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Real Time Patient Feedback in ...Not Months

Q-ReviewsSM is a real-time digital engagement platform that gives patients and employees a voice to share their feedback. Our solutions elevate performance improvement and drive service recovery. Q-Reviews is a mobile and web-based platform that captures immediate real-time HIPAA-secure patient feedback. We provide a robust patient service recovery tool that improves care delivery and the patient experience while also building a positive brand.

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“Our patients deserve to have their voices heard, and this tool gives us the ability to not only listen to, but also improve patients’ experience in real-time. This tool helps us achieve our overarching goal of making Beacon a welcoming place where patients know and feel that we care about them.”
Lori
Lori Turner
Chief Marketing, Innovation, and Customer Experience Officer, Beacon Health System, South Bend, IN
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America's Top Health Systems Rely on Quality Reviews

Beacon Health System
Cityblock
Family Health Centers at NYU Langone
Flushing Hospital Medical Center
Jamaica Hospital Medical Center
Lewis County Health System
MediSys Health Network
Maimonides Medical Center
MedStar health
Memorial Sloan Kettering Cancer Center
New Hope Fertility Center
NorthShore University Health System
RMA of New York
Schneck
Sonoma Valley Hospital
TJH Medical Services, PC
Wyckoff Heights Medical Center
NYU Langone Health
Mount Sinai
Hospital for Special Surgery
Grady
patient survey
Grouped

Patient Experience Made Simple

Do any of these pain points sound familiar?

  • Low response rates to patient surveys sent out
  • Long periods in between survey replies that create a lag in making improvements to patient experience processes
  • Inability to measure staff engagement and set up action plans for employee improvement
  • Constant headaches of spending hours putting together reports for leadership with meaningful data

Our Solutions

Patients and their families have more healthcare choices than ever before. If patients have negative experiences at their healthcare provider, they go somewhere else – they don’t bother to tell you. What you don’t know will inevitably hurt your organization over the long term. We have developed a suite of solutions designed to keep patients happy and loyal.
Grouped
Square
Square
Outpatient satisfaction Score
Square

Q-Reviews

Q-Reviews has built service recovery solutions to allow your staff to respond to and address patients’ concerns in real-time.

Q-Rounding

Q-Rounding is designed to give patients a voice while in the hospital without increasing the workload on providers or administrators.

Q-Engagement

Engaged employees are more productive - there is a correlation between happy employees and a positive patient experience.

Traditional Survey Methods Do Not Work

  • Paper based surveys have low response rates
  • Paper and email surveys are too long
  • Surveys capture retroactive data
  • Outdated methodologies phone and mail

Benefits of Quality Reviews Text Survey

  • Text surveys have higher response rates in all care settings
  • Gather and analyze data from patients, employees, and families in real time
  • Short 5-10 question surveys
  • Decrease external complaints on social media
  • Improve performance metrics

Traditional

e.g. paper surveys
$$$$
  • Feedback Time 1-3 Months
  • Response Rate <2%
  • Cost $$$$

Quality Reviews

Immediate Response
$
  • Feedback Time Instant
  • Response Rate ~30%
  • Cost $
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Outpatient satisfaction survey
Square

Online Reputation Management

Texting Patients immediately following an episode of care gives your organization the power to proactively tackle negative feedback

  • Capturing and sharing positive reviews helps build brand awareness and trust
  • Don’t be blindsided by negative reviews on social media due to delayed patient feedback from traditional surveys
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0 M
Patient Encounters
0
Minutes Median Response Time
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of the Top 35 Hospitals are Clients

Client Testimonials

“Our patients deserve to have their voices heard, and this tool gives us the ability to not only listen to, but also improve patients’ experience in real-time. This tool helps us achieve our overarching goal of making Beacon a welcoming place where patients know and feel that we care about them.”
Lori TurnerChief Marketing, Innovation, and Customer Experience Officer, Beacon Health System, South Bend, IN
Lori Turner
“We're delighted by the instant feedback, which gives us the ability to act right away. The Quality Reviews team is extremely responsive - should any issues arise, they're on it right away.”
Mark Kobe, RN MPAChief Nursing Officer, Sonoma Valley Hospital, Sonoma, CA
Mark Kobe, RN MPA
“Quality Reviews' real-time feedback tool helps us focus on delivering compassion and empathy during our patients' fertility journey. For any healthcare organization who takes patient experience seriously, using this tool is game-changing.”
Alan Copperman, MD, FACOGFounder and Medical Director, RMA of New York
Alan Copperman, MD, FACOG
“While HSS has maintained a strong leadership position in the delivery of specialized orthopedic and rheumatologic care, we are also enthusiastic about continuously working to elevate the patient experience. Q-Reviews helps us do just that"
Mark AngeloVice President of Innovation and Business Development, Hospital For Special Surgery
“Service recovery and patient loyalty is a major focus point for the organization, so Q-Reviews has become the way we look at patient loyalty for Immediate Care. In Immediate Care, we are first-impression makers for the organization, so we want to make sure we're putting our best face forward. The tool is simple, and it's on the phone; we know that we are getting it to patients in a way that's easy and not intrusive."
Katie LammieDirector, Medical Group Operations, NorthShore University HealthSystem
“More traditional surveys take weeks to administer and while they provide valuable information, they do not resolve the issue of simply listening to how our patients feel at the point of care or shortly thereafter”
Larry McReynoldsNYU Family Health Centers President
“We can start each day reviewing critical performance information from the day before and then immediately address problem areas”
Carl Ramsay, M.D.Vice President, Emergency Medicine Clinical Operations, All Mount Sinai Health System hospitals
“The system is fast enough to enable our staff to use the information to improve our patients’ experience within minutes or hours while they remain under our care in the hospital”
David Reich, MD,President and Chief Operating Officer, The Mount Sinai Hospital
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Case Studies and White Papers

Patient Satisfaction Scores

Client Case Study

2 pages, published February 2019

Inspiring Patient Loyalty Through Service Recovery

The Rise of the Healthcare Consumer

7 pages

Patient Satisfaction Scores

Patient Satisfaction Correlation Study

2 pages, published May 2017

Patient Satisfaction Scores

Cancer Case Study

2 pages, published June 2015

News & Press

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Text-Based Customer Surveys
ANCC® Magnet Certification and Re-certification

ANCC® Magnet Certification and Re-certification

ANCC® Magnet Certification and Re-certification

Quality Reviews, working collaboratively with the American Nurses Credentialing Center (ANCC), created a crosswalk of Quality Reviews’ questions to the nine patient satisfaction categories (see below) delineated in 2014 and 2019 Magnet® Application Manuals. This crosswalk was approved by ANCC in November 2017.

    • Patient engagement / patient-centered care
    • Care coordination
    • Safety
    • Service recovery (may be ambulatory)
    • Courtesy and respect
    • Responsiveness
    • Patient education
    • Pain
    • Careful Listening