Missouri Highlands Leverages Relias XM to Effect Change

Missouri Highlands Health Care significantly improved patient feedback and staff morale by switching from paper surveys to real-time electronic surveys, leading to a 355% increase in feedback and enabling them to better cater to their community’s needs.

“One of the areas we needed to focus on was access to care, for the hours our clinics were open. We’re getting feedback from the patients on what works best for them for scheduling and adjusting our hours. That’s been very helpful.”

– Amy Crafton, Quality Coordinator, Missouri Highlands Health Center

Challenge

Missouri Highlands Health Care faced issues with paper surveys eating up valuable staff time and yielding limited feedback, with only two out of their 12 clinics actively participating in survey efforts.

Actions

They addressed this challenge by transitioning to real-time electronic surveys, which were well-received by patients for their convenience. This resulted in a substantial increase in participation, with returned surveys per month gr0wing from 88 to nearly 400 — a 355% improvement.

Results

The organization’s ability to collect real-time feedback allowed them to adjust their services, such as urgent care hours, to better meet community needs. This change not only improved patient satisfaction and addressed patient access issues, but also served as a morale boost for staff. Crafton said that anytime she receives positive comments through the Relias XM platform, “it’s a great booster to send to our staff and let them know that the patients realize and appreciate their efforts.”

Measurable Outcomes

+ Switched from paper to digital surveys

+ Increased patient feedback by 355%

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Success Story

Missouri Highlands Leverages Relias XM to Effect Change

Challenge

Actions

Results

Measurable Outcomes

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