Reimagining Care with healow Survey

Results

  • High Response Rate: Received over 1,000 survey responses per month, providing a sample size for meaningful analysis.
  • Improved Clinical Outcomes: Data gathered from surveys led to enhancements to care, improved patient experiences, and better clinical outcomes.
  • Automated Post-Visit Surveys: Implemented automatic text message surveys sent to patients the day after office visits or telehealth sessions.
  • Customizable Surveys: Ability to query any patients at any site, any specific provider, about any topic using flexible survey setups.
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“What’s great is because of the post-visit surveys and the way you can set them up, you can query any patients at any site, seeing any specific provider about anything. And the surveys are really, really easy to set up.”
–Sophia Thomas, Family and Nurse Practitioner, DePaul Community Health Center

Problem

DePaul Community Health Center struggled with efficiently collecting and analyzing patient feedback to improve clinical outcomes. They couldn’t track patient satisfaction longitudinally or drill down into specifics like provider performance, appointment dates, or office locations. This lack of detailed, real-time insights hindered their ability to identify areas needing improvement. Additionally, the onset of COVID-19 and the rapid shift to telehealth services amplified the need to understand patient perspectives on virtual consultations, but they lacked a mechanism to capture this crucial feedback.

Solution

To overcome these challenges, the practice harnessed the power of healow’s survey feature to collect actionable patient feedback. By exporting survey data into Microsoft Excel™, they could analyze and track patient experiences over time and across various parameters such as providers, visit dates, and locations. They automated the process by setting up surveys to be sent via text message the day after patient visits, including five to six straightforward questions and an open comment section for additional insights. Recognizing the importance of feedback during the pandemic, they initiated telehealth patient surveys to gauge experiences with virtual care. This strategic approach led to over 1,000 responses each month, providing a rich, real-time data stream to inform continuous improvements and enhance patient-provider relationships.

About Practice:

DePaul Community Health Center is a Federally Qualified Health Center (FQHC) dedicated to providing comprehensive healthcare services to the communities of Greater New Orleans, Louisiana, and southern Arkansas. With 13 locations — 11 in the Greater New Orleans area and two in southern Arkansas — the center offers accessible, high-quality medical care to a diverse patient population across all ages.