September 13, 2023
Dear USCIPP Members:
As we enter fall, there are a number of upcoming educational events for USCIPP members. The NCHL All-Member Conference will be in Chicago from November 13-15. Please click here to register by September 15.
Two webinars were also recently announced – see the “New Announcements” below for more details.
National Center for Healthcare Leadership
USCIPP is hosting a benchmarking session at the NCHL All-Member Conference to review results from the 2021-2022 benchmarking survey and discuss year-over-year trends. The session is only open to members who have submitted benchmarking data for the 2021-2022 year.
Please contact the USCIPP team to submit outstanding data and/or confirm your organization’s submission status.
Below is this month’s NEW round of listserv questions. Responses are due by September 15.
All USCIPP members are welcome to participate in the monthly USCIPP listserv questions activity. This activity allows members to anonymously ask questions to peers and receive blinded responses. The USCIPP team puts together a report based on the submissions to the questions and releases it to members in our Listserv Archive.
Please click here to submit a question to be asked in the next round of listserv questions.
We are pleased to release a long-form market analysis for Australia. Individuals whose organizations participate at the Premium/Premium Plus or Organizational Affiliate level of membership may access it by navigating to the USCIPP Premium & Organizational Affiliate Member Resources (Research and International Market Analysis Work Products) workspace.
In the workspace on the portal, scroll down and navigate to “Australia Market Report” and click on the link to open the report.
As a reminder, the USCIPP team recently released a market report for Indonesia as well.
USCIPP is excited to be working with Chicago USCIPP-member hospitals to offer a group tour to USCIPP members as an optional and free add-on networking activity. This activity is being offered to USCIPP members only.
Members will have the option to select one campus to tour. The tours will take place from 1:00 – 2:00 PM CT on Wednesday, November 15. There are 5 different campuses to choose from that are within the Chicago city area limits. This is a great networking activity if you will be staying in Chicago for the evening or catching a late flight.
It is the responsibility of each individual to secure their transportation to/from their tour.
Click here for additional information about each campus:
Attendees who register for the All-Member Conference may add a ticket for the tour and may select the campus they would like to tour. A confirmation of your tour, along with additional logistical information (meeting location, directions, etc.) will be shared closer to the conference date.
If you have any questions, please reach out to email@example.com.
Space is limited!
The USCIPP team at NCHL was recently invited to participate in an upcoming webinar that will be of interest to USCIPP members.
Attendees can expect to learn about
Countries and regions across the world each regulate the practice of medicine within their borders differently. Hospitals that understand how to navigate compliance of the patient’s home country can expand their global footprint, helping more patients gain access to the medical expertise they need. Organizations like NCHL (via its USCIPP program), Hogan Lovells, and Purview stay on top of these trends. Hear from the panelists regarding what you should be thinking about when it comes to international licensure to facilitate international second opinions.
Jarrett Fowler, Senior Director, Strategic and International Initiatives, NCHL
William (Bill) Ferreira, Partner, Hogan Lovells
Les Trachtman, CEO, Purview
Brought to you in partnership with Emeritus Healthcare
As a follow-up to the previous International Operations call in June, we are sharing some information about USCIPP’s international patient experience initiative.
Launched in 2019, the USCIPP International Patient Experience Initiative is the first standardized survey of international patients’ perspectives on hospital care. TheUSCIPP International Patient Survey is a survey instrument and data collection methodology for measuring patients’ perceptions of their hospital experience. While many hospitals have collected information on patient satisfaction for their own internal use, until the International Patient Experience Survey, there was no standard for collecting and reporting information about patient experience of care that allowed valid comparisons to be made across hospitals with international programs.
The USCIPP International Patient Experience Survey asks discharged patients 32 questions about their recent hospital stay. The survey contains 24 core questions about critical aspects of international patients’ hospital experiences (communication with care team, responsiveness of international program staff, financial services, overall satisfaction, and recommendation of hospital).
The survey is administered to adult and pediatric patients across medical conditions 48 hours and six weeks after the end of the patient journey. Hospitals may useREDCap, Qualtrics, or another approved electronics survey platform. The survey is administered via email by most programs, although some programs have operationalized sending the survey via WhatsApp. The survey is available in English, Spanish, Arabic, Chinese, and Portuguese. Participating hospitals use the custom-built USCIPP Qlik Sense dashboard to monitor individual results. The dashboard also allows them to compare their results with aggregated data from their peer institutions.
