If you liked the breakfasts, press 3
How can patient satisfaction paper surveys be accurate when they are usually filled out under the worst possible circumstances? Newly discharged patients are often tired and in pain, and have larger issues on their mind than yet another survey. Paper surveys could soon go the way of rotary dials.
Cleveland-based MetroHealth System had return rates of less than 50% on paper surveys, so administrators there looked for a better way. As part of a pilot study, the facility teamed with Sprint Healthcare Systems in Overland Park, KS, and switched to an interactive automated phone survey. Patients leaving the hospital get a phone card containing the lure of 15 minutes of free long distance for calling a toll-free number. When they call, they are asked several questions about their hospital experience, ranging from their opinion of their physicians, to the food, and even the parking. The phone survey system could help a hospital coordinate its follow-up care as well. Phone cards could be mailed out to former patients to evaluate the billing process and, at the same time, see how their recovery is coming. For more information, call Sprint’s toll-free number: (888) NAVIGEN.
Following are names and telephone numbers of sources quoted in this issue:
• Robert Luttman, principal; Robert Luttman and Associates, Medfield, MA. Telephone: (617) 327-6253.
• Michelle Pelling, MBA, RN, president; PROPELL, Portland, OR. Telephone: (503) 641-1987.
• Sharon Baschon, RN, The Baschon Group, Durham, NC. Telephone: (919) 383-1108.
• Rachel Hayes, William M. Mercer, San Francisco. Telephone: (415) 393-5200.
• Jan Maronde, RN, CPHQ, executive director; Healthcare Quality Certification Board, San Gabriel, CA. Telephone: (818) 286-8074; e-mail: [email protected]
• Sarah Tackett, ART, BS, CPHQ, president; National Association for Healthcare Quality, Glenview, IL. Telephone: (847) 375-4720.
• Ben St. John, public affairs officer; Office of the Inspector General, Washington, DC. Telephone: (202) 619-1343.
• Elizabeth Engberg, senior research analyst; Service Employees International Union, Washington, DC. Telephone: (202) 898-3426.
• Janet McIntyre, spokeswoman; Joint Commission for Accreditation of Healthcare Organizations, Oakbrook Terrace, IL. Telephone: (630) 792-5635.
• Judy Homa-Lowry, RN, MS, CPHQ, Homa-Lowry Consulting, Canton, MI. Telephone: (313) 459-9333.
• Patrice Spath, ART, BA, consultant in health care quality and resource management, Forest Grove, OR. (503) 357-9185.
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