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.

Solutions and Results:

At the beginning of 2010 MetCare implemented Client IQ across 10 of its sites in south and central Florida. They immediately formed a new centralized evaluation and response processes to compliment the greatly increased response rates and the real-time customer feedback it was receiving from the 10 sites. This centralized approach allowed the company to keep an eye on all of the sites as customers funneled through and gave their feedback immediately upon the completion of their office experience. Because the control on performance, recovery, and recognition was in their hands, all MetCare needed to do was execute their quality improvement process. As a result, they saw an immediate positive impact in each of these following areas:

  • Reduced wait times to see physician
  • Real-time employee recognition
  • Immediate service recovery
  • Overall improvement in customer satisfaction

“By having instant notification we have immediate and substantial control over service recovery issues as well as positive employee recognition. This helps improve current and future performance in areas of quality of care, customer satisfaction, and employee satisfaction. Working with Client IQ has vastly improved our visibility in many areas of process improvement and has provided us with a clearer pathway to implementable quality control measures.”

- Lauryn Burton, Customer Care Lead, Metcare -



Download the MetCare 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