Quality Reviews and NarrativeDx Partner to Deliver Actionable Insights from Real-time Patient and Employee Feedback



Partnership creates industry leading patient and provider feedback tool: built by healthcare experts for healthcare experts

NEW YORK, NY, USA, July 19, 2019/ We are extremely excited to announce our partnership with NarrativeDx, a leader in natural language processing for healthcare, leverages Artificial Intelligence to identify actionable insights from patient feedback in order to improve CAHPS scores, increase referrals and reduce nurse turnover.  What’s unique about this partnership is our ability to generate large sums of data from our clients and we now have the capacity to drive further insights leveraging NarrativeDx’s patented algorithm. 

Together, the partnership allows Quality Reviews to deliver the first healthcare-specific experience improvement platform which uses natural language processing to surface actionable insights and generate powerful predictions that improve patient care and employee experience. 

Read Full Press Release Here.

 

Service Recovery: Healthcare’s Customer Experience ‘Antidote’

Mexico’s Yucatán Peninsula may hold the key to attracting and retaining customers in today’s fast-changing healthcare environment.

By Cheryl J. VanKuren June 19, 2019

Mexico’s Yucatán Peninsula may hold the key to attracting and retaining customers in today’s fast-changing healthcare environment. 

Nearly three decades ago, Harvard Business Review published a detailed account of a Club Med vacation gone horribly wrong. In it, the authors recounted a nightmarish journey from New York to Cancúnthat started with a six-hour flight delay; followed by two unplanned stopovers; extended holding patterns in the air; and, finally, a harrowing middle-of-the-night landing complete with discharged oxygen masks and suitcases tumbling from the luggage racks.

By the time the plane finally landed, a lawyer onboard was already gathering signatures to file a class-action lawsuit against the resort. But all was soon forgiven, the HBR piece recounted, when the plane pulled up to the gate in the early morning hours: Passengers were greeted by the resort’s general manager, Silvio de Bortoli, who had gotten “word of the horrendous flight and immediately created an antidote.”

“He took half the staff to the airport, where they laid out a table of snacks and drinks and set up a stereo system to play lively music,” the authors wrote in “The Profitable Art of Service Recovery.” “As the guests filed through the gate, they received personal greetings, help with their bags, a sympathetic ear and a chauffeured ride to the resort.”

That’s all it took. And almost 30 years later, the dramatic events early that morning still speak to the power of service recovery, especially in stressful situations like airline travel and hospital visits: Countless patients across the United States every day experience similarly bumpy, unpleasant rides when they walk into hospitals and physician offices. But they’re rarely offered an antidote — despite all of the research suggesting otherwise. 

Unlocking the lessons for healthcare

Advisory Board research shows patients prioritize a positive customer experience over almost all other factors, even in situations where the clinical information they’re receiving is less than desirable. Patient feedback can take many forms. Frequently, it’s informal information received from patients or their family members. There’s also formal feedback generated from traditional surveys or solutions like Quality Reviews, a technology platform that makes it simple for patients to provide input in real-time — and easy for providers to respond. 

Regardless of how feedback is received, providers should have a plan of action. The following are service recovery best practices addressing common situations: 

  • Listen: If it’s happening in front of you, the first thing you should do is listen. In many situations, being heard is the only thing patients or family members want.
  • Offer a blameless apology: Saying “I understand that is really frustrating” or “I understand why you’re upset” emphasizes that you can relate to what they may be experiencing.
  • Offer to help: Find out what can be done to resolve the issue by asking the patient or a family member “What can I do to make this better?” Or “What can I do to change the situation?”
  • Follow through: All frontline associates should be trained to identify what problems they can solve themselves, as well as what’s beyond the scope of their duties and should be brought to a supervisor. If the situation remains unresolved, continue to escalate the issue up the chain of command until it is settled.  
  • Keep it professional: Associates should be trained in techniques so that they don’t take patient feedback personally. This requires a lot of practice, but it does get easier. 

If the feedback is gathered electronically, providers should develop a formal review process for triaging this information and determining whether or not follow up is necessary. When following up, associates should begin by trying to learn more about what happened. Again, patients often just want to be heard, but organizations also can learn a lot from this qualitative data — and put it into action. 

When ongoing feedback indicates that a process is broken, the best service recovery program will only go so far. Top organizations take this feedback and turn it into process improvement opportunities. This is an ongoing focus which raises the quality of the overall experience for all patients and family members.

