has allowed us to make this a professional department."Resolv
drives Results
-
"Resolv
has allowed us to make this a professional department."- “We use your product every day and it is an integral part of what we do. After an in-depth review of your competitors, we chose Resolv
because of its deeper functionality. After two years of using Resolv, we would make the same choice.“- “We have always appreciated the professionalism and responsiveness of everyone in your organization.”
Problem
A 300 bed hospital with a series of outpatient clinics lacked an integrated and automated system to
track and analyze their patient complaints and compliments but instead used a paper-based comment
management system. With the current systems in place, the Administrative Director of Customer
Service had little control over the complaint process and no management tools to improve the hospital's
performance.
Our Solution
The client's team implemented, Resolv
, an integrated and automated comment management system.
Resolv captured comment data in real-time from patient comments, letters, phone calls, and comment
cards. With Resolv, the comments were logged, categorized, and immediately distributed to key personnel
for action via the hospital's internal email system. The system not only tracked comment history for
regulatory compliance but sent trigger emails on risk management related complaints. With patient
comments entered and categorized, data mining for trending and managerial tools was accessible at the
push of a button.
Results
Within three months after the hospital implemented the new system, the hospital was able to see
impressive results and benefits. More effectively capturing comments from letters, phone calls, and
comment cards, the system increased the data capture and tracking by 80%. Resolv provided an
immediate system of accountability with respect to department managers. Because of the time saved with
automated reports and letters, the hospital was able to redistribute four of six patient advocates out to
the floor to improve the patient experience, rather than entering data in the office. The customer service
department increased work-force efficiency by 67%.
Since implementation of Resolv, the hospital has been named one of the nation's 100 Top Hospitals®
three times. The 100 Top Hospitals award recognizes hospitals that have achieved excellence in clinical
outcomes, patient safety, patient satisfaction, financial performance, and operational efficiency. This
hospital also received the HealthGrades Outstanding Patient Experience Award™ for 2009-2010, and
National Leader in Patient Satisfaction Award from Press Ganey, Inc. Survey, 2003-2007.
"Resolv has brought us light years ahead of where this organization was." - Administrative Director of
Customer Service
