Health Information Technologies and Processes

Patient Satisfaction Surveys - Mental Health and Substance Use

  • 1.  Patient Satisfaction Surveys - Mental Health and Substance Use

    Posted 21 days ago
    Due to the decrease in face to face contact with patients we are struggling with how to conduct a satisfaction survey.  We are wanting to send a patient satisfaction survey out thru email/Survey Monkey.   We are a community mental health center providing services to adults, children and families.  I have a few questions:
    • Has anyone done this in the past?  
    • If so, what did you include in the introduction of the survey?  
    • Did you write any kind of a disclaimer?
    • Did you have a link to your privacy notice?
    • Did you obtain patient consent first?  If so, how did you obtain this?  Very difficult due to Covid.
    Thank you for any advice.

    Kathryn Boyes
    Director, HIM

  • 2.  RE: Patient Satisfaction Surveys - Mental Health and Substance Use

    Posted 20 days ago

    Our SNF has been using a third party vendor, We Care Connect, for 2 years to administer our post-discharge surveys.

    We have had very good results. They reach out to patients twice after discharge. We were able to customize questions for both calls and assign triggers meaning that certain responses trigger email alerts to specific individuals and require intervention. For example, "you are aware of your follow up appointments" or "you understand how to take your medications".    Patients or responsible parties are alerted to the survey upon admission and discharge so know to expect the follow up. 


    Kristin Ferriter, RHIT, MHA
    Program Manager Compliance and Risk Management
    Carolina Meadows, Inc.
    100 Carolina Meadows
    Chapel Hill, NC 27517-8505
    Phone: 919.370.7184
    Fax: (919) 929-7808


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