The facilities in the Legacy network have used different survey platforms in the past, in their attempts to gather patient feedback. However, previous survey platforms did not provide the necessary information needed to assist the facilities in collecting data. One of the pitfalls of other platforms, were they required a lot of manual data entry or failed to provide flexibility, adequate tracking, reporting, analytics, or features that the facilities needed to obtain the highest quality data. Hence, they required more work, and the data was not as useful.
In addition, other survey platforms’ collection of post-discharge feedback was cumbersome and disorganized. This vital information was difficult to compile and analyze accurately. “Our post-discharge calls just weren’t working,” says Anthony Carbonari, Transition of Care Manager.
Legacy implemented Sogo at the facilities it manages, to address these concerns. Not only did Sogo address Legacy’s concerns, It expanded the facilities’ ability to collect data and analyze it. Legacy started using Sogo by conducting employee engagement surveys at the facilities Legacy manages. “We found that the mandatory response options, open-ended question options, and the varied distribution channels yielded a wealth of information,” says Brandy Middleton, Director of Marketing and Engagement.
Legacy also used Sogo to help with post-discharge data collection at the facilities Legacy manages, and the results were noticed immediately. Sogo helped the Legacy managed facilities uphold one of their core values: personal touch.“We built all of our post-discharge surveys into Sogo, and it was noticeably better within the first three days,” says Carbonari. “Before Sogo, there was nothing personal about how we handled post-discharge feedback, which is one thing the Legacy managed facilities strive to be, personal. Our goal is to make sure every resident is treated like a VIP and Sogo helps us achieve this goal.”
“Also the facilities we manage are very data-driven,” says Middleton. “Each facility has its own preference for viewing data and graphs, so we had to find a way to disseminate this information into what works for each facility or audience.”
These post-discharge surveys have helped to “close the loop” for resident engagement. By reaching out to former residents and obtaining feedback, Carbonari can obtain actionable data and demonstrate that the Legacy managed facilities are genuinely interested in hearing from the facilities’ past residents. “With Sogo, I can communicate with residents even after they are discharged and maintain a valuable connection with them,” says Carbonari.
With the resident journey surveys, we’re able to examine every department involved in a resident’s care, by asking questions like, ‘How was housekeeping? How was your pain management?’ We can ask numerous questions within 48-72 hours of admission, then 10-12 days after admission, and even a couple of days after discharge.
Since Legacy has had success with the post-discharge surveys, Legacy decided to begin surveys pertaining to residents’ current experiences at a facility, in order to gain a complete view of the resident journey and address any potential issues quicker. “With the resident journey surveys, we’re able to examine every department involved in a resident’s care, by asking questions like, ‘How was housekeeping? How was your pain management?’ We can ask numerous questions within 48-72 hours of admission, then 10-12 days after admission, and even a couple of days after discharge.”
“Being able to conduct these various surveys is a great tool to have, as not only are we able to gain valuable information, but Legacy can also quantify the data and generate comprehensive reports on the various surveys,” says Middleton. “The ability to generate reports through Sogo allows the Legacy managed facilities to spend more focus on providing care to their respective residents, rather than configuring data. Finally, the reports can be customized and tailored all the way down to colors and logos, so they can be branded for each individual facility.”