How can we measure patient engagement?

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.