OrthoTexas is a physician-owned group specializing in complete orthopedic care, surgery, and non-surgical procedures for the total body. Their nine locations offer the latest technology and imaging, in-house physical therapy, and on-site surgical centers. Their organization, one of the largest groups of board-certified, fellowship-trained orthopedic physicians in Texas, began using the SurveyVitals® solution over 2 years ago for their 27 providers.
“We didn’t have a patient satisfaction tool before we chose SurveyVitals. We had no way to measure our patients’ satisfaction levels,” said Tracy Jackson, Vice President of Operations. “But then we heard Bob [SurveyVitals’ President] speak at a conference in Austin, and we knew we had found the tool to take us to the next level,” he continued.
Jackson explained, “One of the features I appreciate most is the Alerts section of the portal. I typically log in to the SurveyVitals portal 2-3 times per week to ensure the managers at our multiple locations are promptly managing their alerts. The new Alerts page makes it easy to manage, track, and archive alerts across all of our locations in one easy spot.”
Mr. Jackson pays particular attention to the Contact Me requests that come in from patients. “It’s imperative to stay on top of any contact requests that come in from patients. While there are always a few patients who don’t really need follow up–perhaps they didn’t fully read the question–it’s worth a few extra phone calls to make sure we promptly address any true patient concerns.”
“In our organization, each manager is responsible for their location’s contact requests. We always add notes to the SurveyVitals system, and mark them as In Progress so everyone can clearly see the status of each open issue. We then attempt to reach out to the patient twice, adding notes about resolution when appropriate. If the patient hasn’t responded after the two attempts, we’ll change the status to Closed.”
Mr. Jackson continued, “Before that new function was launched, I used to spend so much time copying and pasting the contact requests into Outlook, saving them in a pending folder so I could follow up on them as need. I’d have to remind my managers twice a week to check their alerts. The new Alerts functionality has saved me so much time. Now we’re managing all of that information within one spot in the SurveyVitals product.”
“In the end, it’s all about happier patients. They’re pleased that you listened to them, and that increased satisfaction is reflected in our scores,” finished Jackson.Alerts, Best Practice, Contact Me, Nov 2015
Tracy Jackson, Vice President of Operations at OrthoTexas, is thrilled with the amount of time his group saves while using the new Alerts & Contact Me functionality that was rolled out earlier this fall. Here’s a snippet of an email that he recently sent to the SurveyVitals® Support Services team:
LOVE, LOVE, LOVE what I’ve seen on the contact requests and statuses. This will not only save a great deal of my time (and my team’s), but will also help us easily track the alerts and provide timely resolution. Great job and thank you to the SurveyVitals team!
When we asked him what he appreciated most about our patient satisfaction solution, he said:
If we don’t measure it, we can’t improve or hold our group accountable for providing completely patient-focused care. We need to empower and educate our providers, and address the areas we need to improve upon. SurveyVitals helps us meet all of those objectives.
Thanks for sharing your sentiments, Tracy! We’re glad that our solution helps you and your group succeed in today’s rapidly changing environment.Alerts, Contact Me, Nov 2015, Our Clients
The optional “Contact Me” question on the APSQ and SPSQ surveys has been updated. Originally implemented in May, the question allows patients to request a phone call or email from the contact you’ve designated to discuss an aspect of their experience. SurveyVitals then provides you their contact information for immediate action.
Original: Would you like to be contacted to discuss your experience?
Revised: Do you need to be contacted by a representative of your provider to discuss your experience?
We hope this subtle change in wording provides even more valuable feedback to your organization. If you would like to learn more about this feature or have it added to your solution, please contact us.Contact Me
Same great views now allowing you to:
“High patient satisfaction is related to increased market share, financial growth, diminished malpractice claims, and enhanced compensation rates” (Shirley & Sanders, 2013).
Now when a patient answers “Yes” to the question “Would you like to be contacted to discuss your experience?”, a contact request notification is created with their contact information. Securely viewed in your portal, with alert options via email, contact requests contain contact information. No more guessing how to reach a patient who leaves a critical comment or concern.
Please note it is important for your organization to designate a quality specialist to respond to every contact request you receive. A quick response from your organization is a major factor in patient satisfaction and reduced malpractice liability.
Keep your alerts to a minimum, like your inbox, with the archive button: access archived alerts and contact requests anytime you want while maintaining an active list of alerts.
Now available at the top of your redesigned alerts page, filtering allows you to look at custom criteria more quickly. You’ll also find a keyword search to quickly access exactly the alert you were looking for. The filter section allows you to filter by all notifications, survey alerts, or contact requests. Use the search to add anything you would like, like a division name for example.Alerts, Contact Me, notifications, patient experience
On January 17 and 18, SurveyVitals will be exhibiting at Practice Management 2020 in Las Vegas. Stop by and say hi to CEO Bob Vosburgh and team members Devon Smith and Meg Rust in booth #510. We’ll be onsite to answer questions about all things SurveyVitals and to provide insights into how to best utilize […]
Better understand patient concerns with our low-score survey logic, now included on our Standard Patient Satisfaction Questionnaire (SPSQ). When patients select a score of a ‘1’ or ‘2’ on the five-point Likert scale for any standard survey question, they will be prompted to leave a comment describing their experience in that area. The long-term use […]
Nearly 90 percent of patients look to online reviews when choosing a physician, so increasing a positive presence online is more important than ever. SurveyVitals’ Public Review feature helped healthcare providers and organizations proactively build their online reputation and improve their search rank in 2019. The feature drives verified patients to leave public reviews about […]
Together with our clients, we reached 10 million surveys in the SurveyVitals comparative benchmark. Thank you for helping us achieve this incredible milestone! With over 16,000 clinicians across 85 specialties utilizing SurveyVitals at over 3,500 locations, we are excited to watch this benchmark continue to grow. Your partnership and each interaction with your patients strengthens […]