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Case Studies: Real-time Patient Satisfaction Tool Provides Emergency Departments Better Training and Support

Case Study

Real-time Patient Satisfaction Tool Provides Emergency Departments Better Training and Support

hospital location Envision Physician Services Partner Facilities

hospital challenges Hospital Challenges

Feedback is critical for the emergency department’s (E.D.) quality improvement process, but the services offered by many patient satisfaction survey companies are disappointing. These expensive surveys may fail to include enough patients, and often, their results are so delayed that they provide minimal value in helping to identify or correct issues, making it difficult for the medical director and physicians to know where to focus their improvement efforts. Our goal is to offer our hospital partners an effective, on-site, real-time patient satisfaction program to provide information needed to make meaningful improvements.

RESULTS

Progress Review
Surveys are compiled into reports for the physician to review and track progress

Instant Notification
Instantaneous patient satisfaction/dissatisfaction alerts can be sent to E.D. nursing leader or staff, medical director and on-duty administrator

Superior Conversions
Completion percentage of “surveys to E.D. visits” averages more than 20 percent, far exceeding the return rate of many survey tools

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