Custom Surveys for Healthcare Patients

Solution

An automated patient satisfaction survey solution was developed to integrate within their core EMR system. To streamline the survey feedback and remove manual processes, an automated data feed from the office check out as well as a notification with pertinent patient information like name, email and phone number triggered an automatic survey sent via email or text. Once the survey was completed, the survey data was sent to a data warehouse automatically. The ability to customize the survey questions enabled this group to learn satisfaction information, like would you recommend? A Net Promoter Score was captured and automatically sent to internal teams for immediate follow up to obtain more visit information directly from the patient and recover any negative patient experiences. Positive feedback and scores were also shared for recognition and training. Data and analytics can be viewed and analyzed by physician, nurse, or departments which provided accurate trend data. Robust analytics and a mechanism to connect with the patients immediately added a needed to touch point to assess the quality and satisfaction level of each visit within the physician group. This solution has also been implemented for IT Ticketing Surveys for up to 15,000 End Users.