San Francisco Department of Public Health (SFDPH) struggled to collect data and understand the patient experience with their mail-out CG-CAHPS survey because it was inaccessible to low-literacy patient populations.
Low engagement with mail out surveys also added to poor response rates. SFDPH could not effectively gather necessary patient feedback to identify and bring about actionable change. SFDPH faced a common challenge seen across healthcare, where response rates to CG-CAHPS patient experience surveys are as low as 34% and on the decline.
The SFPDH team asked Tickit Health to improve their response rates with a digital survey to reach patients in a more accessible, timelier way.
In collaboration with the University of California, San Francisco, Tickit Health created an evidence-based, multilingual, low-literacy digital CG-CAHPS survey at the fifth grade reading level for SFPDH to capture the voice of a wider, more diverse sample of patients. Questions were modified to increase response rates with the use of engaging icons, relatable language, and an easy to navigate interface.
Tickit Health adapted the CG-CAHPS survey to a fifth grade reading level.
- 79% increase in the number of CG-CAHPS survey responses with Tickit™
- Only 9 minutes required to complete Tickit™ CG-CAHPS, compared to the estimated 15 minutes for paper-based CG-CAHPS
- 80% of patients surveyed did not need any assistance with the Tickit™ tool.
“[This tablet] is quite easy to do, because everything is easy to read. You just have to point your finger at the answer.”
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