In this webinar, industry expert Dusty Deringer explains how combining your patient satisfaction data with your front-line complaint management system can help solve this problem. For one hospital, incorporating survey data into its patient feedback management system resulted in a 70% improvement in patient satisfaction scores.

It’s not uncommon for Patient Advocates to spend hours aggregating information from multiple patient feedback systems and from survey data, such as those offered by Press Ganey and NRC. While these tools do an excellent job collecting data, they don’t let Patient Advocates manage, report and analyze the feedback in the same way a front-line patient feedback system does.

Learning Objectives

• Combining patient satisfaction data and front-line feedback systems to gain insight into the complaints, compliments and suggestions put forward by patients during – and after – their stay.
• Linking Patient Advocates and clinical leadership with data, empowering them to make timely changes using tangible information.
• Developing workable solutions for those focused on increasing patient satisfaction, regardless of department size.

About Dusty Deringer
Dusty Deringer is the Director, Service Excellence for Sisters of Charity Providence Hospitals in Columbia, South Carolina and has redesigned complaint management and patient satisfaction efforts leading to happier patients and increased patient satisfaction. Prior to joining Providence Hospitals, Dusty served as Director of Customer Service at Luther Midelfort - Mayo Health System, establishing the first ever Customer Service Department focusing on increasing patient satisfaction and managing patient feedback.

Dusty began his healthcare career with St. John’s Regional Medical Center in Joplin, Missouri as a patient advocate, customer service coordinator, and director of patient access. He lives in Chapin, South Carolina with his wife Shea and their two boys.