Case Study: High Desert Medical Group increases patient feedback with Intrado Healthcare patient surveys

High Desert Medical Group Increases Feedback with Patient Surveys

High Desert Medical Group, part of the Heritage Provider Network in Lancaster, CA, needed a better way to gather timely, actionable patient feedback. Before working with Intrado Healthcare’s West survey solution, the practice relied on paper surveys completed before patients left the office, but participation was low and only captured 15-20% of responses.

Intrado Healthcare implemented West phone surveys delivered after 6:00 p.m. on the same day as the appointment, making it easier for patients to respond from home while the visit was still fresh. Response rates rose to 30-35%, roughly doubling prior efforts, and the practice gained fast, useful reporting to identify provider improvement opportunities and trigger follow-up outreach for dissatisfied patients.

High Desert Medical Group

Deana Rivas

NextGen Development Specialist