Northwestern Medicine is implementing shorter patient experience surveys that give hospital-based care teams and leaders the ability to act on feedback quickly. Ambulatory clinics and Immediate Care Centers launched the new survey and reporting tool in fall 2019, and the new survey platform recently recently began rolling out to ambulatory surgery, hospital-based outpatient areas and emergency departments. In July, hospital inpatient units will implement the new platform.
Surveys with fewer questions have had great success in the ambulatory environment, while still gathering actionable data and feedback. The same result is expected in the additional care areas. The surveys contain Likelihood to Recommend (LTR) questions for location and provider, additional questions to support Magnet® designations when needed, and improvement-driver questions.
As it is integrated with patient surveys, the physician star rating system on nm.org also will be updated, and more information about this transition will be shared when ready. Key features With the new surveying platform, hospital-based surveys will allow for the following:
Data-driven, actionable survey results in real-time. The survey will arrive soon after a patient encounter, allowing patients to submit feedback while the visit is fresh in their mind. Clinical teams will be able to identify actionable areas to address in a much shorter window of time.
A more modern patient engagement tool. Patients will receive a short survey via text message or email, depending on their communication preference.
For more information about the survey transition, visit the Patient Engagement page on NMI. An FAQ document is available on the page with detailed information about the new survey.