Hector Mackay, CEO, Netcare Hospitals.
"I never would have believed we could have got this far this quickly."

Brent Lemonds, MS, RN, EMT-P, Director of Emergency, Flight and Trauma Services, Mountain States Health Alliance.
"I have the ability to drill down on patient satisfaction by shift in a timely fashion. The system allows me to intervene quickly and give appropriate feedback to those that can correct problems."

Dr. Clay W. Runnels, MD, Assistant Medical Director, Johnson City Emergency Physicians.
"SurveyNOW! has drastically changed the way we manage our Customer Service Program. The rapid feedback has enabled us to identify and correct problems before they affect other patients."
"By using palm tops, we have drastically increased our number of questionnaire responses. We have a more accurate feel for the deficiencies in our customer service delivery."

Dr. Chris L. Gillespie, MD, Medical Director, Johnson City Medical Center Emergency Department.
"SurveyNOW! gives me real time information that helps me make rapid decisions regarding patient satisfaction and this has a direct impact on quality patient care as well. I can quickly match patient satisfaction results with various factors including time of day, shifts, providers, areas in the ED etc. and correlate the data with other ED functions such as census, holds for admission and staffing levels. In the past our patient satisfaction survey has given very limited results (less than 4% of all patients seen in the ED) and reports were delayed by as much as three months. It was impossible to react in a timely manner to the information that was provided. Our Nurse Director has been able to intervene, within a very short time (minutes to hours) to some negative trends. Specifically, when he saw that there were some issues with how our ED patients were being created by the Radiology staff. He was able to tell the director of that department and an immediate adjustment was made which improved the satisfaction scores that shift. With our other patient satisfaction survey tool, we would not have even known there was a problem for weeks to months."

"SurveyNOW! is an excellent tool in that it allows us to give virtually every patient in the ED the opportunity to participate in telling us about their ED visit. This is much better than other tools which require mailing out forms to a limited number of patients who are supposed to represent the total ED population. These mailouts tend to select out the unhappy patients who will take the time to fill something out that satisfied patients won't. I know that's how I am when I receive a survey in the mail myself...We are able to do our own internal bench marking and not be limited to "national databases" which are very hard to evaluate and compare to our specific institution."