Joe Stanganelli

Survey Again & Again for 'Just Right' Results

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Ariella
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Re: Timing
Ariella   10/10/2011 9:47:37 AM
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You're absolutely right, adhand. Imposing on people like that is not the way to go.

ahdand
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Master Analyst
Re: Timing
ahdand   10/10/2011 1:03:10 AM
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I feel that surveys should be targeted properly. You cannot run surveys by uploading in public sites and making it a hassle for all the users to do it (E.g.: pop-up surveys). That way you will not get any information in the right manner. Targeting or allowing people to select the survey if they really want to go through it would be the best.

Cordell
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Timing
Cordell   10/6/2011 12:57:06 AM
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I agree, timing is important.  I hate it when I go to a website and popup immediately comes up asking if I want to take a survey.  I just got there, how can I respond to a survey!

I wonder about the completeness of the data in terms of getting people complete multiple surveys.  I like the hospital approach of kind of priming the respondant to reply to the more formal survey.  But if you have a series of three surveys to get a more complete picture what do you do when you they don't complete the second and third survey?  Throw out the data? Segment it into a seperate population?

SethBreedlove
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Data Doctor
Re: *Re: Budget impact
SethBreedlove   10/5/2011 1:33:16 AM
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Oh Yes.  They take a very serious look.  Hospitals survey results are also reported to Medicaid and Medicare and many other state and federal agencies.  Also the scores are shared and compared with hospitals around the nation. 

Unlike other insurance programs, Medicare's  insurance payments are not only based on the service provided, but also on the quality of care. As oif 2009 Medicare will not pay for preventable matters that occur with a hospital.  So hopefully all hospitals are paying more attention to this data.  

Shawn Hessinger
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Re: *Re: Budget impact
Shawn Hessinger   10/4/2011 9:21:24 PM
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Hi Seth,

I'm assuming from the way you put this that at one time the hospital did things differently. I'm wondering made them decide to go to a double survey approach and whether they made any effort to measure (beyond anecdotally) the change in the quality of responses.

SethBreedlove
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Data Doctor
Re: *Re: Budget impact
SethBreedlove   10/4/2011 2:43:20 PM
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1 saves
For us the oral survey is unofficial and is one tool  to root out issues before they become problems and to increase customer satisfaction on the spot.  Also, it's easier for the patient because everything is fresh on their minds.  It is also easier for us to discover the root of the issue since we can ask more follow up questions. We don't ask the customer to rate us at this time, but rather ask more open ended questions, make sure that their medications have been explained to them and inspect the room

I'm sure yes, that some patients want to be polite and may not bring up issues that exsist.  At the same time the fact they are giving the opportunity to do so helps increase patient satisfaction. Then there are those of course who make it there feelings quite clear. 

The follow up written/multiple choice survey is the official survey which the patient will receive in the mail later and send back.  If there is a negative remark, we do go back to the unoffical survey to see if there was something we could have done differently however there results are kept seperate. 

Joe Stanganelli
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Re: *Re: Budget impact
Joe Stanganelli   10/4/2011 2:27:09 PM
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That's terrific, Seth.

What happens if there is a conflict/discrepancy between the two surveys (for instance, a favorable oral survey followed by an unfavorable written survey, and vice versa)?

Also, do you find that, based upon the subsequent responses in the written surveys, that the oral surveys' results are inflated in any way? (For instance, from the social pressure to respond favorably to the person asking face-to-face?)

SethBreedlove
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Data Doctor
Re: *Re: Budget impact
SethBreedlove   10/4/2011 2:21:15 PM
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At the hospital I work for, we survey twice.  First is a brief oral survey where we inform them we are going to send them a more detailed written survey later. We've found this approach increases the response rate and gives more detailed responses.  

 

Shawn Hessinger
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Re: *Re: Budget impact
Shawn Hessinger   10/4/2011 10:22:17 AM
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Hi Joe,

It occurs to me that another problem is the idea of what surveys really tell us. Today, responding to complaints quickly and proactively would seem to represent the best ROI. People are not shy about complaining when they feel mistreated (take this guy) and sometimes developing an effective way to "listen" for these comments as well as positive comments spontaneously offered can be the best kind of data gathering there is.

Joe Stanganelli
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Blogger
*Re: Budget impact
Joe Stanganelli   10/4/2011 9:50:04 AM
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Hi, Ariella.

It's more than that too.  By being able to chart fluctuating customer sentiment, companies will be able to pinpoint what areas they need to improve upon and where the greatest ROI to be had is in terms of action.

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