Frequently Asked
Questions
Yes. We designed our software with access control, user authentication for system access, audit, and lineage reporting. Our security documentation and servers are housed in a HIPAA- secure environment.
Our pricing is based on an annual subscription fee that is based on the number of patient encounters per year. Contact us for more information.
First, our implementations team performs an in-depth discovery workflow analysis based on your current processes. We compile a comprehensive workflow design document to ensure that every part of the system is built in accordance with your unique needs in mind.
Through a combination of web-based seminars and onsite visits to your practice or facility.
The implementation cycle typically takes four weeks – from the first kick-off call until the go-live. The process includes design, configuration, installation, and training.
Because of service recovery. All of our clients use a CMS-certified CAHPS survey vendor. Yet they all use us as well because of the real-time service recovery tools that no other vendor can provide. Our clients use us not as a survey tool, but as a real-time service recovery tool that helps daily performance improvement. Executives justify their spend on Quality Reviews® because our tool helps achieve a tangible return on investment by focusing on service recovery.
Yes, absolutely. With over nine years’ worth of experience and millions of text messages sent, our real-world data clearly demonstrate that the Medicare population (age over 65 years) use smartphones to give feedback through our tool. This reflects the most recent Pew Internet data (2018): 96% of Americans own a cell phone, and 81% own a smartphone.
Yes, absolutely. With over nine years’ worth of experience and millions of text messages sent, our real-world data clearly demonstrate that patients in all socioeconomic categories provide feedback via smartphones. For example, one of our longest-standing clients runs a community clinic with a large homeless population – these patients provide feedback via Q-Reviews®. Again, please visit the most recent Pew Internet data on mobile device usage and demographics here.
There’s no magic number of times to send employee experience surveys per year. However, happier employees lead to satisfied patients, so employee experience data should be an essential part of your PX program. A 2019 study by Glassdoor found, “A happier workforce is clearly associated with companies’ ability to deliver better customer satisfaction — particularly in industries with the closest contact between workers and customers.” That most certainly applies to healthcare. To amplify your PX efforts, we advise you send regular employee surveys, whether that’s weekly, monthly, or quarterly.
Q-Engagement is an employee engagement survey tool that empowers you to schedule and send SMS text message questionnaires however often you find helpful. The data you collect is actionable and insightful, helping you build a plan to improve workplace cultureーand patient experience.
Patient feedback is essential for hospitals to improve their care, processes, reputation, service recovery, and employee performance. These components significantly contribute to the bottom line: more revenue, better employee morale, and smarter decisions. Patient feedback is well worth it so you can meet—and exceed—your goals.
With Q-Reviews®, you can obtain patient feedback via text message so you’ll get better response rates—all in real time. That means you’ll have actionable data faster so you can respond in a timely manner and make a positive impact on your patients and organization. Learn more about the product here.
The smartest, fastest way to make a change is by gathering data on how patients feel about their experience. You might mail patients a paper survey after they’ve been discharged, but people often forget to fill them out. Even if they do, patients are busy and may not recall important aspects of their experience. It’s essential to digitize your data collection process to bring your patient experience to the next level.
Q-Reviews® allows you to send patient experience surveys via SMS text message and see the feedback appear in real time as the patient is filling it out. That way, you can speed up your service recovery process and change the patient’s perception of their experience. No other review software can show you results that fast.
The Centers for Medicare & Medicaid Services (CMS) require hospitals to collect, submit, and publicly report patient satisfaction surveys through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) to receive full Medicare payment. You can send these surveys by mail, telephone, mail with telephone follow-up, or Active Interactive Voice Response (IVR). By the time you get the responses, it’s too late to react to negative feedback. Alternatively, you may get a low response rate; people now prefer digital correspondence over phone or mail.
81% of Americans own a smartphone, so text message surveys lead to higher response rates, quicker turnaround times, and the chance for providers to act fast to resolve any issues. That’s why we built Q-Reviews®, patient experience management software that lets you receive real-time feedback via text message surveys. With actionable insights, you can boost your PX scores and stay ahead of any patient concerns along the way. Better, more timely data leads to happier patients.
Patient experience management software is your best bet for improving patients’ perception of their interactions with your healthcare staff. The more data you have, the more actionable information you can use to enhance patient engagement over time.
Q-Reviews® provides you with customer metrics as soon as the patient submits their evaluation. That means you can do service recovery right away, when the moment is right—not weeks later when it’s no longer relevant. We empower healthcare organizations to enhance patient engagement quickly and effectively.