A recent American College of Healthcare Executives survey ranked patient satisfaction No. 5 in a list of the “Top Issues Confronting Hospitals.” Instituting a service recovery process can help enhance a provider’s customer service culture, mission and values, as well as empower associates to do the right thing, building trust with colleagues and improving these patient satisfaction metrics. 

Unfortunately, though, bad news, unforced errors and clinical mishaps often are unavoidable for patients in healthcare, just like they were for those unfortunate Club Med vacation-goers decades ago. It’s how they’re dealt with, however, that matters in the end.  

“The fact is, in services, often performed in the customer’s presence, errors are inevitable. But dissatisfied customers are not,” the Harvard Business Review article’s authors wrote. “A good recovery can turn angry, frustrated customers into loyal ones. It can, in fact, create more goodwill than if things had gone smoothly in the first place.”

Read original article

Welcome Grady Health System!

Grady Health system engages Quality Reviews to lead patient feedback and service recovery efforts

ATLANTA, GA, USA, April 9, 2019 /EINPresswire.com/ — Grady Health System, one of the largest safety net health systems in the United States, today announced a new partnership with Quality Reviews, the leading company that helps healthcare provider organizations capture and analyze real-time patient feedback to facilitate service recovery. Grady is the first in Georgia to offer patients the opportunity to share feedback within minutes to hours of an episode of care with Quality Reviews.

Quality Reviews will provide Grady with the tools it needs to identify problem areas quickly and respond to patient feedback immediately. Quality Reviews helps hospitals and health systems of all sizes deliver the best possible patient experience across all clinical service lines in both inpatient and outpatient settings.

Since its founding in 1892, Grady has been focused on delivering the highest quality care to all. Now, with real time feedback, Grady can further enhance its promise to deliver the best care with the best experience.

“Quality Reviews’ solutions will help us proactively address patient feedback and improve health in our community,” said Lindsay Caulfield, Grady’s Chief Marketing and Experience Officer. “We see Quality Reviews as a compelling resource for truly listening to patients and acting on their feedback in real time,” Ms. Caulfield added. “Together, we will work to radically change the healthcare experience.” 

Quality Reviews is a New York City-based company that launched Q-ReviewsSM and Q-RoundingSM “to give patients a voice and health care institutions an ear to listen carefully and make faster, more effective care delivery decisions,” said Edward Shin, MD, Chief Executive Officer of Quality Reviews. “We look forward to helping the Grady team better serve their patients. Making this happen involves developing a culture of care that keeps the patient at the center of the healthcare equation.”

About Quality Reviews

Based in New York, Quality Reviews, Inc., was founded by physicians and entrepreneurs with a combined 30-plus years of clinical, healthcare and technology experience. Quality Reviews, Inc., helps healthcare provider organizations capture and analyze real-time patient feedback to facilitate service recovery. For more information, visit https://www.q-reviews.com.

About Grady Health System

Grady Health System is one of the largest safety net health systems in the nation. Grady consists of the 953-bed Grady Memorial Hospital, six neighborhood health centers, Crestview Health & Rehabilitation Center, and Children’s Healthcare of Atlanta at Hughes Spalding, which is operated as a Children’s affiliate.
With its nationally acclaimed emergency services, Grady is Atlanta’s premier Level I trauma center – the metro area’s only nationally verified Level 1 center. Grady EMS serves as the 911 ambulance provider for the city of Atlanta, South Fulton County communities, and numerous counties across Georgia. It also operates the state’s first Mobile Stroke Unit, taking cutting-edge pre-hospital care directly to patients. Grady’s American Burn Association/American College of Surgeons verified Burn Center is one of only two in the state. And the Marcus Stroke and Neuroscience Center is a Joint Commission designated Advanced Comprehensive Stroke Center.

Other key services/distinctions include Grady’s Regional Perinatal Center with its Neonatal Intensive Care Unit, Georgia’s first Cancer Center for Excellence, The Avon Comprehensive Breast Center, the Georgia Comprehensive Sickle Cell Center, and the Ponce de Leon Center – one of the top HIV/AIDS outpatient clinics in the country. Grady is one of an elite group of hospitals to earn the Baby-Friendly USA international recognition as a Baby-Friendly Designated birth facility. Grady has earned the prestigious Stage 7 on the HIMSS Analytics Electronic Medical Record Adoption Model – Georgia’s first adult acute care hospital to earn the highest rating for improving patient care and safety through health information technology.

