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Methodist Health introduces new patient experience call program

Methodist Health introduces new patient experience call program

Methodist Health has partnered with Real-time Feedback by NRC Health to provide outreach calls to inpatients, outpatients, as well as patients seen at clinic locations. Within 24 hours of receiving the patient record, patients will receive an automated phone call from a local number (270-826-1634) asking them about their healthcare visit.

“The assessment uses short open ended surveys to focus on the aspects that matter most to patients during an experience with the provider,” said Kelly Haynes, MSN, RN, Director of Nursing Operations/Patient Experience. If attempts to reach the patient by phone are unsuccessful, a text will be sent with a link to a web-based assessment.

Prior to contracting with NRC, hard copy mail out surveys had been used to gauge patient satisfaction. Haynes continued, “As an organization, we wanted to look at real time data in all our areas. The response rates from the paper survey had been declining over the last year and not providing the organization much useful information. This new process will provide us with feedback in a timely manner so any remaining service concerns or clinical questions can be addressed.”

The information obtained from the real-time surveys will be shared via provider scorecards and comparison reports. The feedback obtained will then be reviewed on key measures to identify opportunities for improving the patient experience.

“We are excited to be partnering with Real-time Feedback by NRC Health to continuously improve the patient experience, providing real-time reporting and recognition to our staff.”