New Patient Experience Feedback Program at Jefferson Community Health and Life Clinics

Jefferson Community Health & Life has partnered with Real-time Feedback by NRC Health starting Feb. 3 for surveys about services at JCH&L Fairbury and Plymouth clinics.

Real-time Feedback is a patient experience program that allows JCH&L to work to improve the patient experience. A day or two after their visit, the patient will receive a telephone call between 6 p.m. and 8 p.m. using Interactive Voice Response (IVR). The phone call will take about two minutes to complete. If the patient does not answer, the system will leave a voice mail message inviting the patient to call back. If they return the call, they will access the Interactive Voice Response (IVR) survey.

If the patient doesn’t answer or return the call, about a day later an email will be sent (if the patient has an email address included in their record.) The email has a link to a web-based assessment, which will take about 2 minutes to complete. If the patient does not have an email address in their record, they will receive a second phone call.

The system will make a third attempt to contact the patient another day later with a phone call, and if they don’t answer a voice mail will be left. The patient can return the call at their convenience and complete the Interactive Voice Response survey.

The surveys allow Jefferson Community Health & Life to improve the patient experience through addressing any concerns patients have. This partnership with NRC Health is an example of our continued dedication toward ensuring our patients have an excellent care experience, and transition back home safely into our community, using best practices established within the healthcare industry.