Filed under: Case Study | Tags: customer service surveys, ipad surveys, iPhone surveys, mobile surveys, restaurant survey app
With the new technology, clients would be hard-pressed to miss the opportunity to participate. The visual nature of an iPod kiosk lets visitors know their opinion is heard and desired. Encouraging participation from all clients provides a fuller picture of the customer experience.
As in any healthcare environment with a high level of personal interaction, input and feedback is necessary to maintain the highest level of vet service. Real-time surveys make it quick and easy to obtain opinions and ideas without creating new administrative busy work. Kiosks are perfect for organizations like pet hospitals with limited staff to take advantage of the benefits provided by real-time surveys.
Healthcare facility management is at its most challenging in the current economic times. Balancing budget challenges with the constantly mounting need for services and support, non-profit animal hospitals like the MSPCA must still maintain spotless records, satisfy their clients, and provide data for veterinarians to improve pet healthcare services. Real-time surveys allow organizations like the MSPCA Angell Animal Hospital to do just that.
Filed under: Case Study | Tags: customer feedback, pet owner satisfaction, real-time survey reporting
Real-time surveys can help animal hospitals improve the efficiency of their operations, strengthen visitor interaction, and provide a cost effective way for veterinarians to identify opportunities in their services. It can also let them know how pet owners feel about the healthcare their pets are receiving. Building on the successful practice by the Naperville Animal Hospital, the Massachusetts Society for the Prevention of Cruelty to Animals has brought the latest technology to the patrons of the Angell Memorial Hospital.
MSPCA-Angell is a private, non-profit veterinary hospital based in Boston, MA. Maintaining the lean operations of a successful healthcare environment takes innovative and creative thinking, and MSPCA-Angell’s new inclusion of real-time surveys facilitate cost-effective feedback useful for veterinarians and increased interaction with pet owners.
Like many hospitals, the key to good animal hospital management is great record-keeping and constant feedback of pet owner satisfaction. Keeping records in an easily stored and transmittable format improves the process of tracking feedback and service improvements. Veterinarians and administrative staff can mine data from these surveys to identify areas of particular interest to hospital clients. Employees and volunteers are relieved of the burden of excess and superfluous paperwork, freeing up time often wasted on administrative tasks. The real-time survey eliminates the added costs of post-visit followups to gauge pet owner satisfaction.
Filed under: Case Study | Tags: customer service surveys, hospital surveys, iPhone surveys, mobile restaurant surveys, Survey On The Spot
Need to know how your organization is operating — straight from the operating room? At hospitals and medical centers, patients are always the top priority. Tift Regional Medical Center in Tifton, Georgia has improved care and satisfied patients in the Emergency Care facility by offering real-time patient experience surveys.
Surveying patients in real time improves hospital functions from top to bottom.
For patients, accessibility is key. iPods with the surveys are given to patients by hospital volunteers, providing convenience and mobility as patients are sent to other parts of the medical center. Easy-to-use technology allows patients to answer survey questions quickly and easily, communicating the most accurate recollection of their experience in the emergency facility. Tift Regional Medical Center can identify key points in the patient experience without weighing down patients with piles of paperwork. iPods make survey taking seem exciting for users new to the technology. It also creates a visible communication focus, highlighting to patients the hospital’s dedication to improving patient experience and responding to patient concerns.
Clear answers make healthier patients. Patients can input relevant information that is quickly documented. Physicians can call up survey feedback, past and present, easily and promptly. Better communication means enhanced physician understanding, necessary for moving toward better patient care.
The hospital benefits from this new technology extend beyond patient interaction. Being able to express their concerns instantly encourages accurate feedback from the patients, giving hospitals a clearer understanding of the patient experience. Digitized responses are easily stored and survey results require no data entry or administrative delays, improving documentation and speeding up analysis for hospitals to make necessary reform. Hospital accountability is enhanced and treatment is improved.
From the data-collection and communication enhancements to the accountability and patient experience benefits, real-time surveys are a means for hospitals and medical centers to improve patient care and safety.
