Sending satisfaction surveys via text is an efficient and cost-effective way to gather real-time feedback from patients, according to the Digestive Health Center in Dallas, which reported that 83% of more than 7,400 patients responded to texts sent the day after their procedures.

The text asked patients to rate their experience at the center on a 1 to 5 scale, with 5 being the highest. Happily, more than 5,800 of the 6,100 patients who responded replied with a 4 or a 5. Perhaps more importantly, the center found that the ability for staff to see patients’ less-than-positive thoughts so soon after surgeries allowed them to quickly respond to areas that needed attention.

The texts even indirectly enhanced the center’s marketing efforts. Patients were sent a link to a web page where they could send an online review of the surgery center. More than 200 satisfied patients wrote reviews that enhanced the center’s reputation in the community.

“We’re proud of the excellent patient-centered care provided at our centers each and every day, and one important way we measure our effectiveness is through our NPS survey to patients,” says David Shackelford, MHA, regional vice president of operations for AMSURG, which owns and operates the surgery center. “This feedback loop is so important, as it provides visibility into our successes and also areas for improvement.”

The results validated what the center’s staff already knew. “We have been utilizing text messaging for patient communication for several years, and it’s proven to be our patients’ preferred method of outreach,” says Mr. Shackelford. “Our team is able to meet patients where they are and make it as easy as possible for them to learn of timely updates and important reminders about their care.”

Mr. Shackelford says the text system’s existence prior to the last year was a blessing for the center. “This has been particularly beneficial during the COVID-19 pandemic,” he says. “Keeping patients informed is essential to providing high-quality care and a positive experience.”