Professional Documents
Culture Documents
• The Buy-in
• The Dashboard
• The Results
• Deploying
p y g an online system
y created excitement and interest among
g
internal stakeholders
•Satisfaction
S ti f ti scale l was changed
h d
to be more discriminating
•Keyy p
performance indicators –
preference and likelihood to
recommend
•Actionable feedback
•Email database
Process Overview
• Training recommended…to
recommended to generate internal awareness
p
• Expect all p
physicians
y to respond
p online
• Doctors who refer to multiple centers, and high vs. low volume referrers
• Can’t ask a doctor about every patient they send
• Selection
• Research AND technology
Segment data by 17
different care centers
Download reports
in easy-to-use
MS Excel format
Metrics Results
Extend circulation of reports Sessions in FY2007: 298 (average 25/month)
t more frontline
to f tli staff
t ff
Sessions in FY2008 (5 months): 160 (average 32/month)
Enhance the quality of We improved the level of specificity in open ended
feedback q
questions.
Metrics Results
Decrease the cost of data Fixed budget for next three years to finance programming.
collection
ll ti
This budget was the same as our previous vendor.
• Experience. If you are building this online system, we recommend finding a vendor that
understands both marketing research and technology. This was more difficult than we first
believed. Even the nationallyy recognized
g market research firms we considered did not
have the foresight to envision and implement this type of solution as they are more
focused on patient satisfaction for JCAHO.
• Scale. The benefits of this online system are more evident to healthcare systems overall,
and to hospitals with large referral volumes. However, all organizations can apply some of
these principles (without investment in an online system).
• Data integration. There are limitations to what you can do in an online environment.
Tying feedback to internal data is an issue we faced
faced, as HIPAA sets certain constraints on
the data that organizations can host online.
• Visit
• http://client.gelbweb.com
• U: Forum
• P: MD Anderson
• For:
• MD Anderson questionnaire
• g Health Services dashboard article
Marketing
• Oncology Watch dashboard article
• Experience mapping materials