Case Study: Providence Medical Group Improves Patient Feedback and Staff Engagement with Bivarus

Using Patient Insights to Improve Staff Engagement & Care Delivery

Providence Medical Group, an Ohio-based physician-owned healthcare organization with 46 providers across more than 20 locations, wanted a better way to measure patient experience and support its patient-centered care goals. Its previous SurveyMonkey process was manual, time-consuming, and only produced quarterly data, which was not frequent enough to meet CMS Comprehensive Primary Care Initiative requirements or give staff usable feedback.

Providence Medical Group partnered with Bivarus to deploy customized, real-time patient feedback surveys across its locations. The Bivarus platform gave administrators group-wide and location-level analytics, open-text comments, and quick visibility into trends, helping PMG improve data quality, care delivery, service operations, time savings, and staff and provider engagement. It also helped the organization fulfill CMS CPC requirements and identify issues such as long wait times so teams could intervene more quickly.

Providence Medical Group

Larry Ratcliff

Medical Director