What our Clients are Saying about the Excellence 24/7 Patient Outreach Process
We asked the front line staff at several of our client hospitals to provide their thoughts on the Excellence 24/7 Patient Outreach Process.
One question we asked of these staff members was:
“What works well and what should we do differently, as a part of the Patient Outreach Process?”
Here are some of the replies to that question:
I think it is a great process.
Parents and guardians seem to love this system! It helps that they can just submit a question and we are personally calling them back to answer questions and help to alleviate some anxiety about the exam, prior to arriving here for the exam.
The output we receive is truly great. We found that this opens up a clear line of communication between us and families. I wish it was not all in email format or that it went to some central email. Sometimes they all get mixed up when I am working on more than one at a time.
I feel that everything works I love the communication with the families and I also enjoy receiving the feedback good or bad. I do often get survey's with nothing writing on them it just says time. So I think in those instances I would like it to be a little more clear. otherwise I enjoy this new process
What works well? The process itself. We seem to seldom have any patients that "fall through the cracks". The ability to handle issues and concerns prior to the patient's arrival is a tremendous help for both the patient as well as the staff. The ability to give that added "we really care about you" is hard to measure. I think we have experienced an added bonus by having the modality specific issues routed to the individual areas. The staff members who have been chosen to respond to the questions have really taken ownership of that task. They are made to feel much more a part of the whole patient satisfaction experience. When a patient and their family have had a great experience, there is a sense of pride of a job well done that is extremely satisfying.
I feel the pre-surveys are great for the fluoro area and for patients who are concerned about the upcoming exams.
I think the pre-survey is an invaluable service. Reaching out to our patients and their families before they arrive to help lower their stress level has been very well received by out guests. I also have come to value and anticipate the post-surveys. It is always helpful to know how we can do better for our patient's next time they visit, as well as what we did really well for them too. I love when staff members are recognized and praised for the wonderful things they do. I think that the during- survey is the least utilized tool in the process. I believe that is because the pre-surveys are handled so completely and efficiently.
It all works well - we receive a lot of questions and feedback.
The pre-appointment opportunity for the parent to ask questions and seek clarity huge part of this process. It is great getting the good feedback and not good feedback after the exam, but to be able to answer a few questions and make the patient and parent experience better is truly beneficial to our department.
It is great that parents can ask questions pertaining to the patient exam, prior to coming in for testing. This keeps the patient and parents well informed.
Provides us with the opportunity to clarify exams, preps, and procedures with families before the arrive. Also provides feedback from their visit.
Another question that we asked was:
“Have you observed any changes in the workplace as a result of the process?”
And here are some of the replies to that query:
Yes, less confusion and upset parents.
Yes. We are having more patients arrive on time and seem to be having less no shows, since they are being reminded of with the email.
We have certainly observed changes in the workplace. Our staff really appreciate the positive feedback and recognition we get from families. As supervisory staff we truly enjoy providing this lovely as well as often specific feedback to staff.
YES our Press Ganey scores have went up and I have even noticed patients are prepped better because they are able to inquire directly to the sonographers when they have questions about preps.
It is great feedback for the staff. The positive comments are uplifting and motivating.
Staff love to know they were recognized by name... I love reading them and emailing parents etc. I LOVE IT
Absolutely, we are already seeing patients anticipate getting the surveys. Our guests are much more relaxed and less stressed coming to a procedure that they have been able to have all concerns regarding the unknown addressed prior to arrival. In radiology the term "24/7" has become simply part of our vernacular. The staff knows that excellence is expected and that is the goal to strive for when customer service is the topic.
Better communication for pre-procedure needs, better feedback on services and staff recognition
I believe the techs appreciate being able to help patient prior to the exam.
Absolutely, the very culture of our radiology department has been changed. We have gotten too he point now that patients will say I had questions, but I knew someone would reach out to us before our visit so I was completely prepared for the exam. Which is amazing because that tells me that not only have we changed the culture of our department, but that of our patients expectations as well.
I think we all agree that we have helped parents and the increased gratitude to our staff is seen
Absolutely. This systems provides us the opportunity to better prepare patients for upcoming appointments, make improvements to our processed for our patients, and give staff recognition from families. Great system!!
The parents are more informed of the exams and what their child can expect, better exam outcomes.
More patients seem to be better prepped for exams, whether correctly in NPO times and exam prep, or explanation prior to coming in for imaging tests.
We have been able to answer questions prior to exam that may not have been addressed at the time of scheduling the appointment.
We are able to accommodate parents better with ahead notice supplied by these inputs from parents
The 24/7 Excellence is a great communication tool that provides quick helpful response.
Yes definitely, staff is more accommodating to families who complete these surveys and indicate their child has difficulty as they are more understanding of their needs and can plan accordingly.
And our favorite comment from a client staff member!
“We like your product, but we really love your service!”