National Research Corporation Canada
Solutions
IMPROVEMENT
BEYOND MEASUREMENT
In addition to patient experience
solutions, NRCC supports our clients’
improvement processes with educational
tools. Quarterly webinars share best
practices from healthcare providers
and a wealth of white papers and case
studies—covering everything from
hospital governance to consumer
perception—are at our clients’ disposal
to drive organizational change and
improvement. Clients can also leverage
the research of the Picker Institute, which
focuses on what behaviors, processes
and cultural attributes have helped some
healthcare providers consistently deliver
an exceptional patient experience.
Knowing that approximately half of
our admissions originate from the
Emergency Department (ED) and
that it is many times the first ‘face’
of the hospital, we were committed
to including their feedback in our
continuous aim to provide the best
experience possible. We began
collecting the emails of our families
at ED registration through a
standard script, adding mere seconds
to that process. Our NRCC survey
moved from a random sample to a
census-based selection. The success
of this switch was immediately
evident with our n-values rising from
an average of 35 per quarter to 250.
We consider this pilot a great success
and intend to move our other survey
instruments to a web-based format.
Christine Kouri, BscN, MHA
Manager for Patient Experience &
Acting Chief Privacy Officer at CHEO
Multi-Modal Measurement to Fit Your Needs
NRCC offers an array of flexible and robust solutions to measure the experience
of your patients, employees, physicians, and volunteers, allowing our customers to
focus on improvement. The survey collection modes we offer include:
WEB
WEB + EMAIL
MAIL
MAIL +
WEB LINK
PHONE
INTERACTIVE VOICE
RESPONSE + SMS
You have the ability to use any of the survey modes above or as part of a mixedmode methodology. Elevate improvement at your organization with one-click
technology though NRCC Catalyst. Catalyst is a revolutionary real-time reporting
tool that will focus your attention on prioritized and actionable patient experience
improvement opportunities. You also have the option to create your own online
survey. Using the mode or modes of your choosing you can send your patient
population a direct link to the survey. Immediate Feedback With Real-Time Platforms
NRCC has extensive experience with several real-time measurement solutions
that are administered at the point of care or immediately post care. Best practices
in care transitions are based on effective programs focusing on transitions within
and between care settings. When real-time measurement is coupled with robust
longitudinal measurement, a full picture of performance and improvement
progress is at your fingertips.
Connect Discharge Call Program
Fully-automated and semi-automated end-to-end support programs are available
to our clients to enable timely outreach to discharged patients to effectively
identify and resolve clinical and service risks. This proactive solution helps hospitals
implement a consistent, accountable, and efficient discharge call program and
streamline process improvement. The NRCC Discharge Phone Call Program reaches
out to 100% of hospital inpatient and emergency department discharges, as well as
ambulatory and outpatient surgery discharges.
Point of Care Leader Rounding (POCR)
Elevate improvement opportunities with a powerful real-time mobile solution and
web-based reporting tool. Quickly implement a structured leader rounding program
that consistently promotes a culture of accountability and transparency that often
results in real-time patient-centred service recovery. The program is simple to
implement and use and helps hospitals instill accountability and transparency into
their culture while exerting minimal demand on valuable staff and IT resources.
7100 Woodbine Ave | Suite 411
Markham, ON | L3R 5J2
o. 866.771.8231
f. 905.479.7974
Empowering customer-centric healthcare across the continuum.
nationalresearch.ca
National Research Corporation Canada
Solutions
LOOKING THROUGH THE
PATIENT’S EYES
For more than 30 years, National Research
Corporation Canada (NRCC) and our
parent company National Research
Corporation have been at the forefront
of patient-centred care with a breadth
and depth of experience collecting,
measuring, analyzing, and reporting
multiple types of experience data across
the continuum of care.
NRCC survey tools and services are
based on the Picker Eight Dimensions of
Patient-Centred Care. This concept is the
foundation of all that we do and ensures
the proper areas of patient care are being
measured using the correct scales to
drive patient-prioritized improvement
initiatives. Our clients have confidence
that they are receiving information from
the areas most important to their patients
and their family members.
Measuring the Patient Experience Journey
Across the Healthcare Continuum
National Research Corporation Canada (NRCC) is committed to delivering solutions
that provide insight across the healthcare continuum. Our survey tools, products,
and real-time solutions help providers understand patients who interact with the
healthcare system—enabling true customer-centric care.
Our comprehensive approach to integrated research, evidence-based practice
recommendations, and quality improvement helps hospitals achieve improved
patient, employee, physician, volunteer, and system outcomes. This integration of
cross-continuum metrics and analytics uncovers insights for effective performance
improvement, quality measurement, care transitions, and many other factors that
impact population health management.
Insights Across the Continuum
PS.J.D
1245
Q Street
7100 Woodbine Ave
| Suite
411
Lincoln,
68508
Markham,
ONNE
| L3R
5J2
o. 800.388.4264
866.771.8231
o.
f. 402.475.9061
905.479.7974
f.
Empowering customer-centric healthcare across the continuum.TM
nationalresearch.ca
nationalresearch.com