Our survey tool is created in such a way as to provide the greatest benefit to providers who share our core values. The tool is designed to aid providers that recognize individuals as the most important part of health care, and are very committed to ensure the satisfaction of those individuals.
It seems as though most providers would identify with our core values, but it is our experience that some provider's primary goal with measuring satisfaction is to validate to themselves, and to others, that they are providing a high level of care, rather than using the data collected to improve their care-giving.
While our survey process will indicate if a provider is, in fact, providing quality care, the purpose of the survey is to understand the patient's experience, identify opportunities for improvement, and learn directly from the patient and their loved ones how to strengthen those areas.
The survey and reports are structured in such a way that the recommendations for improvement come directly from the customers. The reports are intuitive and easy to read. They are designed so that our customers do not have to pay for expensive consultants to help them interpret the results. Rarely do we have to make recommendations about how to improve scores. The recommendations come directly from the customers and are contained within the reports.
Because we gather this type of feedback there are several natural benefits to receiving this data. Here we will identify and discuss five of these benefits.
- Patient-Centered Care
- Hedging Serious Problems Before They Erupt
- Preparedness for QIS Survey
- Increase in Length of Stay
- Increase in Overall Satisfaction
Because the facility receives one interview transcript for each individual, and 98% of those interviews include the patient's name, it becomes very natural to evaluate your satisfaction levels on an individual basis.
Operators become concerned with what they are doing to meet the needs of each of their individual patients. They receive guidance from those patients and their family members about what they can do to better meet their needs.
One of the questions asks what the respondent values most in their care. A common practice among our clients is to include the response to that question in the patient's chart, so staff members are always aware of what the patient values most. They ensure that individual need is being met.
Hedging Serious Problems Before They Erupt
The Comment Alert™ process allows providers to get immediate notification of serious problems or threats. These notifications serve as catalysts for important conversations that mitigate potential areas of risk. These warnings help operators understand how to prevent these patterns from repeating.
Recently one of our clients from Salt Lake City mentioned to us that he would never forget the day he got a comment alert where the respondent told our interviewer that they were planning to sue the care provider. Our client was able to call them immediately and prevent the situation from going to litigation. These alerts are especially valuable in litigious atmospheres.
Preparedness for QIS Survey
Last year a client from Vermont called us after she completed her QIS survey. The survey had gone very well and she was calling to thank us for helping her prepare. Because the new QIS survey begins with patient and family member interviews it was very important to her to know how each of her patients felt about their care.
She was able to focus on those individuals that had potential issues well before the QIS survey. While we don't ask all of the same questions that are asked as part of the QIS patient interview, Pinnacle's interview process will highlight individuals with potential problems.
Increase in Length of Stay
Our service helps increase the average length of stay in two ways: first, by interviewing discharged patients and asking them how they are adjusting to their new surroundings. Some of these patients will have adjusted poorly and are in need of a readmission back to the facility.
Second, if a patient is more satisfied with their stay, they are more likely to stay for the entire length of their treatment plan. Dissatisfied customers will opt to leave early or perhaps transfer to another location.
Pinnacle's survey process is designed to identify these patients who are at risk and provide solutions directly from the respondent.
In 2009, a case study was done with a corporation where 22 of its buildings began using Pinnacle's Customer Satisfaction tool and 29 buildings did not. In as little as four months of using the customer satisfaction tool, the 22 facilities saw their average length of stay increase by 1.05%. The control group, however, saw their average length of stay decrease by 2.43% during the same amount of time. A 3.5% swing in an average length of stay can have a substantial impact on a facility.
Increase in Overall Satisfaction
The ultimate goal of the survey tool is to increase each individual's satisfaction levels. As stated before, this is done by identifying areas of deficiency and providing first-hand commentary on how to improve those areas.
We *studied the satisfaction levels of facilities that have started using Pinnacle's survey tool within the last five years. We found that after a two year period, 68% of those clients saw an increase in their average rating of the “Overall quality of stay” question.
*Clients must have started on service within the last five years and had at least three years worth of satisfaction data to be eligible for study. In order to have accurate results, the difference was calculated using the 12-month average score after 1 year on service vs. the 12-month average score after 3 years on service.