• Case Study: University Health Network

     


    UHN

    Summary

    UHN's small patient relations team facilitates centralized complaint management using RL Solutions’ patient feedback software, resulting in reduced complaints and increased internal customer satisfaction with data.

     

    Products

    Feedback

     

    Healthcare Organization Type

    Healthcare Network

     

    Client Since

    1999

     

    Key Challenges

    • Small patient relations team, responsible for 3 large acute care hospitals
    • Work demands led to team manually inputting paper files, resulting in data consistently being 2-3 months behind
    • Need to track actual complaints and staff inquiries in real-time
    • Part-time administrative assistant needed for data entry

    Key Benefits

    • Real-time data captured, improving information accuracy and quality of care throughout the hospital
    • Incident resolution time reduced by sending monthly & quarterly reports to specific departments
    • Patient relations department’s Annual Report posted publicly to increase transparency
    • Part-time administrative assistant no longer necessary
    • Comprehensive reports help quickly determine problem areas
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