Distribution Methodologies
- Electronic POS
- Text
- POS
- Telephone
- Hybrid
Certified Vendor for
- CG-CAHPS
- HCAHPS
- ACO CAHPS
- CAHPS for MIPS
- HH CAHPS
- OAS CAHPS
Engage Your Workforce
Insider engagement surveys measure the perceptions of critical workplace factors, which directly correlate to patient satisfaction.
Confidential & Customized
Promote privacy among respondents to collect valuable and confidential feedback. Customize the survey questions to meet the needs of your unique team and organization.
360 Degree Design
Our approach includes mirrored questions for managers and physicians to self-assess performance. The results often uncover disconnects between staff and practice leaders.
Actionable Feedback
The results of your insider engagement survey provide valuable data to help set priorities for improving insider satisfaction, loyalty, and commitment to your mission.
Connect With Your Referral Base
Referring Physician Surveys help you market your practice, boost referrals and increase your revenue.
Gauge Satisfaction
Learn how your referral sources rate your practice and what patients say when they return to their primary care physician.
Market Your Practice
Another valuable benefit of a Referring Physician Survey is the ability to market a new provider, service, location, etc. to your referral base.
Set Priorities to Improve
After information is collected, use clear reports to help set priorities for improving work processes and referrer satisfaction.
Demystify With a Deep Dive
Feedback from our mystery shopping programs provide additional layers of data in understanding how patients experience your practice.
Mystery Calls
Calls are completed using a customized checklist over a period of time. The individual call reports provide specific feedback regarding how callers are treated in a straightforward, easy-to-read manner.
Key service indicators include but not limited to:
- Overall ease of scheduling the appointment
- Ease of using the telephone system/auto attendant
- Tone, manner, attentiveness and warmth of scheduler/receptionist
- Helpfulness of scheduler/receptionist
- Thoroughness of information given to patients
Mystery Patient Visits
We can complete one or more mystery patient visits in a medical setting to identify strengths and limitations from the patient’s perspective.
Feedback is provided from the following areas of an encounter (including but not limited to):
- Appointment scheduler, hold times, appointment availability, general impressions
- Visit feedback on office appearance and signage, comfort, staff interactions, wait times, and exam room procedures
- Provider Performance including greeting techniques, active listening skills, method for ending the encounter
- Check out process and parting comments at patient departure
Self-Directed Mystery Patient Visits
Another option to garner feedback from patients is through self-directed mystery patient visits. We’ll work with you to use your own patients who will function as “mystery shoppers” and report on their experience, using a customized form. It’s proven to be cost effective for small and larger organizations alike.
Sit & See Observations
Our program involves SLG-trained observers who sit unobtrusively in the reception areas, waiting rooms and hospital lobbies to watch the interaction between employees and patients and their families.