2 of the 24 measures tracked include the patients’ Confidence in Care and Indication that they would return to the Burger facility. Patients responded with 96.0% and 96.4% favorable responses respectively to these key measures.
Branford, CT (PRWEB) May 18, 2011
Months ago, Shawn Burger, P.T., and Chief Operating Officer of Burger Rehabilitation Services had a vision and passion for patient satisfaction. Specifically, he sought to determine if patients’ visits to their 12 rehabilitation centers was simply “worth their time”. More than six months later, he has his answer.
Paul G Faraclas, President & CEO of CTQ Solutions informed Shawn that since the surveying program’s inception, a resounding 38 out of every 39 Burger patients have responded favorably to this measure. “We are both excited and proud to receive these results,” stated Burger. "Our goal is to provide superior service and this is a testament to the efforts of our team."
Faraclas added that Burger’s excellence did not stop there. “Corporate entities need to be mindful of key loyalty indicators. 2 of the 24 measures tracked include the patients’ Confidence in Care and Indication that they would return to the Burger facility. Patients responded with 96.0% and 96.4% favorable responses respectively to these key measures. The other measures suggested that the patient experience is positive from end-to-end.”
Burger Rehabilitation hired CTQ in mid 2010 to implement EdgeSurvey™ Physical Therapy in order to electronically survey their patients on a continuous basis. With an average response rate that exceeds 40% company-wide, Burger is confident that they constantly view an accurate representation of their patient census.
“The process has been effective since we began.” noted Burger. “The approach was collaborative with heavy engagement from CTQ and our Operational Team. CTQ took the time to learn about our culture, goals and uniqueness and we were not shy about emphasizing what we specifically wanted to learn. We are able to identify and resolve issues the same day that the surveys come back into our system.”
About Burger Rehabilitation Systems, Inc
Burger Rehabilitation Systems provides physical, occupation and speech therapy services for acute, outpatient and skilled nursing hospitals throughout the state of California. Selected “Best in Business” by the Sacramento Business Journal and the #1 provider in the Sacramento region their commitment is to make a positive difference.
About CTQ Solutions, LLC
Since 2003, CTQ Solutions has helped outpatient facilities monitor, benchmark and improve Patient Satisfaction, leveraging innovative online technology, led by industry leading EdgeSurvey™.