Developed over years of working closely with hospital administrators, directors, and staff, the Rapid-Response System is designed to improve both processes and culture which impact Service Excellence, as perceived by patients. Bi-weekly actionable and detailed reporting for Inpatient, Emergency Department, and Outpatient Test & Treatment areas. Hospitals may exclusively target low scoring "achilles heel" areas or rotate the service across inpatient floors for economies of scale.

User-friendly reports with detailed verbatim comments are presented to a staff within the department to heighten awareness and engage the staff in developing improvements. Resultant action plans and subsquently shared with a leadership team for input and support. Physician scores and comments are also shared with senior leadership. The result is an integrated effort and an extremely powerful tool (which can easily be adapted within the context of an existing Service Excellence program) to improve patient satisfaction as measured by third-party surveyors and HCAPs.

Sample Reports Include:

Questionnaire (English Sample): Emphasis placed on key driver questions. Patients are contacted within 7 days of discharge, usually prior to any other survey contact and while recollection is highest. Spanish language interviews also conducted. Questionnaire is fully customizable. 20 or more randomly selected patients contacted each week from target floor/departments. (Click on links to view sample reports)

Rapid-Response Unit/Floor Report: Bi-weekly score reports for very recent discharges or outpatient encounters. Report includes by-question histograms, score rankings, score targets, Overall Satisfaction relative to baseline, loyalty or referral intentions, and trend analysis.

Rapid-Response Verbatim Comment Report: Highly detailed comments with root causes probed for areas of dissatisfaction. Staff and physician names included for positive comments and concealed for negative comments (negative staff mentions are provided confidentially to facilitate coaching and performance management).

Rapid-Response Service Recovery Report: Provides the hospital with the opportunity to conduct rapid service recovery for patients who are either dissatisfied or who specifically request a follow-up call from the hospital. Usually conducted by the patient relations staff.

Rapid-Response By-Physician Comment Report: Comments are grouped by-physician, allowing administration and physicians to identify how patients perceive individual physicians. Grouped from highest to lowest by-physician question score. May be coded (physician ID rather than name) or uncoded (with physician names) or both.

Rapid-Respone Manager-Only Comment Report: The manager-only report includes patient names to facilitate follow-up inquiry, chart investigation, or Director-level service recovery. All staff names are also included, whether mentioned positively or negatively.

Rapid-Response Inpatient Floor Comparison Report: Compares by-question scores across inpatient areas. Ideal for identifying relative strengths and weaknesses across floors as well as facilitating the cross-pollination of best practices.

Quarterly By-Physician Score Report: Average scores and sample sizes for individual physicians in areas which include physician visibility, physician explanation of care, perceived quality of treatment, discharge timeliness, or other areas. May be coded (physician ID rather than name) or uncoded (with physician names) or both.

Quarterly Cross-tabulation Report: Identifies key subgroup scores for areas such as gender, racial/ethnic groups, ages, payer/insurance type, or other variables.

Environmental Report: Provides comments grouped sorted by the response to the Cleanliness & Appearance question. Enables Environmental Department to quickly identify negative comments related to cleanliness and appearance and investigate root causes and staffing with room number and discharge date information included.

Sample Floor Action Plan

Sample Team Reporting Diagram

Inpatient Floor Report (6 month period, as measured by Gallup survey)

Sample Physician Comment Report

All reports are distributed electronically to pre-designated recipients, ensuring rapid receipt and utilization.

For more information regarding how this information has been used at other hospitals, please contact Mark Robledo directly at 305-412-0160 for a no obligation consultation.

“The Rapid-Response System provided our hospital with a detailed and actionable reporting system to complement our hospital-wide survey. Facilitated team meetings helped ensure meaningful actions. I highly recommend this system to any healthcare organization seeking to improve patient satisfaction.”
(Mr. Victor Maya; Frm. Chief Executive Officer, Kendall Regional Medical Center)