Wayne County Hospital further enhances its commitment to quality service with new customer satisfaction survey tool

Leading Provider of Healthcare Services Selects Client IQ™ Touch Screen System to Collect Real-Time Feedback

CORYDON, IA October 25, 2011: Wayne County Hospital, a leading provider of healthcare services in Iowa, today announced that it has implemented Client IQ customer survey system by Qualitick™ in its Emergency Room.  The ability to quickly and accurately capture customer satisfaction data further enhances Wayne County Hospital’s mission, which is to provide the very best medical care and service to every patient.

“Service excellence is a priority for Wayne County Hospital, and we fully appreciate the fact that our customers have many alternatives for where they receive their healthcare,” Laurie Ehrich, Chief Communications Officer of Wayne County Hospital, stated.  “While the response rate to our customer satisfaction surveys has always been good, we believe we can do better.  Receiving real-time feedback will give us a more accurate, timely pulse on what our patients are thinking.” Client IQ enables our patients to complete a customized survey via a touch screen monitor in the waiting area before leaving.  The survey takes about 60 seconds to complete, and once each survey is completed, administrators and physicians receive the data as well as automatic alerts when a patent reveals a service concern. “Surveys are more than just numbers,” said Laurie Ehrich.  “As an organization, Wayne County Hospital seeks to learn from the feedback and use the results to identify areas for improvement. Outcomes with lower scores that are important to the patient – such as wait times, provider performance, and whether they would recommend our facility – help us better invest and deploy resources such as training and development programs for our associates, physicians, and their staff.  Being able to analyze the data in a short time frame will arm us with the information we need to implement sound decisions and correct inconsistencies on how we deliver healthcare on a daily basis.”

“We are delighted that Wayne County Hospital ER has selected Client IQ to augment their patient satisfaction survey strategy, knowing how important the quality improvement process is to their top-level management,” said Prash Pavagadhi, Qualitick’s Chief Executive Officer and Co-Founder. “No matter which method a company uses to survey customers, a quality measuring tool is essential.  Client IQ offers accurate, immediate results that will help Wayne County Hospital measure results, plan and execute changes to improve satisfaction, and then measure the effectiveness of those changes.  Wayne County Hospital is one of the best providers of health care.  Now, they will have the statistics to further back that up.”