Real Time Feedback and Service Recovery Technology Leads to Zero Grievances

  • About: Stamford Health is a non-profit independent healthcare system committed to caring for the community through a wide range of high-quality health and wellness services. Patients and their families receive expert, compassionate care through the system’s 305-bed Stamford Hospital; Stamford Health Medical Group, with more than 40 offices in lower Fairfield County and a growing number of ambulatory locations across the region.
  • Challenge: Stamford Health was looking to deploy a patient feedback tool to deliver real-time insights within a day of a visit to areas of the health system with limited visibility into the patient experience. Furthermore, they wanted to have a way to resolve patient concerns in a timely way.
  • Solution: Stamford Patient Experience leadership created questions, in partnership with their patient family advisory council and a multidisciplinary team, to build system buy-in, and then deployed the Q Connect Real-Time Feedback Solution. Additionally, a process was developed to address patient issues, using Q Connect’s Service Recovery Module, to reach out directly to patients and provide timely resolution to any concerns.
  • Impact: Stamford Health was able to report zero grievances in locations leveraging Q Connect.

Questions Developed with Patients, Physicians, Administrators, Supervisors and Front-Line Staff

  1. How would you rate the courtesy of the person who registered you?
  2. How would you rate the wait time?
  3. How well did we keep you informed of any delays?
  4. How would you rate the person performing your tests?
  5. How likely are you to recommend this location?

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