AUCH’s mission is to help reduce barriers to healthcare through health promotion, community engagement and development, education, and policy analysis. To deliver better healthcare across Utah, it was important to gather patient satisfaction data to better assess the needs of the community. This data would allow AUCH to improve operations through better analytics. To accomplish this, Shelly Phillips, AUCH Data Resource Coordinator, planned to collect patient feedback and provide reports back to management to guide new programs and plans that would optimize their patients’ overall experience.
Prior to SoGoSurvey, Philips had to request the development team (which was outsourced) to create surveys as they needed to be programmed. But doing so was not always a priority for the development team. As a result, her data operations team missed major deadlines with its Electronic Patient Satisfaction Survey Program (ePSS), causing real frustration for the team and dashing management’s expectations. When surveys were finally developed and distributed to patients, piecing together the necessary management reports was an arduous, labor-intensive task. Reports were manually created from Excel files for each individual clinic and then manually rolled up into a consolidated report. It would easily take up to a month and a half to get the reports out – reports that were done on a quarterly basis. The AUCH Operations and Data team needed a much more efficient solution, and they began researching alternatives, checking reviews, websites, comparing features, and seeking solutions with automated reporting capabilities.
After a diligent review, SoGoSurvey became the platform of choice. “SoGoSurvey was way ahead of the competition in the top slot with the second contender much further down,” Phillips shared, “SoGoSurvey left others in the dust. I was impressed by everything!” Its reporting capabilities varied and advanced question types, and easy customization were especially important to AUCH. “It’s a powerful tool as it enables you to do quite a few unique things, especially with logic branching, and we can customize each survey to the clinic’s needs.”
Learning the new software was fast and easy. A friendly account manager coupled with knowledgeable and responsive tech support were quick to reply to all questions and were also willing to schedule conference calls to discuss any issues, sending out periodic helpful videos and tips. Training was readily available for survey development. “Customer and technical support are top notch! They are there to help me use the software in the best ways possible for AUCH and for our customers. SoGoSurvey is lovely to work with, are thorough, and they go the extra mile to help me. Bravo, everyone! I highly recommend them.” said Phillips.
- Weighted mean score capabilities in graphs
- Dashboard features to help clients visualize how their data “stacks up”
- Multi-question branching, display question logic, and language translation
- Different question types (radio button, check box, text, grid/matrix, etc.), formatting, descriptive text, etc.
- Many report types supported with easy-to-use automation
- Data aggregation to help in project planning
- An export tool that allows reports to be saved in Excel and/or PowerPoint format
With the help of SoGoSurvey, the AUCH Patient Satisfaction Survey Program has been a success. The AUCH Board has received rave reviews from all their health centers, and excellent results from satisfaction surveys with their patients sharing glowing reviews. “This supports the idea that the move to SoGoSurvey was the perfect move for us,” said Phillips.
The Operations and Data team have exceeded management’s deadlines with patient surveys and no longer need to rely on previous vendors. Developing and distributing their own surveys in a timely way allows the team to revise existing surveys at any time to satisfy the needs of their demanding health care customers.
“I love your SoGoSurvey software. I cannot say enough. It’s everything I need to create a survey right at my fingertips. But not just create it, it also allows me to manage and review the data – even import/export to different places. It’s a one stop shop for everything — access to data and reporting tools. SoGoSurvey puts me in the command chair. I can now do it myself,” said Phillips.