Quality Reviews Urges Swifter CMS Action on Digitization of Patient Surveys

Healthcare data leader offers roadmap for quicker, less burdensome shift to digital delivery of patient experience surveys
WASHINGTON, DC (April 8, 2019): Leaders in the digital collection and analysis of patient experience data have joined forces in response to a request for comment from the Centers for Medicare and Medicaid Services (CMS) seeking feedback on the prospect of adding web administration protocols to patient satisfaction surveys.

Quality Reviews, an industry disruptor empowering healthcare providers to capture real-time patient feedback via smartphones and other mobile devices, co-authored a comment letter urging CMS to enact a quicker, less burdensome transition to the digitization of patient surveys.

Since 2007, hospitals have been required to collect, submit, and publicly report patient satisfaction surveys through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) in order to receive full Medicare payment. To date, however, the surveys are conducted entirely by mail or phone – resulting in excessive survey administration burden and declining survey completions that yield old data.

The CMS notice seeks to change this, but uses a lengthy two-year study window – putting the digitization of these existing surveys out of reach until at least 2022 – and falls short of incorporating existing industry expertise into its findings. What’s more, CMS appears to adhere to a single-vendor rule that has chilled the uptake of digital health surveys and demands clarity.

Quality Reviews notes that, by using real-time digital feedback tools, its hospital clients have seen a reduction of more than 50 percent in survey costs while enjoying 2-3 times more survey responses in a fraction of the time.

The physician-founded company also urges CMS to consider moving to a 10-question survey in order to improve response rates, modifying requirements for vendor certification to allow newer companies to compete, and reevaluating surveys every three to five years to account for changing consumer behaviors and technology.

“We’re glad to see CMS taking early steps to finally move patient surveys into the 21st century but, if the agency intends to deliver any meaningful benefit to patients and providers, we need to take bolder action – and faster,” said Quality Reviews CEO Edward Shin, MD. “CMS does not need to construct a new process from whole cloth. Industry leaders like Quality Reviews have been digitally collecting patient surveys for more than half a decade to great success, and we are eager to share what we know with regulators so that we can deliver a smarter, modernized patient experience survey tool.”

Read the full letter to CMS here.

Welcome Beacon Health System!

SOUTH BEND, Ind. – Beacon Health System has launched Quality Reviews’ real-time patient feedback and service recovery tools, Q-Reviews® and Q-Rounding® throughout the health system. Leveraging the ubiquity of smartphones, Beacon is the first in Indiana to offer patients the opportunity to share feedback within minutes to hours after an episode of care with Quality Reviews.

“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,” said Lori Turner, Chief Marketing, Innovation, and Customer Experience Officer at Beacon Health System.

Q-Reviews® and Q-Rounding® give health care organizations like Beacon the ability to instantly receive feedback from patients within minutes after they receive care. This is made possible through the utilization of text messages and smartphone technology to create a dialogue between providers and their patients. After a text is sent, smartphone users simply press a secure link allowing them to provide valuable feedback to hospital leadership in real-time.

“Delivering a superior patient experience as always been central to Beacon’s mission. With this tool, we can now sharpen our focus on improving that experience for all patients,” Turner said. “The ability to receive feedback immediately is a game-changer for us.”

Quality Reviews is a New York City-based company that launched Q-Reviews® and Q-Rounding® “to give patients a voice and health care institutions an ear to listen carefully and make faster, more effective care delivery decisions,” said Edward Shin, MD, Chief Executive Officer of Quality Reviews. “Beacon is the first health system in Indiana to understand that performance improvement is powered by better patient experience data. We look forward to collaborating with Beacon to amplify the patient voice for the purpose of improved patient care.”

About Beacon Health System
As the largest, locally owned and operated health care system in the region, Beacon Health System is the region’s most trusted partner and guide in creating and maintain health. Elkhart General Hospital, Memorial Hospital of South Bend, Beacon Children’s Hospital and Beacon Medical Group are powered by more than 7,000 associates and 1,000 physicians who provide the best care possible to people of all ages. Beacon is also a research and education organization, guiding clinical research trials and helping train medical residents in the fields of family medicine and hospital pharmacy. For more information, visit http://www.beaconhealthsystem.org/.

About Quality Reviews, Inc.

