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Wouldn’t it be great if you knew about a patient’s frustrations before they took to Twitter to air their complaints?

That’s what a new partnership between Calibrater Health and WELL Health Inc. seeks to address.

Paper surveys sent by mail can take days for patients to receive. And, they garner limited feedback, less than 10 percent industry wide.

Instead, Calibrater Health sends patient surveys by text message the day after a visit. Not only does this gather feedback in real time, but it’s also easier for patients, which means higher response rates. Calibrater garners a 30 to 40 percent response rate for patients across all ages and demographics.

Also, when surveys are sent through WELL, they come from the practice number — a number patients recognize and are more likely to respond to.

Intervene immediately by text message

When a patient responds negatively to a survey, staff can intervene immediately by text message through the WELL platform. No missed calls. No voicemails. Just prompt, personal outreach.

For example, a patient who says that they did not receive lab results can receive a secure link to view results within minutes. This gives staff a chance to perform quick service recovery. And because WELL allows patients to respond to text messages, it also ensures patients feel like their concerns matter.

“We talk a lot about patient experience in healthcare. In this workflow, we have a chance to make a real difference — in those moments when a patient is communicating directly with their providers about their experience,” said Guillaume de Zwirek, CEO and founder of WELL Health.

When patients respond positively to a survey, they will receive an invitation and link to write a review online. This presents a compelling marketing opportunity for health systems who want to improve their online reputation.

Understand the patient experience

Whether a patient responds positively or negatively to a survey, staff can see what happened immediately prior in the patient channel in WELL. Did the patient have challenges with scheduling? Did they express confusion about their appointment? Context gives a broader view of the patient experience.

It also allows staff to see a direct correlation between their actions and patient responses. This reinforces effective patient engagement. It also provides quick corrective feedback for less than stellar service.

Evaluate your engagement

Both Calibrater Health and WELL provide web-based dashboards and advanced reporting and analytics. That means you can easily see what’s working and what’s not. Reports can be segmented for individual locations, providers, and appointment types.

“Providers understand the value of listening to patients, but they need to understand the data to take action on it,” said Tim Dybvig, CEO of Calibrater Health. “Together, Calibrater Health and WELL provide the data and the avenues for acting on it to improve patient experience.”

Delight patients and drive growth

Happy customers are the single best predictor of growth. Calibrater Health and WELL work hand in hand to delight patients, determine areas for improvement, and drive growth. ♥

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