Patient Satisfaction & Experience Surveys

Medical & Primary Care Surveys

Our flag-ship service, this unique patient survey service is designed to provide actionable patient satisfaction and experience survey measurement to assess the perceptions and experiences of primary care medical patient populations. This nationally-benchmarked service is offered to community health centers, rural health centers, primary care centers, specialty clinics, health departments, hospital-based outpatient care clinics, and any other type of primary care facility.

The Crossroads Group begins each patient engagement with customized questionnaire design. Question constructs combined CG CAHPS elements, ‘business-driver’ questions related to overall satisfaction and loyalty, questions related to the industry (e.g. HRSA safety-net provider questions), and custom questions related to key learning objectives.

Key features and benefits include:

• Extensive State, Regional, and/or National Benchmarking for medical, dental, and behavioral health populations
• Electronic (text and/or e-mail) survey integrated with telephone and/or mail survey methodology to ensure sufficient sample sizes
• Score comparisons to dental, specialty, and/or behavioral health populations (if applicable)
• Stand-alone site reports to facilitate localized report utilization
• Trend-reporting to assess score change over time (monthly, quarterly, year-to-year)
• Dynamic online reporting dashboard
• Rapid-reporting on-schedule with sample size objectives met

Dental Patient Surveys

The Crossroads Group is experienced with the administration of dental patient surveys for patients receiving care from dentists and/or dental hygienists for a wide-range of services ranging from routine cleanings to root-canals. Adult and Child services can be evaluated across a range of delivery sites/locations. Individual providers and sites and be benchmarked.

Whether implementing a survey for integration with medical and/or dental care (for comparisons across service lines) or a stand-alone dental patient satisfaction and experience survey, The Crossroads Group offers years of experience expertise with dental service patient evaluation surveys.

As with all services, sample sizes and budgets are pre-determined by the client, questionnaires are customized based on learning objectives, report frequency and content is customized (and provided on-time), and clients are able to pilot services with no obligation to continue beyond the baseline report administration period. Crossroads Group staff offer support throughout the engagement while client organization staff are alleviated from all sampling and tabulation activities. For more information and/or references, please Contact Us.

Behavioral Health Patient Surveys

The Crossroads Group is experienced with the administration of behavioral health patient surveys across a wide-range of disciplines (e.g. therapists, case managers, psychiatrists, psychologists) and care delivery settings (including inpatient). Whether assessing integration of care across multiple medical and behavioral health disciplines or stand-alone behavioral health services evaluation survey, The Crossroads Group offers years of experience administering behavioral health patient surveys for both child and adult populations as well as experience assessing spiritual care provided by faith-based organizations.

As with all services, sample sizes and budgets are pre-determined by the client, questionnaires are customized based on learning objectives, report frequency and content is customized (and provided on-time), and clients are able to pilot services with no obligation to continue beyond the baseline report administration period. Crossroads Group staff offer support throughout the engagement while client organization staff are alleviated from all sampling and tabulation activities. For more information and/or references, please Contact Us.

Hospital Surveys

Whether seeking to assess a particular department or floor, improve scores on a separate benchmarked survey, improved H-CAHPS scores, or implementing a hospital-wide service initiative, our rapid-response survey system can provide the foundational measurement component. With years of hospital process improvement consulting experience and questionnaire design and implementation for inpatient (medical surgical, telemetry, and other), outpatient, and emergency department experience, the Crossroads Group can design a survey measurement system uniquely tailored to the needs of your hospital.

As with all services, sample sizes and budgets are pre-determined by the client, questionnaires are customized based on learning objectives, report frequency and content is customized (and provided on-time), and clients are able to pilot services with no obligation to continue beyond the baseline report administration period. Crossroads Group staff offer support throughout the engagement while client organization staff are alleviated from all sampling and tabulation activities. For more information and/or references, please Contact Us.

Pharmacy Patient Surveys

The Crossroads Group has been developing and implementing stand-alone pharmacy patient satisfaction and experience surveys since 2009.   Patients are contacted shortly after their pharmacy visit to evaluate their experience with phone access (for refills or questions), staff interactions (with cashiers or pharmacists), the timeliness of the fill and the pick-up experience, drive-through pharmacy satisfaction, and other aspects of service which are important to patients. Pharmacy questions can also be integrated within the context of medical patients surveys and awareness of plans such as the 401B pharmacy discount plan can also assessed and/or encouraged. Scores across pharmacy delivery sites can be benchmarked and compared. In 2017, The Crossroads Group also designed and developed a supplemental “Client-Defection Survey”. Similar to an exit-survey, this survey is designed to learn more about patients who have defected (i.e. have transferred prescriptions or are no longer using) in terms of reasons for departure.

As with all services, sample sizes and budgets are pre-determined by the client, questionnaires are customized based on learning objectives, report frequency and content is customized, and clients are able to pilot services with no obligation to continue beyond the baseline report administration period. Crossroads Group staff offer support throughout the engagement while client organization staff are alleviated from all sampling and tabulation activities. For more information and/or references, please Contact Us.

ACO/Association Benchmarking Patient Surveys

The Crossroads Group works with state associations, collaborative, and health plans to provide patient and/or employee survey measurement services for member organizations. This ensures a common shared methodology and core-question set while allowing the flexibility for customization of measurements which are important for each individual healthcare organization. Surveys results are then shared, allowing for assessment, recognition, and the sharing of best-practices. Our processes ensure a uniform and comparable method of measurement and a benchmarking process which is truly ‘apples-to-apples’ while alleviating member organizations of all survey data collection, tabulation, and reporting activities.

