We are a specialist in helping healthcare organizations understand, measure, and leverage the patient experience.  Our survey programs yield the insights you need to improve people’s experiences and position your organization for greater success.

HCAHPS – As a CMS-certified vendor, we offer a competitively-priced mail survey program that enables you to fully meet your HCAHPS requirements.  In addition, we offer patient surveying using an online approach. This provides a cost-effective way to track progress more frequently, down to the department or even unit level, if you wish.  We also offer optional sentiment analysis, so you can learn what themes or issues underlie your scores.  Click here for more information.

CG-CAHPS – While not yet required, many providers see value in finding out how patients feel about the experience they have as an outpatient.  We use online surveying to obtain timely, relevant feedback from patients—and have gotten solid results across the age spectrum.  Highly-visual reports for the individual physician provide the basis for improving both patient satisfaction and loyalty.  Click here for a White Paper on this topic.

HOSPICE CAHPS – We have been approved by CMS to conduct the official CAHPS survey program, which is now required for hospice facilities with a count of 50 patients or more a year.  Our competitively-priced mail survey approach minimizes disruption to family members in mourning, while yielding the information you need to gauge and improve facility operations.

ICH CAHPS – As a CMS-approved ICH CAHPS survey vendor that has three years of previous experience in surveying dialysis patients, we understand the unique challenges that you and your patients face. We conduct cost-effective mail surveying to meet your CMS requirements and offer the option of adding custom questions. Reporting is fully-customized to your needs and organization.

Other CMS Surveys – As a survey company with over 20 years experience in the world of healthcare, we can conduct other CMS surveys for you—and add customized questions from our QuestionLibrary to supplement your learning.

Customized Surveys – If you have a highly-specialized need, such as surveying a specific group of patients or potential patients on a particular topic, we can help.  We’re experts in survey design–and draw on a host of innovative and traditional methods to conduct the research.  A principal of our firm is always involved, so you can be assured that you’ll get the information you need to achieve Confident Change.®

CASE STUDY – For one of the nation’s top ten medical centers, we sent email invitations to nearly 30,000 outpatients to rate the experience they had with their doctor.  Using the standard CG-CAHPS questions plus a few custom questions, we heard from nearly 10,000 patients, usually within a week of their visit.  The process yielded timely, relevant results, including sentiment analysis, down to the individual physician level. The use of online surveying made the research much more cost-effective than traditional mail or phone surveys.  Click here to read a brief White Paper on this.

Knowing which hospital consumers prefer for specific conditions, and what attributes people associate with your brand, is critical to success in today’s highly competitive marketplace.  Our process provides a reliable “read” on your brand’s reputation. It also provides market-based guidance for delivering a positive patient experience and in executing an effective marketing program.

CASE STUDY – For a regional health system competing with 3 other strong players in its marketplace, including an academic medical center, we found that the system’s strongest asset was its multiple locations.  The client parlayed this finding into a multi-media campaign promoting its ER services, and it significantly boosted not only emergency usage, but also in-patient admissions and referrals to its set of PCPs.

When you need candid and representative input from doctors, are you able to get it?  We have experience in successfully engaging physicians through in-person interviews, in-person focus groups, online focus groups, and online surveys.  With the ability to reach physicians of any type throughout the U.S., our involvement will lend objectivity and credibility to the final results.

CASE STUDY –  A national health services company wanted feedback from certain types of physicians about its proposed branding campaign.  We got it for them, quickly and effectively, using online Bulletin Board Focus Groups, which yielded detailed reactions and a clear consensus on what was working, and what was not.

Are you looking for a new way to get relevant information from patients and members in a HIPAA-compliant and cost-effective manner?  Our new app may be just the ticket.  Users can quickly download our app from the Apple iTunes store or from the Android Marketplace.  Then you can query all of them or target specific sub-groups–and they answer instantly from their smartphones.  Answers are immediately compiled and displayed for you, so you can better meet the challenges of population health management.

CASE STUDY –  As one example, use the app to engage a set of patients with a certain condition, such as diabetes or hypertension, in a six-week study to see if they are taking their medications promptly and regularly, if they have modified their eating habits, if they are exercising consistently, etc.