What is the best method to collect patient satisfaction data?

Everybody loves online surveys, right? They are quick, affordable, and meet the people where they are. However, telephone surveys—with their ability to break down language and other demographic barriers—have their fans, too. Many organizations are convinced that they want to do online surveys because they’re cheaper and circumvent the hidden costs of producing mail and handout surveys. When the circumstances are right, online surveys get good data and are cost-effective. The same phrase can be said for telephone surveys, too!??

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When a Telephone Survey Might Be the Right Call??

When you’re trying to figure out what a patient thinks of their experience, human-to-human interaction is best. A live phone agent can dive into how they feel about the quality of care you deliver, and why they choose specific organizations to be treated at when sick. A supplemental “but why” can open the door to areas of improvements or praise for your staff. Those golden nuggets of information do not exist on a black and white, online questionnaire. Several organizations try to automate the telephone survey process with interactive voice response (IVR) technology, but the artificial interviewing experience of speaking to automated responses often leaves room to be desired. That’s why we leverage a 100% human interviewing team during telephone surveys, and the results speak for themselves. Patients talk to PRC; once we get them on the phone, we complete 90% of the surveys we begin. In a dispersed population, telephone research yields greater participation than any other methodology.?

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Type of Methodologies Provided By PRC?

TELEPHONE?

• Higher completion/response rates than any methodology and vs. IVR?
• PRC’s telephone approach is unique due to using 100% live interviewers?
• More personal than being turned over to a computer?
• Interviewer is able to refocus patient to date of service experience?
• All calls are digitally recorded?
• Voices of the patients can be listened to?

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ESURVEY?

• Lowest cost-per-completed-survey for large volume service areas?
• Hospital logos included?
• Provider Studies can include Physician?photos?
• Demographic drill-down abilities?
• Ability to be completed on patient’s schedule?
• Real-time results reported?

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POINT OF CARE?

• Has ability to be offered to every patient?
• Has risk of not being distributed to unhappy?patients?
• Quickest turnaround of patient perception?

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QR CODE?

• Best used for sensitive service areas with lower volume patient numbers?
• Not recommended for broad service areas due to less ability for drill down capabilities?
• Has risk of not being distributed to unhappy patients?

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MAIL/PAPER SURVEY?

• Most expensive methodology on a cost-per- completed-survey basis?
• Slowest methodology?
• Only recommended when required as part of?CMS guidelines to follow proper procedures on?MIPS CAHPS?or Primary Care First.?
• Delayed response time for all other service areas?
• Patient handwritten comments can be difficult to read/process?

Given the wide array of surveys available for organizations to conduct, some methodologies are better than others to collect meaningful insights for the respective survey type. Are you wondering what type of survey is appropriate for a specific topic? We have a pro-con list created just for you. Reach out at [email protected]?

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