hands-on CEO Dr. Bill Wulf, points to the other reasons why his group’s physicians are happier at work:
- Physicians have always been involved in COPC’s decision-making process. One physician representative from each of the 67 offices attends a monthly advisory committee meeting.
- COPC physicians are less stressed because their overall compensation is increasingly tied to the quality of care scores instead of the number of patients they manage. Furthermore, COPC patients adhere to recommended preventive care screenings and immunizations at industry-leading rates.
- They are also taking advantage of ancillary staff, such as nurse practitioners, to provide important preventive care to patients.
- COPC has also entered into a long-term partnership with agilon health, a consultant that assists with the growth and development of a purpose-built care delivery program for Medicare Advantage patients.
“The promise of value-based care is reflected in the satisfaction of COPC physicians because it offers them increased time at the bedside and reduces the burden of paperwork,” admits Dr. Amy Nguyen Howell, chief medical officer at America’s Physician Groups, the nation’s leading association representing physician organizations that practice capitated, coordinated care. “By embracing this model, COPC has invested not only in its physicians but also in the patients and communities they serve.”
And happy doctors go hand in hand with happy patients. A recent survey of COPC patients’ who underwent an annual wellness visit confirms their satisfaction.
Vicki Spencer has been getting regular exams from Dr. Henry Sleesman, a COPC internist at Riverside Medical Group, for more than 30 years. “He is not only an excellent physician but also a wonderful man who cares about and spends quality time with his patients,” she admits. “He remembers everything about my family and I can talk to him about anything. After my yearly health exam, he makes a personal call to tell me the results of my blood tests. He always goes the extra mile.”
COPC has also been widely recognized for its commitment to quality and efficiency of care. The physician group created an award-winning program that has significantly reduced the number of patients utilizing emergency care. Their patients have also benefited from a reduction in skilled nursing facility (SNF) utilization, as COPC hospitalists have effectively discharged more patients directly to their homes. These results clearly demonstrate that COPC is keeping quality patient care at the forefront of their initiatives.
*Net Promoter Score (NPS) is a management tool that can be used to gauge the loyalty of a firm’s customer relationships and is also used to gauge employee satisfaction. NPS has been widely adopted with more than two-thirds of Fortune 1000 companies using the metric.
About Central Ohio Primary Care (COPC)
Central Ohio Primary Care (COPC) is the largest physician-owned primary care medical group in the United States. COPC was established in 1996 when a group of 33 physicians chose to focus more on the quality of patient care they were providing and less on the administrative paperwork. Today, they have over 375 providers and 67 practice locations throughout central Ohio, along with a full-service laboratory, radiology, cardiac testing, physical therapy and hospitalist services, and several first-rate disease management programs.
About agilon health
agilon health of Long Beach, California, a company founded in 2016 by world-class health care leaders, is helping U.S. physicians manage the leap from fee for service to value-based health care. Recognizing the increasing pressure on physicians caused by the existing healthcare system, agilon health has created a complete operating platform for value-based healthcare that brings people, process and proprietary technology together in partnership with physicians to take responsibility for total healthcare spend. The company has now expanded its operations to leading positions in six U.S. markets.