1. An automated practice-based patient survey
Goal: to demonstrate the feasibility and acceptability of an automated practice-based patient survey

2. Automating patient outreach
Survey based on existing technology, already adopted by primary care practices, to send automated patient phone, , text message reminders for appointments, practice notifications, etc.

3. Patient survey
Short survey sent by or automated phone call within 72 hours of visit to a practice
Phone up to 4 retries
sent once with link to on-line survey

4. Survey questions in English or French
At your last visit with your family doctor or nurse practitioner, how good was the doctor or nurse at giving you enough time on a scale from 1 to 5?
Thinking about the care you received from ALL the persons you saw in ALL the places you received care over the past 12 months, were there times when the person you were seeing did not know about changes in your treatment plan that another person recommended on a scale from 1 to 3, where 1 is never or rarely and 3 is often or very often?

5. Mode preference by age Mode Preference Age 18-24 n=29 Age 25-64 n=553
Total
N-851 %
89.7%
75.9%
57.8%
69.6%
Phone %
10.3%
24.1%
42.2%
30.4%

6. Mode preference by income
<$20K n=113
$20K-40K n=165
$40K-60K n=162
$60K-100K n=206
100k+ n=136
Total
n = 782
(%)
55.7%
61.2%
71.0%
79.1%
83.1%
70.9%
Phone (%)
44.2%
38.8%
29.0%
20.9%
16.9%

7. Mode preference by chronic condition
Mode Preference
0-1 chronic condition n=234
2 chronic conditions n=130
3 > chronic conditions n=479
Total
n =843 %
84.6%
70.8%
64.1%
69.6%
Phone %
19.2%
29.2%
35.9%
30.2%

8. Response rates by mode and income
<$20K n=113
$20K-40K n=165
$40K-60K n=162
$60K-100K n=206
100k+ n=136
Total
n = 782
%(n)
46.0%
29/63
57.4%
58/101
64.3%
74/115
66.3%
108/163
64.6%
73/113
61.6%
342/555
Phone
23/50
35.9%
23/64
38.3%
18/47
37.2%
16/43
43.5%
10/2
39.6%
90/227

9. Lessons learned Automated survey is feasible
Language preference easy to incorporate
response rates appear significantly better than phone
Age and income differences in vs phone preference as well as response rates.

10. Cost Cost of current commercial patient survey services
Cost of tailored EMR linked “premium” survey $35/100 surveys

11. Future directions- direct from EMR
As part of QI or CPD, deploy survey directly from EMR like appointment reminder systems:
deployed by preset parameters at specified times and intervals, eg:
random selection within age group
If not seen in two years
After visit for PHE

12. Future directions- link to patient service
APS linked to routine automated patient outreach:
CPD update
flu shot clinics notices
appointment reminders
preventive care information
change of clinic hours notices, etc.
Increase patient buy-in
Justify cost with added service