Vital's Experience Management Tool Empowers Patients to Provide Real-Time Feedback

Enable Fast and Intuitive Patient Surveys

Improve patient satisfaction, patient loyalty, and quality of care. 
 

On average, 50 to 70 percent of hospital admissions come in through the Emergency Department (ED). Yet, admissions through the ED often lead to lower HCAHPS scores when compared to direct admits. One health system reported a 30 point difference in HCAHPS scores when the two were compared. The reality is, patients do not have an efficient or easy way to voice concerns in real-time. Complaints go unresolved and the patient experience is diminished, leading to lower patient satisfaction, reduced patient loyalty, and lost downstream revenue.

Vital’s Experience Management Tool

Vital has developed a solution for this gap by building an experience management feature directly into the ERAdvisor digital tool. With utilization rates 3 to 4 times higher than the industry average, 60 to 70 percent of patients presenting to the ED will use Vital s ERAdvisor application. Beyond viewing personalized visit information and status updates, patients can use ERAdvisor to instantly relay concerns and issues. This triggers appropriately routed notifications, allowing hospital staff to efficiently identify and manage patient concerns. Early pilot outcomes: improved Google ratings and improved staff satisfaction.

How It Works

• A text message is sent to the patient’s phone inviting them to complete the survey.

• A patient complaint will be escalated if the patient selects 3 stars or below.

• Surveys are designed to be intuitive, fast, and easy to complete. 

• If a 4 or 5-star rating is selected, Vital redirects the patient to leave a Google review.