Patient Experience Feedback Program Resumes at Jefferson Community Health and Life

Surveys have resumed for Jefferson Community Health & Life patients, after  few months of not happening because of implementation of the new Electronic Health Record. Survey letters with written surveys are once again going out for those who were hospitalized, and calls and emails are once again going out for those who have received clinic, emergency or outpatient services at Jefferson Community Health & Life.

Patients may receive surveys for visits from August, September or early October, in addition to current visits.

“The surveys allow JCH&L to continue to improve our patient experience through addressing any concerns patients have. This partnership with NRC Health is an example of our continued dedication toward ensuring our patients have an excellent care experience,” said Lana Likens, director of public relations.

For hospital patients, JCH&L participates in HCAHPS, the Hospital Consumer Assessment of Healthcare Providers and Systems. HCAHPS is the first national, standardized, publicly reported survey of patients’ perspectives of hospital care. It is a written survey which is mailed back to NRC Health for tabulation.

For outpatients, emergency services and clinic patients, JCH&L partners with NRC Health. Real-time Feedback is a patient experience program that allows JCH&L to work to improve the patient experience. A day or two after their visit, the patient will receive a telephone call between 6 p.m. and 8 p.m. using Interactive Voice Response (IVR). The phone call will take about two minutes to complete. If the patient does not answer, the system will leave a voice mail message inviting the patient to call back. If they return the call, they will access the Interactive Voice Response (IVR) survey.

If the patient doesn’t answer or return the call, about a day later an email will be sent (if the patient has an email address included in their record.) The email has a link to a web-based assessment, which will take about 2 minutes to complete. If the patient does not have an email address in their record, they will receive a second phone call.

The system will make a third attempt to contact the patient another day later with a phone call, and if they don’t answer a voice mail will be left. The patient can return the call at their convenience and complete the Interactive Voice Response survey.

“We apologize that some surveys have been delayed. We appreciate our patients’ support in evaluating the service we provide and helping us to continue to improve,” Likens said.