Investing in Patient Experience
ARC tests new technology offering real-time patient feedback
July 06, 2015
We know that the best way that ARC can improve our patients’ experience at our clinics is to hear from our patients. That’s why we’re testing a new technology that makes possible real-time feedback.
“Quicker feedback from patients will give our clinic managers the information they need to make improvements and resolve issues on the spot,” said Lynae Harrison, EPIC Operations Manager at Austin Regional Clinic.
Harrison is overseeing a three-month pilot program testing the technology at three ARC clinics.
At each clinic, tablets are installed with a short questionnaire of just 5-7 questions in total, also known as a feedback session. Once the patient completes the session, the results become immediately available.
If a feedback session is deemed negative or positive, the clinic manager is notified immediately through email or text. Patients have the option to include their name or be anonymous.
Just launched at the end of June, each of the three clinics is testing a unique version of the tool. ARC Cedar Park Medical Plaza is using a tablet at checkout, ARC Anderson Mill is using a kiosk in their lobby, and ARC Pflugerville is using a tablet in exam rooms.
“From the physician to the front desk to the nurse or x-ray tech, all of these interactions together create a patient experience,” commented Lynae Harrison. “We want to highlight where we’re doing a great job. We also want to know where we can do better.”
ARC is working with HUMM, an Austin-based software company that has successfully rolled out the technology for restaurants. You may have seen their tablets at local restaurants such as Truluck’s or Rudy’s.
ARC is among their first healthcare customers.