Quality Reviews, Inc. builds proprietary software to enable healthcare provider organizations to capture, analyze and improve real-time patient feedback via its products, Q-Reviews® and Q-Rounding®. Based in New York City, Quality Reviews, Inc. was founded by leading physicians and entrepreneurs with over 30 years of clinical, healthcare administration, and technology-building experience. Learn more at https://www.q-reviews.com/.

Welcome RMA of New York!

Partners with Quality Reviews on Innovative Software Offering

NEW YORK, NY, USA, April 10, 2018 /EINPresswire.com/ — Reproductive Medicine Associates of New York (RMA of New York), a Manhattan-based fertility practice globally renowned as a leader in reproductive care and for achieving exceptional birth rates through assisted reproductive technologies, today became the first fertility treatment center in the United States to launch Q-Reviews, a real-time, mobile, patient-friendly relationship management tool. “RMA of New York has always been committed to providing exceptional care and service for our patients. Q-Reviews now gives us and additional way to gather patient feedback and improve the patient experience,” said Alan Copperman, MD, FACOG, Founding Partner and Medical Director, RMA of New York.

With the vast majority of Americans owning a smartphone, RMA of New York is leveraging the ubiquity of these devices to improve the patient experience through soliciting and immediately addressing and responding to patient feedback. “In the often-challenging journey to conceive, patients undergoing fertility treatment require a higher level of care and attention. We must get the patient experience right each and every time. Q-Reviews provides us with an efficient and convenient way to listen to our patients and meet their needs,” said Danielle Soltesz, Vice President of Operations at RMA of New York. “We are happy to be the first fertility treatment center in the country to roll out this tool,” she added.

Q-Reviews gives healthcare organizations the ability to receive feedback from patients within minutes after they leave their appointment. This is made possible through the utilization of text messages and smartphone technology that creates a dialogue between providers and patients. After a text is sent, smartphone users simply press a link allowing them to provide constructive comments about their patient visit.


Quality Reviews is a New York City-based company that launched their flagship product Q-Reviews, “To give patients a voice and health care institutions an ear to listen carefully and make faster, more effective care delivery decisions,” said Edward Shin, MD, Chief Executive Officer of Quality Reviews. “We are honored to be selected by RMA of New York to deploy Q-Reviews. We look forward to supporting RMA of New York’s efforts to deliver the best fertility treatment experience in the country,” he said.

About Reproductive Medicine Associates of New York
Reproductive Medicine Associates of New York (RMA of New York) is widely recognized as a global leader in state-of-the-art reproductive medicine. Led by an integrated team of doctors and scientists with extensive reproductive endocrinology, fertility and urology experience and training, RMA of New York consistently reports IVF success rates to the Society for Assisted Reproductive Technology (SART) and the Center for Disease Control and Prevention (CDC) and is internationally recognized for achieving high success rates in the treatment of infertility. RMA of New York maximizes access to care by helping patients explore all insurance coverage and financing options available for treatment. RMA of New York is sensitive to the needs of the LGBT community, women choosing single or same-sex motherhood, women pursuing fertility preservation for elective indications as well as those in need of oncofertility services. Headquartered in midtown Manhattan, RMA of New York has six patient care facilities throughout New York, including three facilities in Manhattan, as well as in Brooklyn, Garden City, Westchester, and abroad in Mexico City. For more information, please visit www.rmany.com.


About Quality Reviews, Inc.
Quality Reviews, Inc. builds proprietary software to enable healthcare provider organizations to capture, analyze and improve real-time patient feedback via its flagship product, Q-Reviews. Based in New York City, Quality Reviews, Inc. was founded by leading physicians and entrepreneurs with over 30 years of clinical, healthcare administration, and technology-building experience. Learn more at https://www.q-reviews.com .

Quality Reviews named Top 10 Most Promising Healthcare Analytics Solution Providers and Company of the Month

We’ve been named by Healthcare Tech Outlook Magazine as one of the Top 10 Most Promising Healthcare Analytics Solution Providers for 2017! Thanks to the editorial board, the CXOs, and the expert panel at Healthcare Tech Outlook for this recognition.

To read our profile in Healthcare Tech Outlook Magazine’s Top 10 Healthcare Analytics Solution Providers 2017, please click here. Cheers!

Welcome Sonoma Valley Hospital

Sonoma Valley Hospital Adopts New Patient Satisfaction Tool That Enables Immediate Feedback

July 10, 2017

Sonoma Valley Hospital will this month introduce a new patient satisfaction tool enabling patients to provide the hospital with feedback on their experience with hospital outpatient services immediately following a visit. The hospital is among the first in California to adopt this new service.

