When it comes to the number of patients completing Patient-Reported Outcome Measures (PROMs), CODE is very proud of our capture rate. We maintain 80-90% across all data intervals. But how does CODE calculate capture rate? What does that 80-90% really mean?
Let me tell you, we love these questions (and we’re asked them regularly) because survey capture rate is such an important number when collecting patient-reported outcomes (PROs). We can’t be successful without patient participation. Brought to you by popular demand, here’s the math behind our capture rate.
How to Get PRO Capture Rate
To put things as simply as possible:
Capture Rate = # of patients who took the survey / # of eligible patients
Example Pre-op: Dr. X completed 100 surgeries in January 2017, but only 85 patients meet CODE’s eligibility requirements (described below). Of those 85 eligible patients, let’s say 75 took the survey. Therefore, you get a capture rate of 88%.
Capture Rate: 75/85 = 88%
Example 3-month Post-op: Dr. X has 75 eligible patients at each post-op interval (all patients who take a pre-op survey are eligible for each post-op interval). In April (3-month interval), 72 of these patients meet CODE’s eligibility requirements (two opted out, one didn’t have correct contact information). Of those 72 eligible patients, let’s say 62 took the survey. Therefore, you would get a capture rate of 86%.
Capture Rate: 62/72 = 86%
Example 1-year Post-op: In January 2018 (1-year interval), only 70 patients meet CODE’s eligibility requirements. Of those 70 eligible patients, let’s say 58 took the survey. Therefore, you would get a capture rate of 83%.
Capture Rate: 58/70 = 83%
What is an eligible patient?
Pre-op: All eligible patients must be sent to the CODE team at least seven days prior to the survey due date (which in most cases is the same day as the procedure), have complete and accurate contact information, and did not decline to take the survey.
Post-op: All eligible patients must have completed a pre-op survey, have complete and accurate contact information, and did not decline to take the survey. All patients who take a pre-op survey are eligible for each post-op interval. (ie: They are eligible for 1-year survey even if they didn’t complete the 3-month.)
See how this is displayed within CODE’s dashboard, below:
What About Due Dates?
The due date for pre-op is the surgery date. The due date for post-op is after the time frame allotted to complete the assessment (30 days). A survey is not reflected in the actual capture rate until the due date has passed.
For example: On the CODE Dashboard, you might see a capture rate that’s not meshing with the numbers displayed. For example, Dr. X might have 16 eligible patients displayed on the dashboard with 5 completed surveys for a capture rate of 80%. What?
This is because we’re only counting the number of completed surveys based on the due date. Once the surgery date passes, more surveys will be counted to reflect a more accurate capture rate.
How to Improve PRO Capture Rate
CODE’s combination of process and technology makes a high capture rate possible with minimal effort from the staff. However it’s no secret that when staff and surgeons are engaged with the program and sharing why this assessesment is important, their capture rate skyrockets.
While CODE has a stellar capture rate, there’s always room for improvement. Let’s work together to improve your survey collection rate with these five steps:
1. Patient Education – CODE provides each client with a one-page flyer describing the PRO program. Make sure that the flyer makes its way into each patient’s pre-op packet. We already know how important PROs are, and this little flyer will make sure your patients do too.
2. Assessment vs Survey – Let’s face it, the word ‘survey’ has a negative stigma. We live in an over surveyed consumer-driven era. But PROs are so much more than just a survey … right? So, let’s drop the word survey, and replace it with ‘assessment.’ Doesn’t that sound better? Trust us, it works.
3. The Seven-day rule – Ready for a fun fact? Patients who are contacted within seven days of their actual surgery date have a 40% lower capture rate, which is why this rule exists. Please send us the patient’s information at least a week prior and we will do our magic (not really magic – more like proven science), and help you achieve higher capture rates. Have a last minute add on? No worries, if the patient has an email we will still try to capture them for you.
4. Email Address – Of the 35,000 and exponentially growing database of patients we have at CODE, 96% have emails they check often. Yes – 96%! Even for patients who prefer to take the assessment over the phone, just scheduling it via email increases the chances of attaining a higher capture rate.
5. Verify Procedures – There is nothing worse than calling a patient for their ‘3-month post-op assessment’ to learn that they never had surgery. It’s awkward for everyone. In an effort to make sure that never happens, when cases are canceled or rescheduled, please notify us ASAP.
Now you know the basics, with these five items in place, together we can achieve a stellar overall rate. If you are having trouble, contact your CODE rep, and we can dive deeper to help you.