Our Strategy

Suasion created a hybrid approach to surveying that integrated the US Department of Health and Human Services standardized program known as CAHPS with customized questions pertaining to specific practices. This strategy was ideal in obtaining patient experience data that could be compared with FQHCs across the country while still gaining anecdotal feedback regarding the health center’s strengths and weaknesses. Suasion’s ability to craft questions that resonate with audiences also provides Keystone with valuable information about their patients.

After collecting and analyzing the data, Suasion consulted with Keystone Health’s leadership and made strategic recommendations to improve patient experiences. Suasion engaged front-line staff in customer service training and provided doctor training to enhance patient communications.

For nearly two decades, Suasion has obtained and analyzed valuable patient experience information and data for Keystone Health that supports the FQHC’s grant efforts, offers insights to improve care and meets federal guidelines. Our telephone survey methods consistently achieve a nearly 30% response rate. Also, Keystone Health’s patient experience outcomes have steadily increased over the years to where the health center consistently earns excellent scores across all practices.