your own paper patient satisfaction surveys, Mr. Weiss says it might
make sense to partner with a vendor that conducts phone call sur-
veys, so your patients don't get confused when 2 envelopes show up
in the mail.
When considering vendors who contact patients by phone, ask for
detailed information about who places the calls and what type of cus-
tomer service training they have. "The reps won't be employees of
your facility," says Mr. Weiss, "but it's not a stretch to think patients
will associate the interactions with your facility."
2. Cost
Vendors will charge a reported $10 to $25 per completed survey. Be
sure to find out exactly how much vendors charge, says Ms. Benze,
who suggests you ask these questions about the associated fees:
• Will the cost be based on the number of completed surveys or the
number of mailed surveys sent out and phone calls attempted?
• Are there start-up costs associated with initiating the service?
• What are the specific terms of the contract and is there a cost
J U N E 2 0 1 8 • O U T PA T I E N T S U R G E R Y. N E T • 1 0 7
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