Patient Callback and Patient Satisfaction Solution EmEx-Contact Patient Callback and Patient Satisfaction Solution Benefits Overview 1. Improve patient care 2. Reduce complaints 3. Defend claims, reduce payouts, lower premiums 4. Improve satisfaction scores and build goodwill 5. Collect accurate and timely patient feedback

Patient Callback and Patient Satisfaction Solution EmEx-Contact Patient Callback and Patient Satisfaction Solution 1. Improve Patient Care Promptly recognize a patient condition change Patients with worsened condition instructed to contact PCP or otherwise return to the hospital Information about patient emailed/faxed to the hospital Patients with questions regarding discharge instructions or follow-up care are referred to the individuals you designate

Patient Callback and Patient Satisfaction Solution EmEx-Contact Patient Callback and Patient Satisfaction Solution 2. Reduce ED Complaints Proactively monitor patient satisfaction Demonstrate dedication to quality care by contacting patients after they have been discharged Opportunity for issue identification and service recovery

Patient Callback and Patient Satisfaction Solution EmEx-Contact Patient Callback and Patient Satisfaction Solution 3. Defend claims, reduce payouts, lower premiums The following call activity archived: Patient condition after the ED visit Understanding of discharge instructions Plan for follow-up care Performance rating overall, and for nurse, physician, midlevel Custom questions can be added The individuals you designate are promptly notified when any problems are reported

Patient Callback and Patient Satisfaction Solution EmEx-Contact Patient Callback and Patient Satisfaction Solution 4. Improve Patient Satisfaction Builds goodwill Patients appreciate the well-being check Patients value the opportunity to provide feedback Potential issues are identified early allows for swift corrective action before complaint letters, negative paper surveys, or claims arise Patient callbacks have been shown to improve patient satisfaction scores

Patient Callback and Patient Satisfaction Solution EmEx-Contact Patient Callback and Patient Satisfaction Solution Source: NRC Picker

Journal of Emergency Medicine. January 2013 “likelihood to recommend ED to others”: (2250 completed paper surveys) Received Pt callback: Yes No Percentiles: 85th 14th Scored 5 of 5: 70.6% 51.1% Conclusion: “strong association between post-visit patient call back and likelihood to recommend this ED to others”

Patient Callback and Patient Satisfaction Solution EmEx-Contact Patient Callback and Patient Satisfaction Solution 5. Collect Accurate, Timely Patient Feedback Powerful sample size Response rates for phone surveys much higher than for mail surveys Less recall bias Patients are contacted shortly after visit (compare to weeks for return of mail based survey data) Less selection bias Individuals that complete paper surveys do not necessarily represent the majority of patients

Patient Callback and Patient Satisfaction Solution EmEx-Contact Patient Callback and Patient Satisfaction Solution Our Process Hospital IT sets up daily upload to secure server Call center operates 6 days a week (except holidays) Patients are called three times on separate days We leave a HIPAA compliant message on voicemail and take return calls from the patient Notifications are sent to who you want based on survey responses (i.e. patient worse, DC instructions not understood, patient satisfaction outlier)

EmEx-Contact Patient Callback and Patient Satisfaction Solution Deliverables Comprehensive summary report includes patient satisfaction results for ED overall, Inpatients overall (if inpatient survey utilized) Individual physicians, nurses, midlevels, residents Detailed report with all individual call results Online report access whenever you want it (we can also give your providers report access for the patients they have personally seen) Real-time and/or batch email/fax notifications for any patient care or satisfaction concern (we can also send your providers notifications on the patients that they have personally seen)

EmEx-Contact Patient Callback and Patient Satisfaction Solution Additional Features Customizable scripts, questions, and notifications Scripted responses change based on patient responses Separate scripts/surveys based on patient disposition (ED only, LWBS, admitted from ED, direct admit) Application dynamically only asks about the providers that have seen the patient May add custom questions to standard survey Frequent flyers can be screened out Our call center has Spanish speaking capability We collect (and report) lots and lots of patient comments We provide a list of wrong phone #s to help you to improve registration effectiveness

Patient Callback and Patient Satisfaction Solution EmEx-Contact Patient Callback and Patient Satisfaction Solution Security HIPAA compliant SFTP server SAS 70 Type II certified data center TLS encrypted email notifications Call reps trained on HIPAA compliance See information security document for full security details

EmEx-Contact Patient Callback and Patient Satisfaction Solution Outsourcing Advantages No hiring, training, vacation, or illness hassles No space or equipment required No need to purchase callback software No long-term commitment necessary Comprehensive reports Benchmark your performance to other hospitals

EmEx-Contact Patient Callback and Patient Satisfaction Solution Software Leasing Option For hospitals that prefer patient callbacks using internal staff, we offer a software leasing option that includes all of the aforementioned features

EmEx-Contact Patient Callback and Patient Satisfaction Solution Inpatients and Other Facilities For patients admitted through the ED, we can add an inpatient satisfaction survey to our ED survey We can perform separate discharge phone calls for direct admissions not seen in the ED We can perform discharge phone calls for patients from other facilities (surgicenter, clinics, radiology, GI lab, etc.)

EmEx-Contact Testimonials

EmEx-Compare, EmEx-Award Benchmarking and Recognition Services Emergency Excellence EmEx-Compare, EmEx-Award Benchmarking and Recognition Services See separate slide presentation

EmEx-Consult, Transform, Optimize Emergency Excellence EmEx-Consult, Transform, Optimize Consulting Services See separate Slide Presentation

info@emergencyexcellence.com www.emergencyexcellence.com Improving Performance Recognizing Excellence info@emergencyexcellence.com www.emergencyexcellence.com 1-877-700-EMEX