Excellence 24/7: Achieving Real Time Actionable Patient Feedback

Excellence 24/7 (E 24-7), which began in the radiology department, is based on QR bar codes displayed throughout the hospital to initiate and manage real-time, patient-initiated electronic communication.

In this webcast, Eric B. LoMonaco, Director of Diagnostic and Interventional Radiology, Community Hospital of the Monterey Peninsula, presented key points on usage and strategy behind Excellence 24/7.

By using a free scanning app and a smart device, the scanned bar code triggers one question: “If we have exceeded your expectations or fallen short, please let us know how we can help.”

If patients respond, their message is instantly routed to a hospital management team member for immediate attention. In most cases, the patient and management team member meet face-to-face within minutes, sometimes seconds, after a concern is communicated.

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