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"Can't
I administer surveys to patients on-site and save money?"
Some executives ask this question and attempt to conduct surveys on their
own in an effort to save scarce financial resources. However, when the
cost of administration (labor and resources) is factored together with
the quality of the end-product, these organizations may be selling themselves
short. Outsourcing patient satisfaction measurement, tabulation, processing,
and reporting allows healthcare providers to not only improve outcomes
but also to focus on what they do best...providing quality healthcare.
The
Rapid-Response System allows healthcare organizations with limited resources
to balance the need for a high-quality professional survey
with cost-constraints. The end result is a quality mission-related strategic
scorecard measure and tool resulting to higher patient satisfaction.
Improved patient satisfaction has been empirically
proven to translate into better clinical outcomes, increased patient
loyalty, improved community image, and improved financial performance.
Developed
through years of experience working with healthcare centers, the table
below compares the Rapid-Response Survey to an internally administered
survey system feature-by-features:
Differences between center-administered patient satisfaction surveys
and the Rapid-Response System: To View Sample Reports Click Here
Service
Features |
Internally
Administered Survey |
Rapid-Response
System |
| Sampling
Reliability |
Low,
Convenience Sample |
High,
Random Sample |
| Sampling
Validity |
Low,
Biased |
High,
Unbiased Third-party |
| Report
Frequency |
Varies,
delays frequent |
Weekly,
Bi-Weekly, Monthly, or Quarterly. Always on time. |
| Sample
Sizes (n) |
Too
small or larger than needed |
Statistically
Signficant based on Encounter |
| Burden
on Staff |
High,
distracting |
None |
Quality
of Verbatim Comments
|
Poor,
low detail |
Actionable,
Root Cause Behaviors and Processes |
|
Respondent
Bias |
High
due to staff involvement |
Low
to None |
| Consistency
of Approach |
Varies
by site or manager |
Consistent
for all locations/specialties |
| Reporting
Speed |
Unpredictable |
Rapid-Reporting
Post-Encounter |
| Score
Presentation |
Seldom |
Customized
for Board or Staff |
| Credibility
of Scores |
Low |
High
(Objective Third-Party) |
| Trending |
Cumulative |
"Snapshot"
(isolates recent periods) |
| Level
of Analysis |
Low |
|
|
Report Ease of Use |
Low |
|
| Ultimate
Impact |
Compliance-Oriented
(Minimal Impact on Service Excellence) |
Improvement-Oriented
(Improve Retention and Referral Volume) |
| Cost |
High
Hidden Costs/Staff Time |
Highly
Cost Effective/Flexible |
By-Provider
Reports |
No |
Yes |
Patient satisfaction
relates to the core mission of any health provider and is just too important
not to do it right. This system is much more effective than any internal
or third-party system and can be implemented in a community health setting
without breaking the budget. No system offers this much value, including
the following report features:
- Detailed
verbatim comments, providing "root-cause" information (often
with the detail of a mystery shop)
- Aggregate
report, by-site reporting, and by-specialty scores
- Special
Reception Area Reports
- Special
Access-to-care Reports (phone access, appointment wait, etc.)
- Special
New Patient Report
- Service
Recovery Report and Alerts
- Cross-tabulation
Reports
- Staff reward &
recognition reporting
Allow
The Crossroads Group to provide you with a free estimate of what it would
take to implement The Rapid-Response System in your organization. To review
recent client testimonials, click
here.
Risk-free
trial offer:
No advance deposits. Try our service at no obligation to continue, satisfaction
guaranteed in writing. No long-term contracts, privacy protected. |
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