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53%
Reduced No-Show Rate
92%
Reduced Post-Op Calls
82%
Readmission Reduction
78%
Enrollment Response Rate
HOME HEALTH AGENCY SEES OVER 50% OF PATIENTS PARTICIPATE IN SATISFACTION SURVEY
A home health agency used Dialog Health's conversational, two-way text messaging software to achieve significant patient satisfaction survey participation, receive actionable feedback, and collect testimonials
for use in marketing materials.
6,000
over 50% patients participated in the survey
84%
expressed satisfaction with care received
93%
of patients opted in to text messaging
THE CHALLENGE
The home health agency was relying upon traditional methods of conducting patient satisfaction surveys, such as those by phone and via a webpage accessed through an emailed hyperlink. But these outreach efforts were often ignored, tended to have low engagement, and consumed significant staff time and resources with little to show for their efforts.
Recognizing that these methods of performing patient satisfaction surveys were failing to meet its needs, the agency sought a solution that would increase participation and engagement while reducing manual labor.
THE SOLUTION
The agency selected Dialog Health, a top healthcare two-way text platform, to enhance patient engagement
via surveys. With Dialog Health's solution, the organization launched a tailored post-visit survey text campaign to boost participation and feedback quantity. Every patient opting for text messages during scheduling got a version of this text post-representative visit:
Hello Faith, thanks for having your recent visit with MainStreet Home Health. Your feedback is important to us, and we thank you for answering this short survey.
How satisfied are you with the care you received from your clinician, Maria?
Please reply with a numeric score from 1 (Very Dissatisfied) to 5 (Very
Satisfied). Only the number is needed.
1 - Very Dissatisfied
2 - Dissatisfied
3 - Unsure
4 - Satisfied
5 - Very Satisfied
Although texts were automated, the agency was able to easily include the name of patients receiving the text, which helped personalize the message and requests while further driving engagement. Those patients who responded to the text and participated in the survey and expressed satisfaction with their experience were asked to text back additional comments about their experience
THE RESULTS
The Dialog Health Survey Solution enhanced patient satisfaction survey participation for the home health agency, cutting staff labor linked with outreach. Higher participation yielded valuable patient feedback, enhancing operations, website content, and marketing. Two-way texting captures insightful patient input effectively, benefiting care improvement.
Dialog Health simplifies survey participation, enabling praising staff and offering care suggestions.
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