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A lesson in listening

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A primary goal for our network is to improve both the quality and experience of care for our pediatric patients and their families. One practice has demonstrated their dedication to this goal and to their patients.

 

Texas Child Neurology (TCN) has joined a growing number of pediatric specialist members who are deploying the network’s patient experience tool. This email survey enables practices to gain valuable patient family input into every facet of their experience during a clinical visit.

 

Located in Plano, TCN is comprised of seven pediatric neurologists who treat the wide spectrum of neurological needs, including behavioral neurology, sleep disorders, epilepsy and neuromuscular disorders. In June 2016, TCN expanded its practice further by caring for patients at the Children’s Health Plano campus. “We saw that there were children in need and wanted to help serve,” said Diana Martin, practice administrator for TCN.

 

Last July, the practice began using the network’s current survey tool by NRC Picker. Like so many busy medical practices, TCN found it challenging to answer every incoming every phone call, allowing many calls to be answered by machine with a pre-recorded message. “By reviewing the survey data, we identified that our patients’ call-in experience was not a good one,” added Martin.

 

In response, the staff set a goal to decrease the calls that go to voicemail. The staff now place calls on hold to answer additional lines. What once was their largest complaint is almost nonexistent. The practice reports staff enthusiasm and an increasing use of survey results to track how well they are performing in this area.

 

“Our evolvement with Pediatric Partners patient survey has improved staff efficiency and our ability to respond to the needs of our patients,” said Robert Chudnow, M.D. TCN partner.

 

If you would like to know more about ways to use the patient experience tool to improve efficiency and experience in your office, please visit with your Integrated Network Advisor. The network expects to deploy a new survey tool this summer. The new tool will continue to yield valuable information using a significantly shorter patient survey.