How It Works

Quality Reviews

We work to be the best patient
experience feedback company.
Not the biggest.

Our Mission

Our mission is to advance the practice, science, and business of improving patient experience.

Founded in 2012 with the belief that there can be a better way for hospitals, outpatient clinics, and other healthcare facilities to manage and obtain real time patient feedback. Quality Reviews has been an industry leader in building proprietary software to help healthcare provider organizations capture and analyze real–time patient feedback.

Since the beginning, our priority of providing industry-leading patient feedback software has guided us in the partnerships we form, services we provide, and team members we employ; and this is why we are confident in saying that we are the best partner when it comes to measuring performance on patient experience.

Why Us?

SUPPORT

The very reason Quality Reviews exists is to move the way we currently collect patient feedback into the 21st century. Tackling this endeavor isn’t easy, and we rely on our customers to provide us feedback on what we’re building. The very same tools we use to deploy to patients, we use ourselves with our own customers. It’s not uncommon that we bend over backwards for the partners we work alongside. We see our customers as partners, and we choose to interact with our partners with the highest level of respect, integrity and attentiveness. We don’t take our partners for granted. We look to earn your business every single day.

EXPERTISE

Like you, we are clinicians. We play on the same team. We understand your environment because we live and breathe it every day. This unique combination of having the clinical background gives us the “voice of the customer” when it comes to building technology that truly enhances the delivery of care.

EXPERIENCE

At the heart of the matter, patient care is everything, and we exist as a company to make it better everyday. We believe our experience as clinicians, combined with the problems our customers present to us, gives us the opportunity to think outside of the box and innovate to provide value to many. We’ve learned an enormous amount in a short time after having gathered millions of patient data points...the best is yet to come.

We look for partners, not clients.

Frequently Asked Questions

Does Quality Reviews integrate with my EHR System?

Yes, absolutely. Q-Reviews integrates with your EHR or ADT (Admission Data Transfer) system using industry standard HL7 messaging. Secure file transfer protocols (SFTP) and Application Programming Interfaces (APIs) are also available.

How much does Quality Reviews cost?

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.

How is Quality Reviews customized for our workflow?

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.

Is Quality Reviews HIPAA compliant?

Yes, absolutely. The software is designed with access control, user authentication for system access, audit and lineage reporting. Security documentation and servers are housed in a HIPAA compliant environment.

How is training done?

Through a combination of web-based seminars and onsite visits to your practice or facility.

How long does implementation take?

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.

We already use a CMS-certified survey vendor. Why should we use yet another survey vendor?

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.

Our patient population is made up of mostly elderly people. Will they use your tool?

Yes, absolutely. With over five 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): 95% of Americans have a cell phone and 77% of Americans have a smartphone.

Ours is a mostly indigent patient population. Will they use your tool?

Yes, absolutely. With over five years’ worth of experience and millions of text messages sent, our real-word 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.

Can I schedule a demo?

Yes, absolutely. At the top right corner of the screen, click ‘Schedule A Demo’ and we will get back to you pronto to set up a short conversation to learn more about your situation and get some input so we can customize a demo for you.

Pricing Overview

We operate on an annual subscription fee that is based on the number of patient encounters per year.

Please contact us for more information.

Employee Engagement

Challenge

Disengaged employees have a tremendous and quantifiable impact on multiple measures of patient care.

As a leader, you've long been challenged by the dual pursuits of clinical and operational excellence in a highly competitive environment. Low employee satisfaction and high employee turnover negatively impacts patient experience. This disconnect is more often the result of a lack of meaningful employee feedback, limited learning and career development opportunities, and the misalignment of employee goals to organizational goals.

Solution

Q-Reviews reduces administrative burden when it comes to aligning patient feedback with employee engagement:

ANCC® Magnet Certification
and Re-certification

Quality Reviews, working collaboratively with the American Nurses Credentialing Center (ANCC), created a crosswalk of Quality Reviews’ questions to the nine patient satisfaction categories (see below) delineated in 2014 and 2019 Magnet® Application Manuals. This crosswalk was approved by ANCC in November 2017.

Improve Service Recovery

Benchmarking

Q-REVIEWS

  • Identify problem areas quickly
  • Respond to feedback immediately
  • Make adjustments in real-time
  • Achieve ANCC Magnet Certification
  • Benchmark across multiple domains of patient experience

Slow Service Recovery

Challenge

Staying on top of patient service issues is challenging even if you have a large and well-equipped patient experience team.

It's difficult to scale the effectiveness of real-time feedback, and if you're on a smaller patient experience team, the day-to-day challenges can seem overwhelming.

Keeping track of service recovery documentation can be burdensome. With paper and even email surveys, it's difficult to get a feel for patients' sentiment at any given moment. Delayed feedback means that staff aren't given the opportunity to course correct in real-time.

Solution

Q-Reviews has built service recovery solutions to allow your staff to respond and address patients' concerns in real-time.

Key Benefits

  • improve care delivery and patient experience
  • timely resource allocation - more efficient staffing and smarter budgeting
  • decrease external complaints on social media
  • win financial incentive payments from public and private payors
  • build a positive public brand

Key Features

  • user-friendly survey tool for patients
  • built in service recovery tools for administrators and clinicians to act on the feedback
  • analytics tools to help derive insights from the data
  • real-time alerts for administrators and clinicians
  • customizable survey questions

How it Works

  • real-time link established to health system's ADT system
  • we text patients a link to a feedback survey immediately after a care episode
  • patient fills out the survey on their smartphone
  • all the feedback is aggregated and displayed in real-time on the web-based dashboard

Giving Patients a Voice - Inpatient Rounding

Improve Your Scores

Q-ROUNDING

  • Listen to patients at the point of care
  • Engage patients easily with smartphone-based technology
  • Acknowledge patients' needs and concerns
  • Drive higher CAHPS scores
  • Win incentive payments from healthcare payers

Challenge

You're under pressure to boost your institution's patient satisfaction scores, but lack the proper tools to assess the needs of patients and their families while in the hospital. Often times, administrators learn of a negative patient experience weeks, if not months after the fact rendering the opportunity for service recovery lost forever.

