One of the primary issues healthcare organizations face is the ability to meet the needs of their consumers and physicians. CareMount Medical, the largest independent medical group in New York, faced a similar problem when leadership realized the organization’s process for collecting patient feedback was lacking. Through their previous CAHPS program, the organization only had a 10% response rate and providers were lucky if they received 30 returns per year.
In order to improve the patient experience, CareMount Medical strategically implemented the NRC Health Real-time feedback program in July of 2017, which allowed the team to reach out to 100% of their patients and remain CAHPS-compliant. After the switch, patients were completing surveys 24-48 hours after their visit—drastically increasing the patient response rate to 30%. Physicians now receive more than 350 returns per year, on average.
As a result of these changes, CareMount has seen a huge transformation in its culture. These changes include exceeding the expectations of patients and physicians alike, improving patient acquisition and physician recruitment, and ultimately providing the level of care their patients deserve.
→ Understand the impact of Real-time feedback at CareMount Medical.
→ Hear how Real-time feedback has engaged physicians and allowed for physician coaching.
→ Define how internal sharing of patient feedback can change the way care is delivered, improve the patient experience, and drive patient loyalty.