Patient Engagement

Patient Engagement frequently has two components -- the Patient Quality System and Patient Loyalty -- which, when used in combination, provide a comprehensive view of patient perception of quality and service. 

Patient Quality System (PQS): The premise of the PQS is simple:  Every patient has a voice. Every time. The Gallup PQS is a robust combination of research-based measurement and improvement coaching based on the concept of increasing patient engagement. It offers every patient the opportunity to evaluate their experience at the point of transfer or discharge through state of the art technologies and delivers results to management the next day. Service recovery and staff recognition opportunities are maximized with this innovative, contemporary system. Frequent management coaching sessions leverage best practices from both within and outside the organization to drive continuous improvement in quality and service delivery.

Learn more about the Patient Quality System.

Patient Loyalty: Leaving patients with a positive feeling about the care they received is the primary goal, however the organization's viability rests on whether those feelings are translated into a tendency to use the facility for future healthcare needs -- in other words, whether the organization is building loyal patients. Loyalty, more so than just satisfaction, is statistically linked to financial and growth metrics and overall sustainability. In addition to measuring patient loyalty soon after care, the system meets JCAHO requirements for pain management, education, and safety.