High-performing organizations are moving to real-time data-capture from companies like PREMEDEX. A blend of human outreach and automated outreach is used to increase engagement, enhance the patient journey and deliver immediate insights. The data below is from Oct 1 to Jan 31 at a 900+ bed medical center. The program targets select patients discharging from inpatient and outpatient departments. Key metrics:
- 12,123 patients received timely communication
- 81.3% connection rate with patients
- 75.9% completed the survey assessment
- 919 issues identified for service recovery or clinical support
- 99% of issues were tracked to closure within 24 hours
- 1,700+ nursing hours per month redirected to more intense patient care
- Customer exceeded HCAHPS goals in every area (see chart at top). Actual data displaying HCAHPS scores for patients who receive the PREMEDEX real-time follow-up (YES Column) compared to those who don’t (NO Column).
This program blended patient experience and clinical compliance in order to identify service recovery and discharge instruction / symptom management reinforcement. Reallocating a portion of spend from HCAHPS surveys to real-time feedback solutions generates a much higher return on investment and provides better data for experience, staff recognition, referral management, and reputation management initiatives.
Contact PREMEDEX today to learn more or call 877-784-7388 to arrange a free consultation.