Medical Patient Experience

Surprisingly, we are one of the only survey vendors offering live-person computer-assisted phone interviews as a core part of the methodology and to define projects in terms of completed survey outcomes rather than attempted surveys. Our methodology ensures that all patients are eligible (not just those likely to complete a text survey), and detailed actionable narratives are captured. The high response rates associated with CATI phone sampling (20-30%) help ensure that results are achieved in terms of sample objectives.

We are known to offer the most advanced and customized reporting platform available with filtered score ranking, significance-testing, trending, cross-tabulations, key driver analysis, sentiment analysis, and benchmarking. Filter results by-provider, site, or specialty or analyze narratives with advanced AI-driven sentiment analysis. Our new Feedback Fusion system also makes documenting a response to service recovery eligible patients easy and effective. PDF reports, executive summaries, and data extracts also provided.

How you survey matters. We work with each client to incorporate the methodology which aligns with survey project goals. Integrated Phone, email, and text-to-web methodologies available and weighting is customized. Real-time count management ensures that a significant number of completed surveys are generated, not only in the aggregate, but by-provider, site, or specialty (making reporting much more insightful). QR codes can also be integrated for service recovery, quick feedback, and reputation management, but are not recommended for high-quality random survey sampling.

Leverage the power of random sampling so that all patients do not need to be burdened with a survey after every visit as is the case with other exclusively text and email driven methodologies. Random sampling enables a representative sample at the 95% confidence level within +-3% confidence interval with a relatively small sample size – keeping costs low, reducing survey fatigue, and ensuring a reliable and representative patient survey sample size.

We provide every client—regardless of size—with personalized support to ensure survey results go beyond measurement and/or standard quality reporting but also drive meaningful improvement. Our reports are designed to engage all stakeholders, from board members and administrators to front-line staff. Each report includes actionable insights to address low-performing areas, and we offer access to trusted partners for deeper consulting support when needed.

Our Smart Logic phone sampling system enables sampling across various languages and ensures that the right patients are asked the right questions in the right way. For example, adult patients receive questions worded for adult respondents while child visits are worded for the parent or guardian. Our system also recognizes questions that are only applicable to certain populations (e.g. appointment visits or sliding fee scale patients) and adapts accordingly.