Annual participation in the initiative is $3,000. The participation fee includes a template of the survey instrument in 5 languages that can be uploaded in REDCap, support with onboarding, ongoing monthly data uploads, in addition to hosting monthly check-in meetings. USCIPP also prepares an annual benchmarking report, and is responsible for dashboard maintenance, periodic survey instrument updates, and translation.
Click here for a preview of last year’s report (only participants have access to the full report).
To understand how hospitals have used the international patient survey to improve operations at their program, we encourage you to watch a recording of last month’s international operations call by clicking here.
If you have any questions or would like more information on how to get started, please reach out to the USCIPP team at firstname.lastname@example.org.
We are excited to announce our newest (return) member, Duke University Health System (Duke Health), who rejoined USCIPP at the Standard Member level. Duke Health is in North Carolina and is a world-class hospital and healthcare network, serving both adult and pediatric patients. The primary contact for USCIPP at Duke Health is Rodney Williams, Associate Vice President, Patient Revenue, who can be reached at email@example.com. Please join us in welcoming Duke Health as a returning member of the USCIPP community!
USCIPP is running a trial membership and is excited to announce that Hackensack Meridian Health and the University of Utah Medical Group have accepted our invitation to the trial membership and will have access to limited membership benefits until October 31. The primary contact at Hackensack Meridian Health is Kimberly Caesar, Director, Global Health, who can be reached at firstname.lastname@example.org. The primary contact at University of Utah Medical Group is Brennan Loyola, Associate Director, Destination Care, who can be reached at email@example.com. Brennan Loyola and her team will be attending the conference this fall.
The next topic will be Working with Human Resources to Understand International Program Staffing Needs. Register by clicking here.
To register for the USCIPP Embassy Relations monthly call series, please click here.
Click here for more information and to register.
The USCIPP Pulse is a new section members can go to for updates from the USCIPP Advisory Council and Subcommittees and other ad-hoc, member-wide initiatives and calls. USCIPP will share highlights from recent meetings so members can know more about the work these groups are doing.
International Operations Monthly Call Series
Last month’s International Operations call topic was on “Concierge/Guest Services for International Patients.”
See the list below to access recordings of International Operations Calls hosted in previous months:
• February: International Dashboards/Scorecards (Boston Children’s & Ochsner Health)
• March: International Intake Processes (Northwestern Medicine & MD Anderson Cancer Center)
• April: International Program Structures/Staffing Models (Texas Children’s Hospital & Henry Ford Health)
• May: International Patient Discharge Planning (Cincinnati Children’s Hospital Medical Center & Mayo Clinic)
• June: Improving International Operations through International Patient Surveys (Cleveland Clinic, Houston Methodist, UCLA Health & Children’s National Hospital)
• July: International Self-Pay Finance Operations (Cedars-Sinai & Mayo Clinic)
• August: Concierge/Guest Services for International Patients (UPMC & Shriners Hospital for Children)
• September: TBA
• October: TBA
Advisory Council and Subcommittee Calls
• The USCIPP Advisory Council met on August 11 and discussed several initiatives that the USCIPP team is working on, including results for the international patient coordinator certification survey. The next meeting will occur during the All-Member Conference in November.
• The next USCIPP Benchmarking & Research subcommittee met on August 4. The discussion included the status of the benchmarking survey results, next steps for the international collaborations research in conjunction with UChicago researchers, an update of upcoming market reports, and plans to revamp how market reports are done.
• The USCIPP External Relations Subcommittee met on July 28. Items discussed included coming up with a list of high-value conferences for USCIPP members in 2024 that USCIPP will seek partnerships with. Additionally, USCIPP will reach out to CMS to seek information about how to engage with relevant contacts to discuss the Good Faith Estimate Law (perhaps a webinar in 2024).
• The USCIPP Global Market Development Committee met on August 25. Items included updates to the partnership forums and future business development events.
• The USCIPP International Patient Experience Survey Subcommittee met in August and discussed desired revisions for next year’s survey. USCIPP is finalizing a draft survey instrument and updating the translations in conjunction with the subcommittee members. A new survey is expected to be rolled out at the start of the next calendar year with additional enhancements and the Hebrew language added.
USCIPP operates on a member-driven agenda of peer benchmarking and international market research, member-to-member education and collaboration, the creation of international business development opportunities for members, the development of industry standards, and more.