Aspen Practice, P.C.

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Excellence Measures...


It has been our intention that every person served by Aspen Practice, P.C. receives and completes an Excellence Measure.  It is important to us to assess how our organization has met the Mission Statement, i.e. Excellent, Integrated and Interdependent Services.

These measures include the following message. 

"We need your help; that is, if we are going to fulfill our service mission - delivering Excellent, Integrated and Interdependent Services!  Here at Aspen Practice, we are very interested in receiving feedback about the quality of services we have provided.  Please take a moment to review the following measure of excellence, and assist us in maintaining or exceeding our service mission…"

As background for these quality assurance efforts, the results that are included below address those services provided largely by a licensed psychologist and began in October of 2004.  The practice serves Billings, Montana and the surrounding region. 

On the whole, we have been pleased that the vast majority of responses indicated the people served at Aspen Practice, P.C. were not only satisfied, but very satisfied.  The data below reflect the cumulative data through October of 2008.  Our data have remained relatively stable over those four years.  We have at this point, given the stability of the data, chosen to hold off collecting any more data and instead have been managing feedback on an individual basis.  Should the feedback we receive shift markedly, data collection efforts will begin again in earnest.

Transparency

Even though some clients have not filled out Excellence Measures, we do know of a handful of clients who were not satisfied annually.  And, for purposes of transparency, have reviewed the cases we have known about and included them in the data.  We have served, by this writing, over 650 clients and their families since October of 2004.  Factoring in this handful of clients, the results indicated that the vast majority of our clients were very satisfied or satisfied.

Referral Sources

In addition to other efforts we have made, with the beginning of the 2006, we had not only assessed our performance per Excellence Measures via clients, but also have taken the additional steps to conduct a focused survey of our top forty referral sources.  This survey was conducted in order to clarify their needs for the clients we both serve, and inform our Strategic Plan for 2006. 

We were gratified that over forty percent of these referral sources responded (A very high number for surveys of this kind with the kind of busy providers who make up our referral base.).  But, more than that, we also were gratified to find that, like our clients, the vast majority of our referral sources are very satisfied or satisfied with our services.  Our referral sources also went on to consistently describe the following patterns of service provision at Aspen Practice:  quality services in a timely manner, responsive and objective services, detailed and thorough psychological assessments, honest to-the-point advice and insight, and demonstrate genuine concern for the welfare of our clientele.

Forensic Work

Our most recent clarification to the Excellence Measure process is that our practice has steadily conducted more and more Forensic Assessments.  As one might expect, it depends on the outcome of the assessment as to whether or not it is to the client's liking per se.  In this case, these clients are often either attorneys or the Court itself; and in these cases the results here reflect their satisfaction with our services.

Grading Systems on the Internet

At Aspen Practice, P.C. we are supportive of quality assurance efforts in the field of healthcare.  In fact, it is the reason we started this page from the company's inception.  There are a number of grading systems on the internet nowadays, and these systems can be good if they ask the right questions and provide a forum for feedback.  The right question always is, "Did you inform your provider about your experience?"  That is, did a client share their feelings about the service when they were asked; good, bad, or otherwise...

There are a number of grading systems that are in the pipeline, or that exist such as Healthgrades, which either do not ask this question, ask questions that do not fully address the range of services offered, or, take into account that there is no way for a provider to respond to statements made - good, bad or otherwise. 

Healthcare, by definition, is a confidential service and it would be irresponsible for a healthcare provider to respond to statements made by their clients on such internet websites. As a consumer, we encourage you to keep this in mind when viewing these grading systems.

Final Comment

While it is our goal to have 'excellent' services and we will continue to strive toward the day when all responses meet this mark; but we are realistic.  With the difficult work involved in behavioral healthcare, we do realize that you, 'Can't please all the people all the time'.  Still, we will continue to strive to make our services consumer friendly, design them to meet the unique needs of our clientele, as well as offer excellent, integrated and interdependent services.


A.  Services were available when I/we needed them.

Strongly Agree 55%, Agree 39%, Neutral 6%

B.  The folks at Aspen Practice treated me with courtesy and respect.

Strongly Agree 77%, Agree 23%

C.  I trust that Aspen Practice will maintain a confidential service environment.

Strongly Agree 81%, Agree 19%

D.  Services were helpful, addressed the presenting problem or referral question.

Strongly Agree 52%, Agree 35%, Not Applicable 13%*

E.  I was satisfied with my experience at Aspen Practice.

Strongly Agree 68%, Agree 26%, Neutral 6%

F.  If I/we needed assistance in the future, Aspen Practice will be the first we contact.

Strongly Agree 74%, Agree 16%, Neutral 6%, Disagree 3%

G.  I would recommend Aspen Practice to others in need of behavioral healthcare services.

Strongly Agree 71%, Agree 19%, Neutral 3%, Not Applicable 6%

*Often these measures were filled out by referral sources as well as people directly served.

Updated October 2009

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Last modified: 02/20/10.