2. 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

3. 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 ed/faxed to the hospital
Patients with questions regarding discharge instructions or follow-up care are referred to the individuals you designate

4. 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

5. 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

6. 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

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

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

10. 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

11. 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 voic 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)

12. 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 /fax notifications for any patient care or satisfaction concern (we can also send your providers notifications on the patients that they have personally seen)

13. 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

14. 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 notifications
Call reps trained on HIPAA compliance
See information security document for full security details

15. 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

16. 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

17. 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.)

23. EmEx-Contact Testimonials

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

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

26. info@emergencyexcellence.com www.emergencyexcellence.com
Improving Performance
Recognizing Excellence
EMEX