Positive patient feedback is worth a lot to a home health agency in star ratings, referrals, and staff morale. The problem is that most of it never gets captured. Here’s a real example of how automated engagement did the capturing without anyone on the team lifting a finger.
The situation
- The agency was struggling to get HHCAHPS surveys returned from patients.
- An RN completed a Start of Care visit on 8/1.
- That same day, the patient started receiving automated engagement messages and check-ins from the agency through Visit Bridge Health.
- On 9/1, 30 days into the initial cert period, the patient became eligible for the HHCAHPS survey and the system automatically sent an educational text about the survey that day.
What the patient did
- Four minutes after receiving the message, the patient replied with a message about their care experience.
What the agency did
- Visit Bridge sent an automated email to the Clinical Director notifying them of a new patient message.
- The Clinical Director clicked the direct link, reviewed the message in Visit Bridge, and identified the “gals” the patient mentioned by name.
- Those clinicians were recognized at the next all-hands meeting.
- On 9/2, an automated Google review request went to the patient and her husband, inviting them to share their experience to help others in the community.
The takeaway
Patients who are happy with their care rarely go out of their way to say so. Without a prompt, that feedback stays in the living room. Automated engagement gives patients an easy way to speak up, gives the agency a chance to recognize the clinicians who earned it, and turns a good experience into HHCAHPS responses and public reviews — all without anyone on the team having to remember to ask.
