Case Study: Tracking Program

Case study: Tracking program


A Seattle area hospital wanted assistance with developing an ongoing hospital-wise patient satisfaction program.


Hardwick Research designed and implemented a program that mailed 18,000 surveys each year to patients who had been treated in any of the four areas of the hospital (Inpatient, Outpatient, Surgery Center and Emergency Room).


These surveys were being used to determine patient satisfaction with the services provided and care received, as well as appointment scheduling and billing issues. The hospital used the results to implement changes in the management and treatment of patients and their families.