Mercy’s Survey Methods Change

July 10, 2012

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Effective July 1, Mercy’s methods for evaluating patient satisfaction changed from a paper survey, mailed to the patient’s address, to a personal phone call or email survey. 

The new survey method will be used across Mercy’s four-state service area. 

“We rely heavily on patient and family feedback to ensure we are providing services consistent with the expectations of our community. This new method will make providing that feedback more convenient for our patients,” says Jon Wade, president of Mercy St. Francis Hospital.

The decision was made to change the survey process because research proves technology and personal conversations are more effective than paper surveys when it comes to gathering useful input. It also aligns with Mercy’s “green” initiatives, saving paper and helping our environment, explained Nancy Pruitt, Mercy’s customer service coordinator.

In the new process, a personal attendant who is not employed by Mercy will call patients who have been cared for on the inpatient unit, in Surgery, the Emergency Department, Home Health or Urgent Care.  Emails will be sent to Mercy Clinic patients and those receiving outpatient services at the hospital. One thing has not changed. You can either provide your name or remain completely anonymous.

Mercy co-workers will help advise patients of the following changes in survey methods:

  • Patients will no longer receive paper surveys via mail.
  • If a patient subscribes to a caller ID service, “Mercy” will appear on the phone display. A personal attendant (who is not employed by Mercy) will interview the patient and record survey responses. In the event that survey calls are not answered, the attendant will not leave a voice message.
  • Patients will be encouraged to complete any email survey they might receive.
  • Mercy registration co-workers are asked to confirm current telephone numbers and email addresses when a patient comes in for treatment. This will ensure proper delivery of the survey.

Patient satisfaction scores are continually monitored across Mercy. Wade notes, “This new method of surveying our patients means we’ll hear from them sooner, so we can make immediate changes based on their needs.”

Media Contacts

Sonya Kullmann
Berryville, Branson, Cassville, Lebanon, Mountain View, Rolla, Springfield, Aurora
Phone: 417-820-2426