We have been surveying our patients via a formal program since 2009. We administer surveys via paper/postal mail and email. Text messaging is a relatively new mode available to us that we may explore in the future. We use a third party vendor to administer the survey for us -- Press Ganey.
Lessons Learned-
1. Make sure survey is valid and reliable.
2. Make sure the reporting is accurate and easily understood by the target audiences.
3. If you culture can support transparent reporting, do that early. It will likely take you further faster.
4.Use the data as a tool for decision-making. In your communications, partner with the care team and be careful not to make the healthcare team feel like you care more about the survey scores than actual patient care or the team delivering care.
I could go on... Happy to share further offline. Saving Changes...
