DRDH has launched a new digital patient experience tool, partnering with Qualtrics to offer a fully digital, advanced, user-friendly survey experience. Through Qualtrics, patients seen in DRDH’s Emergency Department or Inpatient Unit will have an opportunity to provide feedback on their experience in a confidential, anonymous, and secure way that is timely and easy, helping to continue to improve care and services.
Launching today, patients seen in DRDH’s Emergency Department or discharged from the Inpatient Unit will receive an email following their visit to invite them to complete an electronic Patient Experience Survey. Previously, DRDH sought feedback using a paper-based tool, sent in the mail after visits.
With this new innovative approach, the hospital will no longer mail out paper surveys. Instead, the new electronic Patient Experience Survey will be sent to patients via email with an embedded link that brings them directly to the survey. Patients will receive the survey promptly while their experience is fresh, increasing response rates and the hospital’s ability to get results quicker. Patients can complete the survey anywhere, anytime.
“At DRDH, we are committed to providing excellent, compassionate care, and we strive for continuous improvement,” said Tabitha Kearney, VP of Clinical Services and Chief Nursing Executive. “Patient surveys are a valuable tool that our team uses to better understand a patients’ experience when they receive care from us. The move to a digital survey offers many benefits, and this new platform will increase timely feedback so we can keep improving the delivery of care for our community.”
Electronic surveys have become the standard practice across most industries, and are a leading practice in healthcare to gather patient feedback in a cost-effective, timely way. The Deep River and District Hospital surveys patients who receive care as an opportunity to continue to improve the quality of care and overall patient experience.
Frequently Asked Questions
Why does DRDH collect patients’ email addresses?
We collect patient email addresses to send each patient a Patient Experience Survey following their visit or admission. We also collect patient email addresses for those who wish to sign up for MyChart, a secure online patient portal.
If I don’t have an email address, can my partner, parent, or family member provide their email address instead?
Yes, as long as you and the other person providing the email address agree, via verbal consent to the Registration Clerk, and understand the survey is only to be answered by you (the patient).
When will I receive the survey?
Surveys are generally sent to patients by email, one to two days after they receive care.
When I complete the survey, will the hospital staff know who the feedback is from?
Your answers are confidential and will be combined with those from other patients in a report provided to the hospital with aggregate data and feedback. Your identity will remain anonymous.
How are my responses used? Who has access to these responses?
Information we gather from experience surveys gives us insight into your experience and perspective on the quality of care you receive at the Deep River and District Hospital. The information received will help inform and improve person-centred care across the hospital and improve the delivery of services.
It is important to note that these are confidential surveys, your information will not be shared.
Will I receive multiple surveys if I visit DRDH more than once?
Once you submit your survey, the system will automatically remove your name from the list, so you do not receive multiple invitations to participate in the survey for at least three months.
Who will the survey come from?
You will receive the Patient Experience Survey email from DRDH’s Vice President of Clinical Services and Chief Nursing Executive.
Will a patient’s email address be shared with a third party?
No, the hospital along with Qualtrics, the independent firm conducting the survey on our behalf, are the only organizations that will receive the patient’s contact information. Qualtrics and DRDH fully comply with federal and provincial privacy legislation, which governs the collection, use, and disclosure of personal health information within the health sector.