Home Health Provider: Patient Satisfaction Tracking and Reporting

Challenge: Administration identified complaint as a major area of opportunity to enhance the customer’s perception of the company
Senior management needed a way to standardize complaint management
When issues were resolved previously, there was no formal record with which to inform future resolutions
Solution:

Call 4 Health created a “complaint and grievance hotline”, accessible 24/7
Developed complaint handling protocol that is [...]

PVD Screening

Community outreach department developed a 3-day PVD screening in support of heart health
Promoted event through hospital’s community newsletter
Call 4 Health handled 225 calls in a 4 day timeframe, pre-screened and registered 180 people for the event
Of those, 21 had additional patient encounters at the hospital within 9 month period following screening
Hospital received $45,979 in [...]

Challenge:
Regional hospital wanted to increase enrollment for community lectures, seminars and screenings. Additionally, it sought to increase efficiency of outreach staff and improve response to community requests.
Call 4 Health Solution

Call 4 Health established a vanity number for hospital to use for all outreach programs
Operators available “24/7” to answer questions related to the event, process event [...]

Challenge:
Launched a multi media (print, radio, tv, direct mail) marketing campaign for bariatric program. The marketing campaign was supported by PR and grass roots initiatives such as brochures, flyers and posters.
Marketing department was tasked with answering calls and responding to request for information; however, callers often were misdirected by switchboard operators or lost to voicemail.

staff [...]

Challenge:
Family Planning and Wellness Center sought a solution to help the organization to (1) increase patient satisfaction scores (2) improve revenue (3) increase amount of time nurse leaders devote to patient care.
Administration wanted to find a way to improve customer service by allowing the callers to gain access to appointment schedulers in the least amount [...]