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