A non-profit 501(c)(3) premium and copayment foundation
Our Strategy for Achieving our Goals:
In 2016, the PSI staff developed a strategic
plan that will carry us into 2021 and beyond. During this time period our
organization aims to:
Expand our patient
centered delivery model while balancing operational efficiencies.
Be the champion for
activities of PSI to ensure sustainability.
Identify and diversify
our funding streams.
Capacity for Achieving Our Goals:
Our organizational success is a result of
PSI's exceptional board and executive leadership teams as well as our expert
staff members. PSI provides a kind, caring, and generous work environment which
enables staff to provide for the thousands of chronically ill patients we
PSI continually focuses its efforts to create
efficiencies, streamline processes, and conserve every dollar for the direct
assistance for the people that we serve. This is done by continuous quality
assurance monitoring and adherence to strong internal controls.
Measuring & Reporting Our Progress Towards
Through the PSI Board of Directors, the
executive management committee, and key personnel, PSI reviews our
organizational goals and strategies on a continual basis. Changes to internal
and external operations are made after careful evaluation of patient assistance
conditions and organizational needs assessments. This
process ensures that PSI maintains capacity to achieve its goals and continue
our growth on an annual basis. Additionally, PSI conducts extensive staff,
donor, and patient surveys. In 2016, the organization used the services of The
Spark Mill, a Richmond, VA Strategic Planning firm to facilitate the
process. Consultants from The Spark Mill
collected information from four areas as a part of the information-gathering
portion of the planning process.
Feedback from all PSI
patients, staff members, board members, and donors
Loyalty and Satisfaction: 97% out of a
Customized Patient Assistance: 96% out of a
Innovative Customer-Centered Solutions: 91%
out of a possible 100%
Health Insurance Resource: 74% out of a
The overall customer engagement index for PSI
Internal Review of Procedures and Data
Over 2,000 PSI patients responded to an online
survey. Patients were asked a variety of
questions about their experience with the organization and its services.
The patient sample was split almost equally
between males (49%) and females (51%).
Over half of patients were age 65 or older
(54%), with another 20% falling into the 55-64 age range.
Top 5 Patient Responses:
I am very
satisfied with my experiences at PSI
PSI makes a
positive difference in my life
I trust PSI to
act in my best interest
The PSI staff
treats me with respect and compassion
interaction with PSI was a positive experience