Topic: More Than 80% of Patients Willing to Take Satisfaction Surveys by Text

The data comes from Digestive Health Center (DHC) of Dallas, an ambulatory surgery center (ASC) owned and operated by AMSURG. DHC of Dallas sent about 7,400 Net Promoter Score (NPS) survey text messages to patients in 2020. Texts were delivered via Dialog Health, a two-way texting platform that enables information to be pushed to and pulled from patients, staff, and caregivers.

The survey text stated: “Would you mind rating your experience with us between a 1 and a 5, with 1 being low and 5 being high? Simply reply with the number.” The engagement results were as follows:

• About 82% of patients replied with a 4 or 5
• About 1% replied with a 1, 2, or 3

The total percentage of patients who participated in the survey exceeded 83%. In addition, more than 200 patients provided commentary when they replied with their number.

Improving Net Promoter Score With Text Messaging

The patients who responded with a 4 or 5 were subsequently texted a link to a web page where they could leave online reviews of DHC of Dallas. This has helped the ASC strengthen its online reputation.

“We are proud of the excellent patient-centered care provided at our centers each and every day,” says David Shackelford, MHA, regional vice president of operations for AMSURG. “One important way we measure our effectiveness is through our NPS survey to patients. Our strong partnership with Dialog Health allows us to leverage a texting-outreach platform, which has demonstrated an incredible rate of response.”

“Based upon the experience of clients who use text messaging for patient surveys and achieve great outcomes, we were confident that texting would deliver DHC of Dallas the results it was looking for,” says Brandon Daniell, president and co-founder of Dialog Health.

Adding Texting for Patient Surveys

The decision by DHC of Dallas to employ two-way texting for its NPS surveys was easy. The ASC was already finding success using Dialog Health to perform a post-appointment patient communication campaign via text messages. The center’s leadership expected that texting would provide a fast, efficient, and cost-effective way to gather real-time feedback from patients the day after surgery.

Topic Discussed: More Than 80% of Patients Willing to Take Satisfaction Surveys by Text

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