The program, called RateMyHospital, sends a text message to each patient within an hour of leaving the hospital, asking six to eight questions about their experience during the visit. It takes less than a minute to answer the questions and the results are immediately available to hospital staff, with an alert if a patient reports a problem. The program provides patients with the ability to answer questions in English or Spanish.

“We’re always looking for ways to improve patient experience, and this new web-based tool enables us to closely track patient satisfaction,” said Mark Kobe, RN, MPA, Chief Nursing Officer. “Most important, if a patient has a problem or identifies an issue, we learn about it and can respond quickly.”

“It’s part of our commitment to provide Sonoma Valley residents with the highest level of care available, and it’s a plus that it’s also very cost effective when compared with traditional patient satisfaction survey methods,” Kobe added. He notes that the survey can only be sent to patients with a phone capable of receiving text messages, but the majority of people have phones with this capability. Patients will now be asked to provide their mobile phone number when they register.

In the coming year, the hospital plans to test the RateMyHospital program with a number of outpatient services including Emergency, Outpatient Surgery, Radiology and Physical Therapy/Rehabilitation. Those admitted to the hospital for inpatient care will continue to receive a follow up satisfaction survey by mail.

Welcome Horizon Health

BUFFALO, NEW YORK – June22, 2017 – Horizon Health Services today became the first mental health and substance use recovery provider to pilot RateMyHospital®, the real-time, mobile patient relationship management tool throughout its care facilities. “Horizon Health has always taken a person-centered approach to the care of mental health and substance use disorders. RateMyHospital now gives us the tools keep improving based on our patients’ feedback,” said Erin Ryan, Executive Vice President and Chief Financial Officer of Horizon Health Services, Inc.

With the vast majority of Americans owning a cell phone, Horizon Health is leveraging the use of smartphones across all demographics to improve the patient experience by asking for feedback in real-time. “As providers of mental health and substance use recovery services, it is imperative that we get the patient experience right each and every time. Now more than ever, we have to listen to our patients, and RateMyHospital gives us an efficient and effective way to engage with our patients,” said Anne Constantino, President and Chief Executive Officer of Horizon Health Services, Inc. “We are happy to be the first behavioral health provider to roll this tool out,” she added.

RateMyHospital gives healthcare organizations the ability to instantly receive feedback from patients within minutes after they receive care. This is made possible through the utilization of text messages and smartphone technology to create a dialogue between the provider and their patients. After a text is sent, smartphone users simply press a link allowing them to provide valuable feedback to hospital leadership in real-time.

Quality Reviews is a New York City-based company that launched their flagship product RateMyHospital “to give patients a voice and health care institutions an ear to listen carefully and make faster, more effective care delivery decisions” said Edward Shin, MD, Chief Executive Officer of Quality Reviews. “We are honored to be selected by Horizon Health to pilot RateMyHospital. We look forward to supporting Horizon Health’s efforts to improve the patient experience in the mental health care setting,” he said.

About Horizon Health Services

Horizon Health Services is the largest and most comprehensive provider of fully integrated mental health and substance use and recovery services, with over 20 outpatient sites serving Erie, Niagara and Genesee counties. In addition Horizon Village, a 50-bed intensive residential treatment facility operates in Niagara County, where a 25-bed Veterans Treatment Facility also operates on the campus. Horizon’s Wellness Center which is adjacent to Horizon Village offers medical, psychiatric and recreational services to all campus residents. Delta Village is a 25-bed residential treatment facility on the Sanborn campus as well that focuses on the treatment and recovery of young adults struggling with opiate addiction. Horizon Village Terrace House is located at 291 Elm Street. Terrace House is a detox treatment facility providing care for adult men and women for safe withdrawal from alcohol and/or opiates. There is also an inpatient rehabilitation facility, also servicing adult men and women to assist with stabilization and symptom management in early recovery. For nine consecutive years Horizon has been named one of the 50 Best Companies to Work for in New York State. For more information about Horizon, visit www.horizon-health.org

About Quality Reviews, Inc.

Quality Reviews, Inc. builds proprietary software to enable healthcare provider organizations to capture, analyze and improve real-time patient feedback via its flagship product, RateMyHospital®. Based in New York City, Quality Reviews, Inc. was founded by leading physicians and entrepreneurs with over 30 years of clinical, healthcare administration, and technology-building experience. Learn more at https://www.q-reviews.com