Special Offer. Touchscreen Patient Satisfaction Research Package

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1 Special Offer Touchscreen Patient Satisfaction Research Package Customer service is arguably the most critical factor in an organisation s long-term success and even survival Touchcomputer Tablet PC Kiosk 2014

2 Streamlining Patient Feedback: In recent times, medical practices throughout New Zealand have identified paper based surveys are time consuming to administer with manual data input and report generation. Since 2007, in order to address these issues, TouchScreen Marketing & Research have offered medical practices their nationwide services and their touchscreen technology to deliver and administer affordable patient satisfaction research. What Our Clients Say about Touchscreen Patient Satisfaction Research: The TouchScreen survey is customised and adapted to suit the specific needs of the Medical Centre. Minimal staff input saves time and minimises bias. The patients find the process simple and non-threatening. Post survey evaluation reports are timely and professionally presented, providing a credible resource for the practice team to review and expand on the services provided. Having used the TouchScreen survey on numerous occasions, we will continue to recommend this invaluable resource across our General Practice client base Sue McBrearty and Isabelle Stackhouse, Directors, South Island Practice Management Limited We have had a great time with the survey: we estimate an average daily rate around 30% of patients. Thanks so much for your prompt results and in such a clear easily understood format. We will conduct an annual survey so will contact you again. Again, very many thanks. It was a very streamlined and actually enjoyable process. Robin MacAndrew, Practice Manager, The Terrace Medical Centre, Wellington

3 Patient Research Objectives: The touchscreen patient satisfaction research objectives are to: 1. Streamline the survey process and minimise workload for medical centres. 2. Offer a standardised patient satisfaction survey, with options for practice specific questions. 3. Provide consistent output to measure performance over time which complies with RNZCGP Cornerstone Accreditation requirements. 4. Provide individual feedback for each doctor and nurse to be used for training, development and KPI measurement. To address these objectives and streamline the feedback process, we have created a personalised patient satisfaction research package offering our expertise, fast turnaround of results and lease of touchscreen technology with a customised research project. Our Touchscreen Patient Satisfaction Research Package: 1. Standardised patient satisfaction survey, with the option to personalise the project with the addition of up to 5 questions 2. Option to include doctors and nurse s photos within the project to assist with their identification by respondents 3. Lease of touchscreen equipment (kiosk, touchcomputer or tablet PC) for a 3 week period 4. Added value to the research process by providing benchmark results across medical centres for key measurements i.e. overall satisfaction with visit to the doctor. Provision of electronic and printed results: a. PowerPoint presentation of graphs and comparison tables over time b. Survey report with cross tabulations c. Excel summary

4 What to expect when using touchscreen research in your medical practice: TouchScreen Marketing & Research has conducted annual or bi-annual patient satisfaction research at medical centres around New Zealand including a bi-lingual project (English, Tongan and Samoan) at Pacific Health in Christchurch. Patients: Why is touchscreen research successful? Patients of all ages enjoy interactive touchscreens and are happy to use the technology to provide feedback. Surveys are fast to complete (10 standard questions can be answered in 1 minute). Medical Practice Staff: Reduced workload for staff. No computer expertise is required. Management: Ease of using standardised research project. Each medical practice has the flexibility to tailor the questions to their business to ensure they capture relevant data reflecting their patient s experience. Reporting is comprehensive and easy to understand. The PowerPoint presentation includes colour graphs with a more detailed survey report. Tables are used to show trends over time. Using a standardised research project provides the opportunity to compare ratings of key performance areas against benchmarks gathered from other medical practices. The reporting can provide feedback at the doctor and nurse level for training and development purposes and measurement against KPIs. The survey software collates the research results automatically ensuring data integrity. Example of a touchscreen question screen and result graph

5 Special Offer: A special offer for patient satisfaction research in the next 12 months includes: Creation of a customised patient satisfaction research project including the base patient survey plus up to an additional 5 questions. Lease of one touchscreen unit for a period of 4 weeks that is 2 extra weeks FREE. Provision of electronic and printed results including a PowerPoint presentation, survey report and excel summary. $750 + GST Terms and Conditions: Cost of $750 + GST does not include freight costs. Please note there are no freight costs within Christchurch. TouchScreen Marketing & Research Contact Details: For additional information and bookings please contact Rachel Wells at TouchScreen Marketing & Research: rachel@tsmr.co.nz Telephone: or Website:

6 Article published in PMAANZ Newsletter: Instant Access to Your Patients Thoughts A Competitive Advantage Why do patients take the time and effort to complete customer surveys? According to Rachel Wells, General Manager, TouchScreen Marketing & Research, patients view requests for their feedback as an interest in their opinion and a commitment to change and action. Surveys heighten patients' expectations that a business is keen to improve and is going to drive change. Knowing what your patients think can be a significant competitive advantage to your business and can differentiate you from your competitors. Patient satisfaction surveys can be used as an effective tool to measure the patient experience, strengthen customer relations and improve loyalty. Traditional survey approaches can be hampered by low response rates of paper-based and telephone surveys, interviewer bias, data entry errors and time delay in receiving survey results. Touchscreen surveys are one of the more innovative survey techniques available to New Zealand businesses. They enable businesses to gather feedback at the point of service, where patients can express their opinion and satisfaction levels moments after their experience. Respondents simply touch their answers on the screen of a kiosk, desktop PC or tablet PC, which has been customised to collect specific answers. Throughout a survey project, responses are tabulated instantly by Digivey survey software, eliminating the need for data entry and manual manipulation of results into excel graphs, cross tabulations and result filters. Immediately after a project is concluded, Digivey results are presented in a PowerPoint presentation with colourful three dimensional colour charts and easy to understand actionable reports. Medical practices using touchscreen surveys have commented that their patients enjoy the approach and willingly participate. The reporting is professional, efficient and the data, user friendly and easy to follow. In multi-disciplinary environments, the ability to programme and customise the questions around each department ensures it provides relevant and useful information as well as the general shared environment. Effectively containing mini surveys for each discipline within the broader survey. From the respondent s view point the programming is invisible. In Touch With Your Patients Touchscreen surveys have been successfully used by the multi-service provider, SportsMed Canterbury. Their Practice Manager, Kevin Smith commented Rachel customised a survey that acknowledged the number of services and providers we have. This gave us feedback on a discipline basis which will help us in planning our marketing strategy. In the past we have used a manual survey and collation and interpretation of data has been difficult. We will be using the touch survey in the future and look to build on the knowledge we gained this time by drilling down a little more. I would commend TouchScreen Marketing & Research for the manner in which they developed a survey for our use and facilitated the whole process and provided us with in depth reports within 24 hours of the survey s completion.