AAPA Member Satisfaction - PowerPoint Presentation

Slide1

AAPA Member Satisfaction

2014 ResultsSlide2

Methodology

On March 31, 2014, 49,839 members were sent an email requesting that they participate in this year’s online survey. The survey closed the end of April.

5985 members completed the survey, a response rate of 12.1

%

Approximately ¼ of respondents were student members

Respondent demographics and professional characteristics were very similar to the membership at large.

A

similar survey was completed by members in early spring on 2013.Slide3

Highlights of Findings

Overall satisfaction with the AAPA is high and has increased over the past year.

Satisfaction with many, but not all, benefits and services provided by AAPA increased.

Satisfaction increased the most for many of the benefits that are most important to members.

Satisfaction with career services had the largest jump

Satisfaction with the cost of membership was stable

Students are similar to fellows in their satisfaction with AAPA and in what drives their satisfaction, but some minor differences exist. Slide4

Highlights of Findings

Information about changes in healthcare practice, CME, and advocacy are rated as the most important needs of members

.

In addition to satisfaction with the cost of membership, opinions about these areas tend to drive overall satisfaction.

Those benefits and services that are the least used and the least important to members tend to have lower satisfaction ratings and to not be good drivers of loyalty

Most demographic and professional characteristics are not important drivers of

loyalty

The main drivers of overall satisfaction and loyalty have remained stable.Slide5

Satisfaction Rating

Overall, how satisfied are you with the services you have received from your membership during the past year?

How likely are you to renew your AAPA membership?

If asked by a colleague or friend, how likely would you be to recommend they join AAPA?

How would you rate the overall value of your AAPA membership?

All four ratings are strongly inter-related and can be used to calculate member loyalty /satisfaction.

There are four key questions in the survey that is used to calculate the overall

loyalty

score

. Slide6

Indicators of Satisfaction

2014 – 95% would recommend AAPA

2013 – 93% would recommend AAPA

2014 – 86% are satisfied with services received

2013 – 83% are satisfied with services received

2014 – 78% are likely to renew

2013 – 76% are likely to renewSlide7

Student and Fellows Loyalty Scores Were SimilarSlide8

Fellows Overall Satisfaction Score

There was a statistically significant increase in fellow satisfaction in 2014 among all fellows who took the surveys and also among only those who took the survey both years.Slide9

Even Fewer Fellows in 2014 Had Low Levels of Loyalty

Loyalty Group

2014 Fellows

2013 Fellows

2014 Students

2013 Students

Very Loyal

40.2%

34.2%

38.3%

35.2%

Loyal

33.9%

31.5%

36.2%

32.2%

Somewhat Loyal But At Risk

16.6%

22.6%

18.4%

24.0%

Opinion Neutral And At Risk

5.1%

6.6%

5.2%

4.8%

Not Loyal

4.2%

5.1%

2.0%

3.7%

Table 3. Comparison of Loyalty Groupings, 2014 and 2013

*There were significant changes in the proportion of fellows in each of the groups from 2013 to 2014

I

n

both 2013 and 2014 the majority of fellows and students were rated as being loyal (score of 13-14) or very loyal (score of 15-16

)

Very

few expressed decidedly negative views about AAPA on the whole (scores of 0-8

).

Even fewer students gave negative ratingsSlide10

Satisfaction with Information

In the 2013 study we learned that 81% of fellows were either moderately or very satisfied with the information AAPA provided them about changes in healthcare practice. This year, we delved deeper to understand member’s perceived satisfaction with four specific aspects of healthcare information.

66%

Very or Moderately Satisfied

69%

Very or Moderately Satisfied

53%

Very or Moderately Satisfied

7

3%

Very or Moderately SatisfiedSlide11

Fellow Satisfaction With All Aspects of Membership

Satisfaction rating

Mean (1-5 scale)

Compared to 2013

Compared to students

Very satisfied

Neutral/ No opinion

Unaware of benefit or service

Online CME materials and programs

4.28

N/A

N/A

47.1%

15.7%

0.9%

Government advocacy

4.18

No change

41.9%

15.7%

1.1%

Employer advocacy

4.11

No change

37.6%

17.5%

1.5%

Resources for career management

4.13

37.0%

19.3%

0.9%

Resources for effective patient care

4.01

27.8%

22.4%

3.5%

Info about PA certification changes

3.98

No change

32.0%

14.4%

3.4% (did not read)

