Professional Patient Satisfaction and Experience Surveys:
Because Knowing the Truth Matters

"Can't I administer surveys to patients on-site and save money?" Some centers ask this question and attempt to conduct surveys on their own in an effort to save scarce financial resources. However, when the cost of administration (labor and resources) is factored together with the quality of the end-product (knowing what your patients really think and say), these organizations may be selling themselves short. Outsourcing patient satisfaction measurement, tabulation, processing, and reporting allows healthcare providers to not only improve outcomes but also to focus on what they do best...providing quality healthcare.

The Rapid-Response System allows healthcare organizations with limited resources to balance the need for a high-quality professional survey with cost-constraints. The end result is a quality mission-related strategic scorecard measure and tool resulting in higher patient satisfaction. Improved patient satisfaction has been empirically proven to translate into better clinical outcomes, increased patient loyalty, improved community image, and improved financial performance.

Developed through years of experience working with health centers, the table below compares the Rapid-Response Survey to the typical internally administered survey system feature-by-feature:

Differences between center-administered patient satisfaction surveys and the Rapid-Response System:

Feature	Internal Survey	Crossroads Group Survey
Sampling Reliability	Convenience Sample	Random Sample 95% Confidencence Level
Sampling Validity	Biased	High
Report Frequency	Low and Unpredictable	Frequent, On-schedule
Sample Size (n)	Small or too large	Statistically significant by-site
Staff Burden	High/Distracting	Almost none- focus on care
Verbatim Comment Detail	Low	High Detail- Root Causes Probed
Respondent Bias	Potentially High	Low- third party
Consistency	Varied	Standardized
Benchmarking	No	Yes
Report Quality	Fair or Poor	High- Professional
Impact/Result	Compliance focus	Improvement focus

Patient satisfaction relates to the core mission of any health provider and is just too important not to do it right. This system is much more effective than any internal or third-party system and can be implemented in a community health setting without breaking the budget. No system offers this much value, including the following report features (samples available):

• Detailed verbatim comments, providing "root-cause" information (often with the detail of a mystery shop)
• Aggregate reports (all sites combined)
• Site-specific reports (for site managers and staff)
• By-specialty scores
• By-reception desk reports
• Access-to-care reports (urgent vs. routine, walk-ins vs. appointments)
• New patient satisfaction and awareness sources
• Service Recovery Report and Alerts
• Cross-tabulation Reports
• Staff reward & recognition reporting

Allow The Crossroads Group to provide you with a free no-obligation estimate of what it would take to implement The Rapid-Response System in your organization.

To review recent client testimonials or complementary sample reports, contact us at 888-412-0160 or by e-mail at info@CrossroadsGrp.com.