The Silver Avenue Family Health Center (SAFHC) didn’t believe their CG-CAHPS results were accurately representative of their actual performance.
The Silver Avenue Family Health Center (SAFHC) didn’t believe their CG-CAHPS results were accurately representative of their actual performance, and they struggled to collect adequate data to understand the patient experience. They faced a common challenge seen across healthcare, where response rates to CG-CAHPS surveys are as low as 34% and on the decline.
After thorough analysis, it was found that the issue could be tied to a number of factors:
- Inefficient method of survey delivery. Physically handing surveys to patients or mailing them after visits results in poor response rates; such methods of delivery are also more likely to upset or dissatisfy patients, biasing results.
- High cost of mailing out surveys. Mailout surveys cost approximately 10 USD per completed survey, so it is difficult to administer CG-CAHPS surveys in a cost-effective way. The CAHPS program also recommends 5 to 6 follow-up phone calls per survey to encourage survey completion, which further increases administrative costs.
- Difficult wording. The paper-based surveys are not engaging for patients, with confusing wording that decreases accessibility. The surveys are long and difficult for patients to properly read, understand, and fill out.
- Delayed response times. Even when they are completed, mail-out surveys have long turnaround times. Feedback can be delayed as much as 2–3 months. This slows a clinic’s responsiveness to patient needs, increasing patient frustration.
Lack of patient experience data adds to increasing administrative costs and difficulty representing diverse populations. As a result, SAFHC could not gather sufficient patient satisfaction feedback to receive accreditation or improve care.
More Success Stories
Maari Ma clinic reduced consultation time and gained more accurate information when assessing youth risky behaviors using Tickit.
Cleveland Clinic Canada’s Executive Health program improved the patient experience and increased efficiency by using Tickit for assessments and surveys.
Canada’s first integrated health and social service center for youth, Foundry approached Tickit Health to build its first youth intake and clinical experience surveys on a digital platform, Tickit®.
Find the perfect Tickit Health solution for healthcare.
From Screeners to assessments to questionnaires. Answer a few quick questions and we will guide you to the right product.