Info about changes in healthcare laws (not ACA)

3.97

N/A No change30.7%26.5%1.0% (no wish for) Live CME materials and programs3.96 N/A N/A30.3%30.0%2.5%Info about changes in healthcare practice related to ACA3.92 N/A No change29.7%29.6%1.4% (no wish for)Resources for locating employment3.74 No change22.2%42.0%3.4%Info new models of team care3.72 N/A20.8%40.7%3.4% (no wish for) Cost of dues3.6922.3%16.2%N/ANetworking opportunities3.60 No change15.7%46.9%3.6%Leadership opportunities3.50 No change14.3%55.8%3.9%Volunteering opportunities3.38 No change10.2%42.2%9.1%

Note. Satisfaction rating scale, 5=very satisfied, 4=moderately satisfied, 3=neutral or no opinion, 2=moderately dissatisfied, 1=very dissatisfied Slide12

Fellow Use and Awareness of AAPA

Benefits and Services

Frequency of activity

Mean score

Not aware

Never used

(

but

aware of)

Not aware

Never

used

(

but aware of)

2014

2013

t-score

2014

2013

Overall Activity

1.76*

1.66*

t=6.74

N/A

N/A

N/A

N/A

Online CME

2.90

2.86

NS

N/A

13.9%*

N/A

17.3%*

Website3.11*3.04*

t=3.22N/A

1.1%*

N/A

1.6%*

Newsletters

3.30*

3.37*

t=3.25

N/A

4.5%

N/A

4.7%

Emails

3.803.82NSN/A1.7%N/A1.5%PA Professional2.78*2.88*t=5.48N/A5.5%*N/A4.2%*JobLink2.562.57NS10.9%*49.8%*6.4%*56.1%*ConferencesN/AN/AN/AN/AN/AN/AN/ALaws/RegulationsN/AN/AN/A7.5%*43.3%*9.4%*44.0%*Table 6. Mean Scores and Rate of Disconnection from Benefits and Services: Fellows 2013 and 2014*Indicates a significant difference between yearsNote: Mean scores for different types of activity are not comparable with each other as the response choices differed according to the nature of the activity.Slide13

Student Use and Awareness of AAPA

Benefits and Services

Frequency of activity

Mean score

Not aware

Never used

(

but

aware of)

Not aware

Never used

(

but

aware of)

2014

2013

t-score

2014

2013

Overall Activity

1.76*

1.71*

t=2.13

N/A

N/A

N/A

N/A

Online CME

1.97*

2.48*

t=5.46

N/A

N/A

Website2.902.94

NSN/A

1.1%*

N/A

1.6%*

Newsletters

3.44*

3.59*

t=3.84

N/A

4.5%

N/A

4.7%

Emails

3.913.98NSN/A2.1%N/A1.7%PA Professional2.34*2.71*t=5.48N/A22.6%*N/A7.3%*JobLink2.162.31t=3.3542.1%*23.1%*28.3%*36.3%*ConferencesN/AN/AN/AN/AN/AN/AN/ALaws/RegulationsN/AN/AN/A20.2%*39.3%*23.5%*32.0%*Table 7. Mean Scores and Rate of Disconnection from Benefits and Services: Students 2013 and 2014*Indicates a significant difference between yearsNote: Mean scores for different types of activity are not comparable with each other as the response choices differed according to the nature of the activity.Slide14

Key Drivers of Overall Satisfaction: Fellows

5

1

2

3

4

2013

2014

1

2

3

4

5Slide15

Key Drivers of Overall Satisfaction: Students

5

1

2

3

4

2013

2014

1

2

3

4

5Slide16

Job Satisfaction

This year, we decided to ask our members about their current satisfaction with their job and career. Overall, our members are satisfied with their career choice and their current job.

80% are satisfied with their current job*

87% are confident in the profession’s future

Only 12% would choose a different career

*85% of the PAs responding to the annual survey indicated that they were satisfied with their current job