MetCare and Client IQ
About MetCare:
Metropolitan Health Networks, Inc. (“MetCare”) is a leading provider of health care services to people with Medicare in Florida. They care for approximately 35,000 customers in 16 counties in south and central Florida. Founded in 1996, their team of physicians, health care professionals, and associates are dedicated to serving their customers with the highest standards of medical treatment and personal service. MetCare is recognized by the National Committee for Quality Assurance (NCQA) as a level 3 National Physician Practice Connections®. MetCare’s mission is “to provide the very best medical care and service to every customer, every time.”
The Challenge:
MetCare is committed to providing its customers the best care and service at each and every one of its locations in south and central Florida. To ensure that they are striving towards this mission, they listen to their customers in a meaningful, accurate, and timely manner. MetCare had already experienced other feedback/measurement methods prior to reviewing their methodology. Their primary challenge was that of the long time lags between measurement. MetCare was looking for a real-time system that augmented their current data gathering process and one that would dovetail with their quality improvement methodology...MORE
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Download the MetCare Case Study in PDF Format |
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EmCare® and Client IQ
The Challenge:
With the never-ending list of challenges facing emergency departments today, increasing patient satisfaction is more challenging than ever before. But because EDs are the front door to the hospital for many patients, high patient satisfaction is critical to a hospital’s reputation and success.
Immediate Patient Feedback:
EmCare also brought in Client IQ™ patient survey kiosks by Qualitick™ to gather immediate feedback on patients’ experiences. As they exit the ED, patients have the opportunity to stop at a kiosk and respond to both standardized and customized questions. EmCare then uses the standardized responses to benchmark participating hospitals and harness best practices. “It’s very hard to modify behavior in individuals based on Press Ganey surveys because there are so many loopholes in the way people think about Press Ganey, but with Qualitick, we can get very personal,” says Dr. Loman. “How was your nurse? How was your doctor? Were you communicated with properly? Were you happy with your visit? “And we can ask them all of these questions before the double doors even close on them because the questions are all there for the asking,” Dr. Loman said. “I believe that such direct and instant feedback is the best way to modify individual behavior.”...MORE
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Download the EmCare Case Study in PDF Format |
“in my opinion Client IQ is the most progressive and useful patient experience measurement tool currently available.”
- Julie Kennedy, RN, BSN, Studer Group Coach and Consultant
“We have used Client IQ for several years in our Emergency Department and recently began using it for all of our Outpatient surveying needs. Client IQ provides real-time patient responses and allows for quick service recovery as well as opportunities for staff recognition. Client IQ is easy to use, available in English and Spanish, and has become a valuable part of our performance improvement efforts.”
- Jeff R. Turner, CEO, Moore County Hospital District (TX)
“With the implementation of the Client IQ Customer Service Survey System we are able to get real-time feedback from our patients and utilize the information to help improve the total patient experience. The feedback has also helped improve the general atmosphere and moral of the staff.”
- Steve Williams, RN, BSN, ED Nurse Manager, Higgins General Hospital (GA)
“Client IQ enables us to quickly identify service concerns and address them in real time. We find the ability to immediately address issues invaluable in our efforts to continuously improve our processes and level of service.”
- Bob Foster, MSN, MHA, Oak Hill Hospital, FL
“As a regional director, Client IQ gives me the ability to have real time, instantaneous data on multiple locations allowing me to focus efforts and change as needed and more importantly to rapidly reward and recognize.
Client IQ gives the quarterback (charge nurse) the read on the situation to be able to call an audible at anytime!”
- Ken Stackhouse, MBA, MSN, APRN, FNP-C, ENP, CEN Regional Director of Clinical Services EmCare Central Region
