COMMITMENT TO CLINICAL EXCELLENCE
COMMITMENT TO CLINICAL EXCELLENCE
Enhancing Patient Engagement and Experience : Piloting Medallia
In 2020 , UAB Medicine launched Medallia – a new performance management platform – with the goal of enhancing patient experience data . The UAB Department of Orthopaedic Surgery was one of the first departments to pilot the program .
The Medallia system automatically sends a postvisit survey to patients via text message or email . Patients receive the survey within minutes of leaving their appointment and are encouraged to share in-depth feedback about their visit . Feedback is monitored daily , any patient concerns or questions are addressed in real-time , and the data is used to improve patient satisfaction and the quality of care .
SEEING QUICK RESULTS
Access to real-time patient experience feedback and data are the main benefits of implementing Medallia . Using this new electronic platform significantly increased our response rate compared to the outdated surveys . After only four months , the number of survey responses quadrupled . This valuable uptick in overall data from a wider scope of patients allowed for a more robust view of the patient experience associated with our services .
Medallia has allowed us to make changes that improve patient satisfaction with our providers and staff , clinic wait times , scheduling , parking , and many other areas . We use the comprehensive data provided to focus on key areas and better identify problems and successes .
Additionally , providers receive monthly reports highlighting their personal scores and survey comments , which helps them better understand their strengths and opportunities for improvement . Providers and staff , alike , are informed of both positive and negative responses , to help ensure that positive performance is rewarded and problems or concerns are addressed .
EXPANSION OF ADVANCE PRACTICE PROVIDERS LEADS TO QUICKER APPOINTMENT TIMES
In 2015 , the Department of Orthopaedic Surgery led the way in establishing an independent Orthopaedic Advance Practice Provider ( APP ) Clinic . This expansion and enhanced utilization of our APP colleagues has led to an increase in available clinic visits and eased the wait time for patients seeking appointments . Since 2017 , the Orthopaedic APP clinic has seen a 72.7 % growth in overall clinic visits and is projected to see 5,275 clinic appointments be the end of 2022 . The commitment from our APPs and clinic staff to ensure the APP clinic launched successfully show the dedication and care they have for our patients . uabmedicine . org / referortho 7