How Black Creek Community Health Centre increased survey responses by 300% while reducing administrative overhead

Solution

Increasing the reach of Quality Improvement survey to a wider population

Utilizing Tickit’s proprietary approach to applying Digital Empathy to survey & assessment design, the HQO client experience survey (with specific BCCHC questions) was configured onto Tickit’s user-friendly and multilingual digital platform. A smooth transition from paper-based to the tablet-based survey was also facilitated by a dedicated Tickit Health manager who carefully facilitated the implementation process, including workflow and process mapping, training the BCCHC staff, and ongoing monitoring for evolutionary revisions to the survey. In addition to consulting on the placement of tablets throughout the facility for maximum response rates, BCCHC staff were advised emailing and texting the survey to patients’ devices based on their preferences, as well as adding a link to the organization’s webpage.

With 92% of respondents feeling the questions were easy to understand and 94% finding Tickit easy to use, patients were more willing and motivated to complete the survey,  resulting in a staggering 300% increase in survey responses complemented with a 50% decrease in administrative time necessary to manage the process. This meant staff were more directly able to provide care to patients; shortening wait-times for appointments, and generally improving patient satisfaction.

Impact

Validating & Improving Quality at BCCHC

Tickit Health’s intervention helped the BCCHC team triple its response rates, reduce paper data entry and improve the quality of the person-reported data set. By producing higher-fidelity data, Tickit gave physicians & caregivers a more accurate understanding of their diverse population.

The quality management team at BCCHC have benefitted from using Tickit’s Population Management Module for aggregated population data and real-time reports for continuous quality improvement. Clinicians benefitted from alerts and indicators to streamline care and triage critical issues, reducing clinician burnout. Additionally, Tickit’s use greatly improved efficiency in the administrative work as BCCGC staff were now able to collect 3x the number of surveys while eliminating the need for any manual data entry. Using data captured by Tickit, BCCHC staff validated and demonstrated the success of its Advance Access intervention carried out as a Quality Improvement initiative: 49% of clients were able to see their healthcare provider the same day or next day and reduced the third next appointment by 27 days.

About Black Creek Community Health Centre

Black Creek Community Health Centre (BCCHC) provides holistic care and program services to a diverse client population in Toronto, Ontario Canada. The social-determinants model of care delivery is integral to BCCHC’s commitment to informed development and service delivery.