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Q: What methodology do you
use to sample patients?
A: While we are experts in mail, online and interview methodologies, we
generally recommend telephone surveys for patient satisfaction. We find
that for patient satisfaction this format reduces bias, improves sampling
reliability and validity, and allows for much more detailed comments.
As an added bonus, our trained surveyors make the experience a positive
one for respondents.
Q:
Do patients mind being contacted on the phone?
A: Because healthcare is so important, most patients greatly appreciate
the fact that the center where they received care would care enough to
conduct a follow-up call with them. The vast majority of patients are
very receptive to our short-interview format.
Q:
How long does the average phone interview take?
A: The average call takes only three minutes, though some patients have
a lot to say and will extend the call.
Q:
How do you handle incorrect phone numbers?
A: Patients with incorrect phone numbers are not contacted. However, because
there is no essential difference in the way patients with phone numbers
are treated relative to patients who cannot be reached by phone, this
factor does in any way affect score reliability.
Q:
How quickly are patients contacted following their visit?
A: Patients are generally contacted the week following their encounter
so that details of the encounter are still "fresh" in their
memory. Patients only evaluate their most recent encounter so that potential
improvements are reflected in the score.
Q:
How quickly does the health center receive the score?
A: This varies according to the service, but generally reports are sent
within two-three weeks of the final interview for the time period being
reported.
Q:
How are reports delivered?
A: Most reports are provided electronically via PDF, allowing for broad
distribution. Hard copies are provided either quarterly or semi-annually.
Q:
How much effort is required on the part of the health center?
A: We generally work with a contact in the IS or IT department to provide
patient names and phone numbers electronically via encrypted file transmission.
Once we receive this information, the center simply waits to receive reports.
Q:
Can I afford this service?
A: Many of
our community health center clients have come to realize that they cannot
affort not to receive this service, to to the impact on loyalty
and referral volume. The level of service and frequency of reporting is
flexible, with affordable monthly or quarterly reporting options available.
When staff time saving are factored in combined with the tangible financial
benefits of improved patient satisfaction, many organizations cannot afford
not to utilize this service.
Q:
Are services HIPAA Compliant?
A: Yes, provided that a PHI Agreement is signed by a compliant CHC vendor.
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