Opinionmeter International, Ltd.

1-888-OPMETER

www.opinionmeter.com

Real-time Patient Feedback

Tools for achieving Quality Improvement and Service Excellence

Real-time Patient Feedback at the point of care

Agenda

• About Opinionmeter – Opening Statement• History of Doing Business with Federal

Agencies• Real-time Patient Feedback from the

Point-of-Care• Multi-Mode Data Collection Flexibility• SurveyManager – Complete Survey

Management Tool• Real-time Reporting and Data Deliver• Opinionmeter Solutions and Technology

Overview

About Opinionmeter

• Opinionmeter is an American firm providing Patient Experience Survey solutions for healthcare facilities domestically and around the globe.

• Opinionmeter capabilities directly align with new VA Leadership priorities:• Expand VA Patient Satisfaction Survey Capabilities

(Dr. Clancy)• Continuously Measure Patient Satisfaction (Dr.

Clancy)• Capture more Veteran Experience Data using Multi-

Mode, Real-time, Point of Care feedback tools (Dr. Clancy)

• Hear directly from Vets as Single Metric of Effective Care (Sec McDonald)

• Daily, Continuous and Real-time Feedback between VA management & VA Employees (Sec McDonald)

History of Doing Business with Federal Agencies

• Opinionmeter has served over 100 military installations – from Hospitals to MWR

Military Hospitals • Fort Bragg: Womack Army Medical Center

POC: Frieda Huddleston – Chief Customer Services• Air Force Medical Support Agency (AFMSA) – HQACC; HQAETC;

HQAFMC; HQAFSPC; HQAMC; HQPACAF; AFSOC; USAFAPOC: George W. Seignious, Colonel, USAF, BSC - HQ AFMC Command Surgeon

• 78 MDG, Robins AFB POC: WENDY M. LARSON, Major, USAF, BSC - Chief, Health Care Optimization

Veterans Administration • James A. Haley Veteran’s Hospital - POC: Robert Lynch - Chief of

Patient Advocacy• AK VA Healthcare System – POC: Linda Boyle: Assoc. Dir. for

Pt/Nursing Services

• Awarded GSA Schedule: Contract Number: GS-35F-0829NPeriod Covered by Contract: 08/08/2003 thru 08/06/2008. Renewal of Schedule 70 is in process, in the meantime we have access to partner Schedules.

Real-time Patient Feedback• Opinionmeter’s continuous real-time feedback

solution supports rapid process improvements by identifying root causes of service, safety and quality issues.

• Real-time service alerts enable instant customer service recovery, providing immediate improvement in the patient experience. 

• Multi-mode Data Collection provide flexibility to capture point-of-care feedback wherever the patient experience occurs.

• Higher response rates (average of 15%, compared to less than 1% with traditional paper surveys) and with more relevant, timely feedback.

• Web-based “SurveyManager” portal enables remote management of all aspects of the survey campaign, including custom survey design, media content management, report delivery and support.

• Pull On-demand reports or push on a scheduled basis

• Multiple Distribution Options by Department, Unit, Room or Patient

• Helps identify key drivers of Patient Satisfaction throughout enterprise

Multi-Mode Data Collection Options

Multi-mode Data Collection – Author Once, Distribute Anywhere. Opinionmeter offers the flexibility of using any combination of data collection methods such as: Smartphones, Tablets, Stand-alone Kiosks, Web, Email, even automated scanning of Paper surveys. The same survey can run in all modalities. Opinionmeter’s native apps support iOS, Android, Windows & Kindle devices.

Cross-Platform TechnologyOpinionmeter is a leader in enterprise survey apps, supporting a single cross-platform code-base.

SurveyManager Admin Tool A complete survey management solution

• Enterprise level application with hierarchical reporting through live dashboards

• Secure platform, HIPAA compliant. • Nothing to download, no software to install, no

maintenance, no administration• Flexible hierarchical account access and user-level privilege

controls• User management administration with usage and activity

reports for all sub-accounts and users• Robust reporting engine using interactive real-time

Dashboards. Custom Report capabilities, including Roll-up/Roll-down reporting, unlimited filtering.

• Scalable solution can be delivered via our hosted service model or run on-site within your own environment.

• API Integration, full white-label capabilities and Media content management.

Real-time Reporting and Data Delivery

Automated reporting tools allow you to get the data you need in the format you want, when you want it. Automated reporting tools empower hospital staff (and the entire chain of command) with the needed information to truly impact patient satisfaction outcomes.

• Run up to the moment reports on-demand or schedule automatic delivery of your customized reports.

• Results can be broken down however you wish: by facility, department, unit, physician or individual patient.

• Internal benchmarking: use core questions to provide key performance indicators – and use clinic or unit level questions (which can be changed regularly) in the same survey.

• Identify root causes of patient dissatisfaction through implementation of branching logic and cross-tabulation reports.

Real-time Interactive Dashboards

Summary of Solutions and Technology

• Real-time patient feedback - from the Point-of-Care• All reports can be pulled on-demand or scheduled for

automated delivery in any of the following formats: Excel, Word, PowerPoint, PDF, Web or CSV

• Satisfaction Alerts - Real-time alerts facilitate customer service recovery

• Continuous year-round patient feedback - complementing your annual surveys.

• Flexible multi-mode Data Collection options - Smartphones, Tablets, Stand-alone Kiosks, Social Media, Web, Email, or Paper. The same survey can run on all devices.

• Unique combination of reporting - use core questions across the enterprise to identify key drivers of patient satisfaction – and use clinic or unit level questions in the same survey.

• Media Content management – Digital Signage during idle time between surveys

• Opinionmeter’s SurveyManager can be delivered via our hosted service model or run on-site in your own environment.

Opinionmeter International, Ltd.

1-888-OPMETER

www.opinionmeter.com

Real-time Patient Feedback