Good Samaritan has partnered with Real-time Feedback by NRC Health to gather
patient experience feedback. Real-time Feedback is a patient experience
program that supports organizations to improve the patient experience
and help drive service recovery.
For many years, Good Samaritan has sent paper patient satisfaction surveys
to its patients by mail. With this new program and vendor, patient experience
surveys will now be in the form of emails and phone calls that consist
of no more than 13 questions. Patients will also receive their email or
phone call within 3 days of their visit to Good Samaritan or one of its
providers. Good Samaritan patients are now getting surveyed in this new format.
“This new way of surveying our patients came from a desire to develop
an easier feedback mechanism that is more timely and less cumbersome.
Some of the paper surveys we were sending previously had upward of 60
questions, and we realize that people are busy now and don’t have
the time to answer so many questions,” stated Rob McLin, President
and CEO at Good Samaritan. “This new program is also going to allow
us to survey all of our patients. Previously, we only had the ability
to survey a certain percentage of patients who were randomly selected
to receive a survey.”
Real-time Feedback program results demonstrate a statistically significant
impact to enhancing patients’ experience and perception of care.
“Because patients will be receiving a survey so quickly after a
visit, it’s going to help us address any feedback that has been
gathered in a more timely manner,” stated McLin.
Most of the phone survey calls will be via an Interactive Voice Response,
a technology that allows a computer to interact with humans through the
use of voice and keypad input, and should only take a couple of minutes.
Government mandated surveys called Consumer Assessment of Healthcare Providers
and Systems, or CAHPS, will be made by a live caller, and will include
more questions. These CAHPS surveys will include inpatients, hospice,
outpatient surgery and endoscopy patients. The interactive and live calls
will show up on a caller ID as a Good Samaritan phone number.