Solution

Q-Rounding is designed to give patients a voice while in the hospital without increasing the workload on providers or administrators.

Key Benefits

  • improves HCAHPS scores
  • win CMS incentive payments ($1.8 billion at stake)
  • deliver consistent, high-quality inpatient experience
  • real-time visibility into patient sentiment

Key Features

  • user-friendly tool for patients
  • accessible on any smartphone or tablet
  • analytics and natural language processing tools to help derive actionable insights
  • built-in service recovery tools and real-time alerts for nurse managers

How it Works

  • real-time link established to the hospital's ADT system
  • we text patients on a daily basis to facilitate virtual patient experience rounding
  • patient shares their inpatient experience on their smartphone
  • patient experience information is displayed in real-time on the web-based dashboard

Reduce No-Shows with Appointment Reminders

Q-REMINDERS

  • offer directions and maps
  • can include specialized instructions for procedures

Missed Appointments

Challenge

A 10% no-show rate for one physician's practice can lead to over $100,000 lost revenue and productivity per year.

Solution

Unlike phone call reminders, SMS text messages can be documented and tracked. 97% of SMS texts are opened, and 83% are opened within 4 minutes. Most patients prefer SMS text appointment reminders and by automating appointment reminders, staff can free up time for higher value activities.

Key Benefits

  • reduce no-shows
  • reduce administrative burden on staff (no need to call to remind patients)
  • maintain an optimum clinic schedule

Key Features

  • works on any smartphone
  • simple dashboard workflow to manage reschedule requests
  • alerting tool to reschedule patients

How it Works

  • real-time link established with the clinic's scheduling system
  • we text reminders to patients before their appointment
  • configurable to include instructions and directions

Assess Patient Reported Outcomes

Q-PROMS

  • can accommodate any validated instrument
  • customizable and user-friendly for both patient and clinician

Key Benefits

  • easy for patients to use
  • easy for administrators and clinicians to use
  • analytics tools to track outcomes at both individual and population level

Key Features

  • works on any smartphone
  • simple dashboard analytics tools
  • integration into patients' medical record

How it Works

  • real-time link established with EMR / ADT system
  • we text patients before, during, and, after interventions to track PROMs
  • can be used with any validated PROMS instrument

Hospitals / Health Systems

Say Goodbye to Traditional Patient Feedback Methods

Paper-based patient feedback causes critical gaps in service. Low response rates and long response times of paper-based surveys put your health system at a huge disadvantage. Research shows that 60% of dissatisfied patients will not return to their hospital to receive services. Understanding the patient experience is important, but what really matters is being able to respond before it's too late.

We give you the power to identify problem areas quickly and respond to feedback immediately so that you can continue to deliver the best care at all times.

We help hospitals and health systems of all sizes deliver the best possible patient experience across all clinical service lines in both inpatient and outpatient settings.

Outpatient Clinics

We help outpatient clinics and physician group practices delight and retain patients by measuring and improving patient experience in real-time.

Your best new patient is your existing patient. By responding to feedback immediately, patients are more likely to stay loyal to their provider and more likely to recommend friends and loved ones.

Ambulatory Surgery Centers

We help ASCs improve the surgical, anesthesia, and nursing experience for patients undergoing same-day procedures.

Negative patient feedback has the ability to sabotage your OAS CAHPS scores and thereby lower your CMS incentive payments, all while damaging your brand. We give ASCs the tools to act on patient feedback and recover service in real time.

Imaging Centers

We help imaging centers improve the radiology experience across all imaging modalities.

The patient experience is increasingly becoming more important to the success of today's imaging centers. With more choices available to patients, imaging centers are faced with the pressures of delivering a high-quality, convenient experience with exceptional customer service. Our tool helps administrators respond to feedback in the context of imaging encounters which are distinct from other clinical settings.

Urgent Care Centers

We help urgent care centers in their mission to provide a patient-focused, consumer-friendly experience.

With the rise of convenient, retail-oriented urgent care centers, patients now have access to on-demand healthcare in diverse geographic locations. We equip executives leading these centers with the actionable data and tools to respond to patients quickly and efficiently thus fulfilling the promise of a quick, convenient, and pleasant experience for patients.

Physical Therapy

Today's PT patient demands effective, convenient physical therapy services wrapped in a pleasant overall experience.

We help PT providers properly assess patient feedback in the context of ongoing physical therapy care.

Labs

Patients requiring a blood draw want a quick, convenient, and hopefully painless experience.

We help laboratories deliver a better phlebotomy experience across networks of patient service centers.

Pharmacies

Patients picking up prescriptions want their experience to mirror that of other retail settings: quick, convenient, and hassle-free. By assessing feedback in real-time, we help pharmacies deliver a better customer experience across their retail network.

Nursing Homes and Agencies

Caregivers want the peace of mind that their loved ones are being treated with the highest levels of tender, loving care. Our tool gives caregivers that critical voice to advocate for their loved ones and to give staff the ability to make improvements in real-time.

We help both nursing homes and nursing agencies deliver better experience for patients and their family members.

Questions?

Want to See a Demo?

Feel free to write us a note below or call us: +1 (646) 875-8829

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