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How to Gather and Use Patient Experience Data with the Pulse One Minute Survey
(A previous series available on SoundCloud)
Welcome to Health Pilots, where we interview people pursuing new solutions for health care in low-income communities. You’ll hear about new technologies and workflows, human-centered design, and how to collaboratively innovate.
Many clinics face the challenge of delivering a pleasant and comfortable patient experience. Measuring that experience effectively can be one of the most vexing parts of that work. In 2014 CCI, with support from the Blue Shield of California Foundation, launched the Engaging Patients to Improve Care program to help safety net organizations take on patient experience work, as well as actively engage patients in their efforts.
One part of that program involved rolling out to three clinics a unique patient experience survey, the Pulse One Minute Survey (POMS), a tool designed and managed by Quality Data Management (QDM), a health analytics company based out of Cleveland, OH. The POMS uses just two questions to solicit meaningful written feedback on a patient s visit. The completed POMS cards are analyzed by QDM who uses sophisticated techniques to turn the qualitative verbatim responses into meaningful insights that can inform change.
To get some deeper insights into how effective this survey was, and the lessons learned implementing it, CCI s program manager Susannah Brouwer spoke with the project leads from the three POMS grantee clinics: Laila Gulzar of Ravenswood Family Health Center, Felipe Dest of Lifelong Medical Care, and Debra Rosen of Northeast Valley Health Corporation.
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By Center for Care Innovations
5
77 ratings
(A previous series available on SoundCloud)
Welcome to Health Pilots, where we interview people pursuing new solutions for health care in low-income communities. You’ll hear about new technologies and workflows, human-centered design, and how to collaboratively innovate.
Many clinics face the challenge of delivering a pleasant and comfortable patient experience. Measuring that experience effectively can be one of the most vexing parts of that work. In 2014 CCI, with support from the Blue Shield of California Foundation, launched the Engaging Patients to Improve Care program to help safety net organizations take on patient experience work, as well as actively engage patients in their efforts.
One part of that program involved rolling out to three clinics a unique patient experience survey, the Pulse One Minute Survey (POMS), a tool designed and managed by Quality Data Management (QDM), a health analytics company based out of Cleveland, OH. The POMS uses just two questions to solicit meaningful written feedback on a patient s visit. The completed POMS cards are analyzed by QDM who uses sophisticated techniques to turn the qualitative verbatim responses into meaningful insights that can inform change.
To get some deeper insights into how effective this survey was, and the lessons learned implementing it, CCI s program manager Susannah Brouwer spoke with the project leads from the three POMS grantee clinics: Laila Gulzar of Ravenswood Family Health Center, Felipe Dest of Lifelong Medical Care, and Debra Rosen of Northeast Valley Health Corporation.