The voice of our patients is essential in ensuring that we provide excellent care to every patient, every time. Historically, our hospital has measured the satisfaction of our patients using paper-based surveys that are mailed out within 30 days following discharge. However, with a number of disadvantages to this method, Mackenzie Health is currently piloting an innovative automated survey which is administered by telephone.
Calls are made to more than 50% of patients from the Woman and Child program and the Emergency Department within 48 hours following discharge. Initial findings are promising, showing higher response rates, lower costs, and the availability of more recent patient feedback.