Each year, we reach out to our referral partners and ask them to fill out a satisfaction survey. We do this in order to satisfy the requirements of our accrediting body (ACHC) and in order to get better–it is our number one priority to ensure our patients and referral partners are happy. We could not exist without them!
Our survey is 10 questions, and available on-line for our partners convenience. We reached out to a wide variety of sources, including hospital discharge planners, physician offices, oncology centers, home health and hospice partners, skilled nursing homes, and more. We had 38 surveys returned.
We are happy to report our 2018 results. Our average score across all questions was 4.65/5! This is a great testament to the entire team, from reception, to pharmacy technicians, to nurses, to reimbursement, and delivery drivers. Everyone here contribute to the overall experience, and 4.65/5 is getting pretty close to perfect…definitely an A!
The full results are below. Thanks to all who provided feedback, we appreciate it!
2018 REFERRAL SOURCE SATISFACTION SURVEY RESULTS
Q1: MAKING A REFERRAL TO INFUSION SOLUTIONS IS SIMPLE AND STRAIGHTFORWARD.
|
– |
Strongly Agree– | Agree– | Neutral– | Disagree– | Strongly Disagree– | N/A– | Total– | Weighted Average– |
| –
Weighted Average |
76.32%
29 |
23.68%
9 |
0.00%
0 |
0.00%
0 |
0.00%
0 |
0.00%
0 |
38 |
4.76 |
COMMENTS:
Q2: HOW WOULD YOU RATE THE CUSTOMER SERVICE WHEN YOU CALL INFUSION SOLUTIONS?
|
– |
Excellent | Good | Average | Poor | Very Poor | N/A– | Total– | Weighted Average– |
| –
Weighted Average |
86.84%
33 |
13.16%
5 |
0.00%
0 |
0.00%
0 |
0.00%
0 |
0.00%
0 |
38 |
4.87 |
COMMENTS:
I really appreciate that someone is always available, even on the weekends!!
Everyone is so nice and helpful!
Q3: WHEN I MAKE A REFERRAL TO INFUSION SOLUTIONS, I GET A CALL BACK IN A TIMELY MANNER REGARDING ACCEPTANCE OR DENIAL OF THE REFERRAL.
|
– |
Strongly Agree– | Agree– | Neutral– | Disagree– | Strongly Disagree– | N/A– | Total– | Weighted Average– |
| –
Weighted Average |
71.05%
27 |
26.32%
10 |
2.63%
1 |
0.00%
0 |
0.00%
0 |
0.00%
0 |
38 |
4.68 |
COMMENTS:
Chuck and Lynn are amazing at getting back to case management about insurance, patient costs, etc. very quickly
Same day if not the following day in the morning.
I usually hear back in a couple of hours. Occasionally it is the next day, but this hasn’t been a barrier to care.
Q4: IF MY PATIENT HAS INSURANCE BARRIERS FOR HOME INFUSION, INFUSION SOLUTIONS OFFERS A THOROUGH EXPLANATION AND ALTERNATIVE SOLUTIONS FOR INFUSION CARE.
|
– |
Strongly Agree– | Agree– | Neutral– | Disagree– | Strongly Disagree– | N/A– | Total– | Weighted Average– |
| –
Weighted Average |
56.76%
21 |
32.43%
12 |
10.81%
4 |
0.00%
0 |
0.00%
0 |
0.00%
0 |
37 |
4.46 |
COMMENTS:
LOVE this! Chuck is extremely helpful in explaining benefits and alternative options.
Very informative.
Q5: IT IS EASY TO REACH INFUSION SOLUTIONS AFTER HOURS TO MAKE A REFERRAL (ON EVENINGS AND WEEKENDS).
|
– |
Strongly Agree– | Agree– | Neutral– | Disagree– | Strongly Disagree– | N/A– | Total– | Weighted Average– |
| –
Weighted Average |
39.47%
15 |
26.32%
10 |
10.81%
4 |
0.00%
0 |
0.00%
0 |
34.21%
13 |
38 |
4.38 |
COMMENTS:
I usually call during business hours weekday
I do not work eves and weekends, so I am not aware of this.
I have never called after hours
I’m not responsible for anything related to after hour or weekends
Q6: THE LIAISON SERVICE OFFERED BY INFUSION SOLUTIONS MAKES THE DISCHARGE PROCESS EASIER FOR MY PATIENTS AND I.
|
– |
Strongly Agree– | Agree– | Neutral– | Disagree– | Strongly Disagree– | N/A– | Total– | Weighted Average– |
| –
Weighted Average |
60.53%
23 |
15.79%
6 |
2.63%
1 |
0.00%
0 |
0.00%
0 |
21.05%
8 |
38 |
4.73 |
COMMENTS:
I am not sure of this service…but usually get assistance by pharmacy
In my clinic RN role, I currently am not responsible for hospital discharge transitions. PS, grammar rules say, “…my patients and me”.
Chuck makes this look easy. Would not change a thing. He seems to always be there when we need him.
I can’t speak highly enough about the liaisons! All we have to do is give them a facesheet and everything else is taken care of, they talk to the patient, explain everything, coordinate with physicians etc, and I don’t have to be the middle man!
Chuck is a life saver and makes the referral process and discharge planning very easy.
The liaison is always in the right place at the right time. I love their willingness to step into a patient’s room to demystify the process.
Q7: MY PATIENTS SEEM SATISFIED WITH THE SERVICES THEY RECEIVE FROM INFUSION SOLUTIONS.
|
– |
Strongly Agree– | Agree– | Neutral– | Disagree– | Strongly Disagree– | N/A– | Total– | Weighted Average– |
| –
Weighted Average |
63.16%
24 |
34.21%
13 |
2.63%
1 |
0.00%
0 |
0.00%
0 |
21.05%
8 |
38 |
4.61 |
COMMENTS:
Patient’s always go back to your service if used before.
Our patients are always so thankful for the nurses and staff at IS
I never get feedback
Pt very happy with the service they receive from Infusion Solutions.
Q8: I AM FULLY AWARE OF ALL OF INFUSION SOLUTIONS SERVICES, BOTH AT HOME AND IN THEIR INFUSION SUITES.
|
– |
Strongly Agree– | Agree– | Neutral– | Disagree– | Strongly Disagree– | N/A– | Total– | Weighted Average– |
| –
Weighted Average |
39.47%
15 |
28.95%
11 |
18.42%
7 |
7.89%
3 |
0.00%
0 |
5.26%
2 |
38 |
4.01 |
COMMENTS:
I know what I need to know about OB; I have less knowledge about cancer, other areas.
I only refer patients to home services in our area.
I have only referred pts for 5-fu and home hydration. If there are other services to utilize for my patient population that would be nice to know.
Q9: I WOULD RECOMMEND INFUSION SOLUTIONS TO PATIENTS AND OTHER PROVIDERS FOR INFUSION SERVICES.
|
– |
Strongly Agree– | Agree– | Neutral– | Disagree– | Strongly Disagree– | N/A– | Total– | Weighted Average– |
| –
Weighted Average |
84.21%
32 |
13.16%
5 |
2.63%
1 |
0.00% | 0.00%
0 |
0.00%
0 |
38 |
4.76 |
COMMENTS:
I have all the confidence in the world for your services. Love that you are local and such an important part of our community! We need you. 🙂