CareSouth Carolina Uses Patient Experience Analytics to Create Lasting Improvements

CareSouth wanted to create a welcoming environment where patients not only receive excellent care, but also consider the organization as their medical home. Their traditional method of gathering patient feedback with paper questionnaires distributed after appointments was time-consuming and inefficient, prompting them to seek a more effective way to collect patient experience data.

Actions

With the implementation of Relias, CareSouth saw a substantial increase in the volume of valuable feedback, all collected in real-time. The platform provides site administrators with instant access to patient feedback, allowing them to promptly address any concerns and facilitate service recovery. The introduction of real-time access to emotional patient feedback had a transformative impact on their approach.

Results

Patients embraced the platform to express their opinions, and customizable dashboards provided a means to identify trends and establish effective best practices across the organization, creating lasting improvements. The ability to organize real-time feedback data by provider and location made it easier for site administrators to monitor performance, recognize top performers, and identify focus areas. Most importantly, patients felt heard and valued, allowing CareSouth to gain a clear picture of patient needs and perceptions across their locations.