Medical Centre Case Study

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SportsMed

Patient Satisfaction Survey

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'Provided us with in depth reports within 24 hours of the survey's completion'

Practice Manager, Kevin Smith said:

“Rachel customised a survey that acknowledged the number of services and providers we have. This gave us feedback on a discipline basis which will help us in planning our marketing strategy.

In the past we have used a manual survey and collation and interpretation of data has been difficult.

We will be using the touch survey in the future and look to build on the knowledge we gained this time by drilling down a little more.

I would commend TouchScreen Marketing & Research for the manner in which they developed a survey for our use and facilitated the whole process and provided us with in depth reports within 24 hours of the survey’s completion.”

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SportsMed Canterbury Ltd is a medical practice specialising in sports and exercise medicine and health issues. Their wide range of services offered include: physicians, physiotherapy, podiatry, chiropractic, massage and nutrition.

As a specialist medical business focused on sports and exercise, it is important to their ongoing business to understand the customer experience: who their patients are, how they rate various aspects of their service and whether they would recommend SportsMed to their family and friends.

Previously patient feedback and research has been gathered using a paper and pen survey distributed by receptionists. The survey data was then manually entered into spreadsheets and the results collated.

In October 2007, TouchScreen Marketing & Research created an interactive touchscreen survey using their paper questionnaire as a starting point. Two ELO touchscreen kiosks were placed in the patient reception areas offering a pair of ASICS shoes as an incentive to complete the touch screen survey.

Next Time When SportsMed Survey With Touch Surveys

Now having completed their first touch screen survey, for the next round of surveying, Kevin is keen to take advantage of the ability to programme the survey. A touchscreen survey is an effective tool for gathering health survey results in such a multi-disciplinary environment as the survey can be programmed with skipping and branching to ask specific questions that are only relevant to that discipline. Effectively containing mini surveys for each discipline within the broader survey. From the respondent’s view point the programming is invisible.

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