4 ) Each phone survey is built using branch logic – in other words , CTS knows what questions to ask based on responses to previous questions . The system can drill down where necessary or skip questions that aren ’ t relevant .
5 ) The survey responses are immediately recorded in a secure database stored in the cloud . Patients whose responses indicate they need additional support are flagged .
6 ) Members of the care team who are responsible for reviewing the survey data simply log into our web-based dashboard , to quickly see how many patients answered a survey on any given day and how many have been flagged as needing a follow-up call from a clinician .
7 ) Care team members can add comments and create clinical documentation of follow-up care within the platform and share progress notes with referring providers .
Because patients get to choose what time to receive their call , they are more likely to respond . On average , our response rate is 86 percent .
Providers benefit from a streamlined workflow , as well as the ability to capture data on all patients while knowing at a glance which of them need prompt intervention .
Meticulous Survey Design
CTS offers IVR surveys in six specialty areas :
• Asthma
• Congestive heart failure
• Chronic obstructive pulmonary disease ( COPD )
• Post-op general surgery
• Post-op joint replacement
• Diabetes
Each of the surveys are peer-reviewed by specialists in their field to ensure we ’ re asking patients the right questions and providing appropriate response choices . The survey content is also weighed against the latest evidence-based research in that particular area of medicine .
Following approval by clinical experts , our team converts the language to a 6 th -grade reading level and develops algorithms for each of the 15 surveys conducted during the 30-day time period . These unique algorithms stratify patients into high , moderate or low-risk categories based on their responses during the phone calls .
To illustrate how a patient with asthma would interact with a disease-specific survey , he or she may be asked the following questions throughout the month :
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