As with all services, sample sizes and budgets are pre-determined by the client, questionnaires are customized based on learning objectives, report frequency and content is customized (and provided on-time), and clients are able to pilot services with no obligation to continue beyond the baseline report administration period. Crossroads Group staff offer support throughout the engagement while client organization staff are alleviated from all sampling and tabulation activities. For more information and/or references, please Contact Us.

Clinician & Group CG-CAHPS Patient Surveys

The Crossroads Group is experienced administering both the full CG CAHPS survey as well as shorter variations of this survey using the HEDIS standards supportive of online administration for more cost-effective administration of the lengthier full-version of the CG CAHPS survey. Services include administration of the survey and the provision of reports related to. Survey results can be benchmarked to the AHRQ database for comparison across a wide range of delivery sites.

Whether administering this survey for assessing and improvement PCMH measures or to earn a point towards NCQA PCMH recognition, The Crossroads Group is available to assist your organization with a cost-effective implementation methodology for this often-costly survey.

Emergency Room/Urgent Care Patient Surveys

As a former Emergency Department process improvement consultant with years of experience working in and for emergency departments, founder Mark Robledo brings a unique perspective to Emergency Department and Urgent survey evaluation. Surveys are administered shortly after the patient experience to assess registration and waiting area experience, nurse and staff care in the treatment area, physician-to-patient (and family member) interactions, diagnostics and testing, and the discharge experience. Questionnaires and reports are customized to learning objectives and sample size objectives are consistently met on-schedule. Urgent Care evaluation surveys can also be integrated within the context of primary care delivery (for comparison of common questions).

As with all services, sample sizes and budgets are pre-determined by the client, questionnaires are customized based on learning objectives, report frequency and content is customized (and provided on-time), and clients are able to pilot services with no obligation to continue beyond the baseline report administration period. Crossroads Group staff offer support throughout the engagement while client organization staff are alleviated from all sampling and tabulation activities. For more information and/or references, please Contact Us.

Specialty Care/Ancillary Department Surveys

Whether evaluating specialty care access within the context of a primary care survey, or fully-assessing the patient care experience, The Crossroads Group offers a wealth of experience. With extensive experience administering specialty care or ancillary department surveys for patients in the following disciplines:

• Allergy
• Audiology
• Cardiology
• Colposcopy
• Diabetes Care
• Endo Diabetes
• Gastroenterology
• Geriatrics/Senior Care
• Lab/phlebotomy services
• Nephrology
• Neurology
• Nutrition
• Ophthalmology
• Optometry
• Psychiatry
• Physical Therapy
• Podiatry
• Pulmonology
• Rheumatology
• Surgery
• Urology
• X-ray and other diagnostics

Survey results can be benchmarked across specialties and even compared to primary care survey results. Providers with .20 FTES or higher can be incorporated within the sample frame.  Specialty-centric question integration is available.

The Crossroads Group is also experienced providing Diagnostics Services and/or ancillary evaluation surveys ranging from lab, x-ray, enrollment, or other diagnostic evaluation services. Surveys can be designed as stand-alone surveys or within the context of medical patient surveys.

As with all services, sample sizes and budgets are pre-determined by the client, questionnaires are customized based on learning objectives, report frequency and content is customized (and provided on-time), and clients are able to pilot services with no obligation to continue beyond the baseline report administration period. Crossroads Group staff offer support throughout the engagement while client organization staff are alleviated from all sampling and tabulation activities. For more information and/or references, please Contact Us.

Residency Program Evaluation Surveys

Would you like to administer surveys to assess the experiences of patients who have received care through residency program providers and compare these to patient experiences for patients who have received care from full or part-time employed providers? Would you like to assess the residency program as a whole and compare patient’s perception scores from one graduating class to the next (to assess score differences and trends)? Either way, the Crossroads Group is able to support your organization’s needs with extensive experience in these areas.

As with all services, sample sizes and budgets are pre-determined by the client, questionnaires are customized based on learning objectives, report frequency and content is customized (and provided on-time), and clients are able to pilot services with no obligation to continue beyond the baseline report administration period. Crossroads Group staff offer support throughout the engagement while client organization staff are alleviated from all sampling and tabulation activities. For more information and/or references, please Contact Us.

School-Health Patient/Parent Surveys

The Crossroads Group is a pioneer in the development of actionable third-party administered school-health survey for both parents/guardians (elementary age students) as well as high-school or charter school evaluation surveys. Having successfully piloted a demonstration project for school health surveys in 2015-2016, these surveys are designed to measure the patient and the parent experience in key areas related to communication and the quality of care.

As with all services, sample sizes and budgets are pre-determined by the client, questionnaires are customized based on learning objectives, report frequency and content is customized (and provided on-time), and clients are able to pilot services with no obligation to continue beyond the baseline report administration period. Crossroads Group staff offer support throughout the engagement while client organization staff are alleviated from all sampling and tabulation activities. For more information and/or references, please Contact Us.

Health Plan Surveys

The Crossroads Group is experienced providing patient satisfaction and experience surveys for health plan members. These surveys can evaluate CAHPS measures related to access and quality of care received, Star measures, HOS measures, as well as the health plan itself.

As with all services, sample sizes and budgets are pre-determined by the client, questionnaires are customized based on learning objectives, report frequency and content is customized (and provided on-time), and clients are able to pilot services with no obligation to continue beyond the baseline report administration period. Crossroads Group staff offer support throughout the engagement while client organization staff are alleviated from all sampling and tabulation activities. For more information and/or references, please Contact Us.