Page 97 - Client Coordinator

How to Survey:
 Surveys are done automatically and electronically (e-mail and text) through
Demandforce settings.
 Surveys should take less than 3 minutes to complete.
 Surveys do not include any marketing or selling of other services.
 Surveys are done in a way that allows the customer to give an ACCURATE
answer.

For example: Often times a face-to-face survey with a client while they
are in our hospital will be answered more positively than honestly. This
is because clients don’t want to offend us or get into a longer
conversation. They will be more honest when completing it in private
on their own time.

Another example: If the questions are geared towards negativity it may
be attempting pull out a complaint that does not exist. It may also
make a customer think of something negative about us when they were
perfectly happy with us before they took the survey

When to Analyze Results:
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 Monthly by the 10 of each month for all of last month.
 This monthly allows to have enough of a sampling of client surveys. This
give us enough numbers to overall trends.

How to Analyze Results:

1. Log into Demandforce  Click Surveys  Scroll down to find each individual
survey completed the previous calendar month  Click “View” on each one

2. Record the results by hand on the form “Survey Results and Plan” found in
“Forms – Misc”.
3. If you see any comments showing a customer is not completely satisfied and
not already contacted via the reviews (See “Review Responses”), call that
client NOW to resolve it (see “Client Complaints” in the main policies
manual).
4. Develop at least ONE ACTION STEP AND DEADLINE based on the results of
the surveys.
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5. Turn in your “Survey Results and Plan” to the director of admin by the 10
of each month.
6. D of A turns in a copy to ED for approval or declining of action step.
7. ED turns in a copy to the owner so owner can see results and plan.

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