Providence Medical Group (PMG) doctors and patients talk about the online survey experience and tools with KPTV News.
Using web-based surveys and focus groups, CFM Strategic Communications helped PMG gain a better understanding about what patients want and expect from the organization and its physicians. Online research can provide deeper, richer and more insightful information clients can use to improve operations, services, products and the overall customer experience. For more information about the PMG's research effort, read the article Patient opinions go digital on PMG's website.
To learn more about CFM's Panel Research services, watch the video below featuring CFM Partner Tom Eiland.
A customer research project conducted by CFM for Providence Medial Groups (PMG) recently was featured in a KPTV News. It is evident patients appreciate being asked their opinions and the results are helping PMG meet and exceed patient expectations.
Doctors and patients interviewed in the story spoke about their experience using an online survey developed by CFM. The effort helped PMG gain a better understanding about what patients want and expect from the organization and its physicians.
“Online research can provide deeper, richer and more insightful information clients can use to improve operations, services, products and the overall customer experience,” says CFM Partner Tom Eiland, who heads CFM’s research business.
Providence Medical Group – providing family medicine and specialty care clinics – has more than 70 locations and 600 physicians. PMG is part of Providence Health & Services-Oregon, a nonprofit network of hospitals, clinics, health plans and related services.
In Oregon, nearly 20 percent of households are cell phone only users, and call screening is widespread. Internet access is nearly universal. Breaking away from the limitations of using only traditional research tools, such as live focus groups and phone surveys, Providence entered into the world of online panel research in 2009 based on recommendations from Eiland.
More than 6,000 Providence patients were surveyed using Web-based research tools. More than 4,000 have agreed to participate in ongoing research by joining Providence’s “online patient panel.” The results prompted Providence to look at its marketing efforts – and how it responds to patient needs – in a fundamental new way.
“It’s important for our patients to know that we are listening and making changes,” says Marcia Williams, Providence’s chief marketing and public affairs officer. “For Providence, it ensures that we honor our commitment to knowing patients, caring for them and easing their way.”
“Our online research has helped strengthen operational commitments to customer service and has provided a quick, easy way to connect with patients,” Williams said. “It’s a winning proposition for our entire organization and the people we serve.”