The goal of this project is to make it easier for teams to administer ongoing, consistent, patient experience surveys and otherwise engage patients in their care in meaningful ways. 10 teams are currently piloting the system. For more information check out the pilot project announcement and the FAQs or contact Marg Leyland. Keep an eye on this page for updates and success stories.
Sept. 10, 2015: Data are starting to come in
Five pilot teams have successfully implemented the automated patient contact system (all use Telus PS EMR) – 3 more teams (Accuro and Telus PS users) are scheduled to go live in the next 3 weeks. The system runs automatically from the EMR and is configured to contact 10 patients with recent appointments by phone a day. Typically 4-5 survey questions are asked per patient. To-date 1,842 patients have been contacted with an overall survey completion rate of 37%. If necessary, the system contacts each patient twice, with 66% of the first attempts being successful. For some reason, Thursday also seems to be a good day to get a complete survey. We are continuing to gather team and patient feedback this week to summarize the lessons learned and potential value of the system for other teams.
May 28, 2015: Patient experience surveys by phone?
Patients are responding nicely to surveys administered by the patient contact system being piloted by 10 of our teams. Preliminary results from 1 team indicate a 50% survey completion rate – an improvement over the 30% rate typically expected for surveys administered inside the practice.
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