CASE STUDY:
PLANNED PARENTHOOD (USA)

Overview: Planned Parenthood (PP) Mohawk Hudson provides quality reproductive health care and education to 12 counties in New York. Their Education and Medical departments were interested in direct patient feedback but paper surveys proved inconsistent and not eco-friendly. The Opinionmeter TouchPoint Kiosk made their goal that much more feasible. PP currently use Opinionmeter devices in their largest clinic sites to gauge patient satisfaction as well as to advertise services and to inform patients of special programs available to them.

Problem: Being a large affiliate makes consistent patient satisfaction data collection very difficult. The medical staff concentrate on delivering quality care and asking them to assist patients with completing surveys felt like just one more task on their plate. PP also serve such a diverse population of people that they needed a mechanism to gauge what a specific group might need to make their visit more comfortable.

Solution: The Opinionmeter allows the organisation to have uniform surveys available to patients in the waiting rooms of clinics that are 80 miles away from each other! Additionally, with this system they have the ability to quickly gather and review the data from these distant sites using the web-based Survey Manager. The data collected is being used to evaluate quality of care, convenient hours for patients and level of customer service. Not only do they use the system in clinics; the PP Education Department has taken the Opinionmeter TP Kiosks to community events to ascertain community knowledge of PP’s base services. The data collected has shown where the organisation is excelling and areas where some fine-tuning is called for.

Benefits: (as articulated by PP staff)
- Survey creation is easy and the branching feature allows for in depth data collection.
- The system is user friendly; patients are interested in seeing what the system is and want to participate, unlike the old and daunting paper survey.
- Automated web-based reporting saves staff time.
- Report options are incredible, the raw data is readily available and the ability to cross tabulate data collected is enormously valuable.
- Customer Service at Opinionmeter is amazing! They have been essential in training, trouble shooting and assisting with creating reports.

Feedback:
“The Opinion Meter is one of the best investments PPMH has made to assess patient satisfaction. I continue to be amazed by the system’s functions as well as the support staff at Opinionmeter! Planned Parenthood Mohawk Hudson is dedicated to quality patient care. This system ensures we have a reliable tool for service evaluation." - Eileen Lawson, Education Team Manager

CASE STUDY: PLANNED PARENTHOOD (USA)

CASE STUDY:
PLANNED PARENTHOOD (USA)