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Tuality Healthcare gets real-time feedback in emergency department

June 13, 2013

For immediate release
Contact:  Gerry Ewing / 503-681-1654

Feedback is important to any business, especially healthcare. That’s why a new patient satisfaction survey tool in use in Tuality Healthcare Emergency Departments in Hillsboro and Forest Grove is delighting both patients and employees alike.

The tool, called Client IQ, quickly and accurately captures patient satisfaction data, allowing Emergency Department personnel to identify areas of excellence, or areas that need improvement. Patients use a touch screen monitor set up in the Emergency Department to fill out a customized survey. The survey is also available for patients on a tablet PC.

Filling out the survey takes about a minute. If a patient reveals a problem about their care, the tool alerts emergency department managers, nurses and doctors. That gives ER staff the opportunity to find the problem and deal with it on the spot, not after the patient leaves for home.

The monitor and kiosk were funded by Northwest Emergency Physicians, the group Tuality contracts with to provide doctors for the Emergency Department.

The new survey tool is experiencing a few growing pains, according to Val Collins, clinical nurse manager in the Hillsboro ED. Some patients want to leave instead of taking time to fill out the survey. Others are confused about selecting the physician and nurse in charge of their care. Long-term, Collins said, the new tool should provide better feedback from patients.

The survey questions are customizable and are similar to other patient surveys:

• Did staff address your pain?

• Was your wait time acceptable?

• Did you have questions about discharge instructions?

“The beauty of this modern device is its ability to deliver real time feedback to the treatment team,” said Dr. Darren Alexander, Tuality emergency room medical director. “It is fully customizable, and we can tailor questions to address areas of focus in our efforts to deliver the best emergency care and improve patient satisfaction in their experiences in our emergency departments.”