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Dotcomments' inTouch System Helps Large Health-Care System Improve Efficiency of
Patient-Satisfaction Measurements, Net Faster Response Times With Larger Sample Sizes and Reduce Costs
A large health-care system that sought to determine the levels of patient satisfaction in its Labor and
Delivery Unit employed a patient-satisfaction method that involved conducting a telephone survey with up to
400 former patients each quarter. Unfortunately, the survey took place several weeks after each patient was
discharged, long after many details of the experience had been forgotten. As a result of the delay in
capturing information, the health-care system was unable to gather details about specific components of the
hospital stay.
The typical obstetrics patient registers in the Labor and Delivery Unit and discharges from the Maternity
Recovery Unit. When she is asked about the entire experience several weeks later, key details that may have
contributed to a better understanding of the entire patient experience have been forgotten now that the
mother has shifted her attention to the newborn child. This "bundled approach" does not accurately reflect
the mother's experience in Labor and Delivery.
Our inTouch Labor and Delivery module was designed specifically to capture patient-satisfaction
information when the mother is transferred to the recovery unit. The information gathered in the Dotcomments'
survey provides the hospital with a detailed report that holds much greater value to managers of the Labor
and Delivery Unit. The questions we pose are specific to the unit and are designed to elicit responses
attuned to the drivers of patient satisfaction in this setting. The survey content also can be customized to
enable the health-care system to achieve any specific objectives.
Three weeks after the health-care system began using the inTouch system to track patient-satisfaction
responses, the Labor and Delivery staff was able to see direct results from the surveys on a real-time basis.
Using our report, the Unit developed improvement plans and began to measure their effectiveness. Sample sizes
began with five to ten patients a quarter and soon grew to more than 250 a quarter - for the Labor and
Delivery Unit alone.
The net result? The information the health-care system received about its patient-satisfaction levels was
better than with previous survey methods. Since it was delivered in real time, the data were captured faster
than in the past and the reports generated from the data were based on a much larger sample size. And,
finally, the entire survey process involved considerably less cost than previous methods.
Today, the health-care complex relies on the inTouch system for patient evaluations of many individual
units. The information captured by our surveys is helping the center to improve the level of customer care it
renders to the community and is playing a major role in the center's growth projections into the future.
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