Dialog Health, a two-way texting platform that enables information to be pushed to and pulled from patients, caregivers, and healthcare facility staff, announces the publication of a new home health case study. This success story highlights how the Dialog Health platform helped a home health agency achieve substantial improvements in patient satisfaction survey participation while decreasing staff workload.
The home health agency selected Dialog Health after struggling to successfully conduct patient satisfaction surveys by phone and via a webpage accessed through an emailed hyperlink while allocating significant staff time to these satisfaction survey outreach methods.
Home Health Patient Satisfaction Texting Campaign Overview
With Dialog Health's satisfaction survey solution, the agency launched a tailored post-visit survey text campaign. Every patient opting in for communication via text message during scheduling received a texted survey following their visit. The survey asked patients to reply to the text message and rank, on a scale of 1 (very dissatisfied) to 5 (very satisfied), their satisfaction with the care provided by the home health clinician. The agency used the Dialog Health platform to easily include the name of patients receiving the text and the clinicians who provided their care, which helped personalize requests while further driving engagement.
Those patients who participated in the texted survey and expressed satisfaction with the care provided by home health agency clinicians were asked to text back additional comments about their experience.
Results: Text Messaging Delivers Big Satisfaction Survey and Workload Wins
From a 12-month period (May 1, 2022–April 30, 2023), the home health agency achieved the following results through its patient satisfaction survey text message campaign:
Nearly 6,000 patients completed the survey.
This represented a 51% completion rate — well above the completion rate the agency was accomplishing using phone and email.
More than 80% of patients responded that they were satisfied with the care provided by the home health agency and indicated they would work with the agency again.
The number of staff hours associated with manual patient outreach, patient communication, and data entry was greatly decreased.
Numerous compliments about the home health agency and its clinicians, which were shared with the clinicians and staff to help boost staff satisfaction.
More than 90% of those patients receiving texted surveys remained opted-in to texting with the home health agency.
The home health agency continues to rely upon Dialog Health to conduct its patient satisfaction surveys and is expanding how it is using two-way text messaging to support and strengthen other facets of its operations. Access the home health agency satisfaction survey case study.
How Can Texting Improve Your Satisfaction Surveys?
Organizations interested in adding text messaging for patient communications, including satisfaction surveys, should request a demo of Dialog Health, email firstname.lastname@example.org, or call (877) 666-1132.