The Power of Customer (Patient) Comments

The Full Picture

Get the full picture of what your customers are really saying about your facility, your service, and your quality of care. Customer comments provide added depth and focus to the quantitative data your organization uses for quality improvement initiatives.

Focused Improvement
Our surveys are designed to gather customer feedback after each survey section, allowing for deeper understanding of the customer’s experience on all aspects of care, and ensuring you do not miss critical opportunities for improvement.

Risk Management
Early detection and quick response almost always lead to better outcomes. Only Press Ganey enables you to read verbatim patient grievances, which can serve as an "early warning system" for possible lawsuits.

Reward and Recognition
Research demonstrates that rewarding and recognizing specific behaviors and results will improve performance through positive reinforcement. Positive patient comments, mentioning staff members by name.

Automatic. Immediate. Easy.

Press Ganey provides a wealth of opportunity to access your customer comments:

• Comment Reports - Review your patient’s comments for the month or quarter in an easy-to-read, organized report. Available either electronically or as a paper copy, this tool provides an easy reference and summary of your qualitative data. Comments are transcribed using demographic information and organized by survey section, comment rating, and other standard groupings (e.g. nursing unit).
• Hot Comments - Focus your quality improvement efforts and ensure that you are able to quickly respond to customer concerns with Hot Comments. Automatic email alerts notify you of issues requiring immediate attention when survey comments containing key words—either from our default list or your own unique, service-specific words—are received or a customer asks to be contacted. Hot Comments also allows you to generate customer reports on demand for analysis and education.
• Real-Time Comments - Hear what your customers have to say…24 hours a day. This one-of-a-kind service uploads customer comments to your online eCompass account within days of the receipt of the survey. Recognize exemplary employees, or pinpoint areas for immediate service recovery by analyzing customer comments through infoEDGE®. Real-Time Comments will deliver your customer responses quickly and directly into the hands of those who can most effectively respond to them.
• First Person - This quarterly compilation enables you to search, organize, and analyze customer comments based on an array of characteristics and treatment variables using this search-and-sort Microsoft Excel® file.