How CODE Calculates PRO Capture Rate

When it comes to capture rate, CODE is very proud of our capture rate. We average 80% across the pre-op to 1-year data intervals for elective surgeries. Survey capture rate is such an important number when it comes to collecting patient-reported outcomes (PROs). But how does CODE calculate capture rate? What does that 80% really mean?

How CODE Measures PRO Capture Rate

Capture Rate = # of patients who took the survey / # of eligible patients

Example Pre-op: Dr. X completed 100 surgeries in January 2017, 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, 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 met CODE’s eligibility requirements. Of those 70 eligible patients, 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 the 1-year survey even if the 3-month survey was not completed.)

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.

Why Should you Adopt our Framework for Measuring Capture Rate?

When working with a vendor, the CODE framework for measuring capture rate is the closest to true capture rate. Most vendors vary in how they measure capture rate – for example, many vendors require patients to log into a patient portal – thus making their calculation # of patients who took the survey / # of patients who have a patient portal account. The secret is, according to the Advisory Board, only 25% of patients ever log into the patient portal. That certainly changes the number.  

How to Improve Your Patient-Reported Outcome Capture Rate

CODE’s combination of process and technology makes a high capture rate possible with minimal effort from the staff. It’s no secret that when staff and surgeons are engaged with the program and sharing why this assessment is important…capture rate skyrockets.

While CODE has a stellar capture rate, there’s always room for improvement. Implement these five steps and watch your capture rate improve even more:

1. Patient Education – Our clients who have the highest capture rate tell their patients about the survey and explain why it’s important. If you’re a CODE client, we create 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 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, 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 (7) days of their actual surgery date have a 40% lower capture rate which is why this rule exists. Ask patients to compete their PRO survey at least one (1) week prior to their surgery.

4. Email Address – Ask your patients for their email. It’s a myth that the older patient population doesn’t have email. 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 CODE ASAP.