Please read and respond to the post below Good evening Professor and fellow Classmates When I came on board my currect p

[answerhappygod]

Please read and respond to the post below
Good evening Professor and fellow Classmates
When I came on board my currect position, Clinical Research
Lead, we were in the start up phase within my department. Patients
would call and complain about certain treatments but, it was coming
from the site staff then back to my department, which is virtual.
Sometimes it would take 3 weeks before I received a patients
complaint based on treatment. This is when I incorporated patient
surveys. The surveys not only gave me patient feedback and
information, but it also gave me the patients ratings in rather or
not our company was worth promoting through word of mouth, NPS (Net
Promoter Score).
Once the survey was introduced to the organization leaders,
everyone raved about it. We all got together and created a survey
that was right for our team. It gave direct areas of improvement
and showed the patients overall rating of the employee. This helped
with coaching the employees, improve our NPS score, and it also
allows for some one on one conversations with our patients.
Leaders we not proactive in sharing the information with their
team, the focus was being able to get direct communication from
patients to management, however, if the team member is not aware of
the need to refocus in one area, they could possibly never improve.
I also think the survey time frame to reachout to the patient is
too long. People sign up for things often and once a survey is sent
3 days later, the patient may not even be interested nor remember.
I think surveys should go out immediately after service is
rendured. This way the reminder of the survey is fresh along with
the patients experience.
Kenesha Applewhite