Chapter surveys to arrive in January

Healthcare Financial Management, Dec, 2003

HFMA National will be sending a satisfaction survey via e-mail to members of more than 60 of the Association's 70 chapters in January. The survey, which is designed to provide HFMA and chapter leadership with market information and analysis to improve services, will seek input about a variety of HFMA programs, including educational opportunities and chapter communications. This survey will not be given in addition to chapter surveys.

HFMA National staff conducted the satisfaction survey this past year as a pilot program. A total of 23 chapters participated in the 2003 survey. At that time, samples were drawn from each chapter and were limited to 400 members. In smaller chapters, the entire membership was surveyed (with some restrictions). A 48 percent response rate was achieved. Large, small, and medium-sized chapters, as well as statewide and metropolitan-area chapters, participated in the program. The total response was 2,797 individuals, for an average of 121 responses per chapter.

Findings of the 2003 survey showed HFMA members were generally satisfied with their chapters. They were most likely to say that they desire improvement of chapter program topics over other services. Overall satisfaction with HFMA appeared to be good, with 40 to 50 percent of respondents saying they are either very satisfied or extremely satisfied with most services.

The respondents said they were most satisfied with member communications and with their chapters overall. Mid-sized chapters (defined as having 250 to 599 members) scored slightly higher on satisfaction than did the small and large chapters. Member communications scored the highest for satisfaction among all chapter sizes. Chapter web sites scored the highest "don't know" responses, indicating that there was a lack of familiarity with this service.

Topics addressed at educational programs were the most desired improvement in all but two chapters. Desire for greater coverage of state and regional issues varied greatly from chapter to chapter, and was rated first for two chapters. Comments related to educational topics indicated a need for topics related to members' jobs that they are able to use immediately. The desire for improved networking opportunities increased with chapter size.

In the past four years, the greatest opportunity to improve member service, according to member satisfaction surveys, has been in the following areas:

> Delivery of industry-related in-depth information

> Delivery of current information

> Provision of local, relevant, chapter level educational programs

> Provision of relevant local information through chapters

For more information about the 2003 survey methodology and results, e-mail Dan Miller, HFMA's market research consultant, at dmiller@hfma.org.