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Case Studies |
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Health Care Success Story
with Kaiser Permanente |
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Sector: Health Care
Overview: Kaiser Permanente is America’s
leading integrated health care organization, with over 8.2 million
voluntarily enrolled members as of December 2003. The Radiology
Department was the first department at the Oakland Medical Center
to use the Opinionmeter. Radiology uses the Opinionmeter to survey
staff and members about satisfaction and customer service.
Problem: Using traditional mail-out survey, department
managers have needed to wait up to 6 months before receiving patient
feedback data. According to John Maio of the Radiology Department:
“We get six-month-old data from member patient satisfaction
surveys that are used across the region, which includes 8 million
members, spread across many different facilities. Well, that’s
pretty tough to work on because I don’t know what has happened
since the time the survey was taken.”
Solution: By placing the Opinionmeter at the
point-of-care, Kaiser managers now have immediate access to feedback
from their patients about their just-completed visit. Managers can
customize their survey questions, insuring relevant information
and timely data. Additionally, the Opinionmeter is used as a tool
to survey staff, insuring anonymity.
Benefits: |
Simple to use device placed at the point-of-care
obtaining customers opinions while it is still clear in their
mind. |
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Instant access to survey data relevant to the location
where the Opinionmeter in positioned. |
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Automated web-based reporting saves staff time. |
Feedback: “When I saw the Opinionmeter demonstrated,
it occurred to me that I could get rich data at the point of service,
as opposed to data that is mailed out to people a long time after
their interaction with hospital staff. The Opinionmeter is a positive
tool to help reinforce positive behavior and motivate change...
The Opinionmeter helps us set and achieve our customer service goals.
With the Opinionmeter, I can get information and try to act on it
immediately. I’m wild about it."
John Maio,
Manager of Diagnostic Imaging
Kaiser Permanente
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Case Study of Kaiser  |
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