Case Study: High Desert Medical Group increases patient feedback with West Corporation surveys

High Desert Medical Group Increases Feedback with Patient Surveys

High Desert Medical Group, part of the Heritage Provider Network, needed a better way to collect timely, actionable patient feedback. Before working with West Corporation, the practice relied on paper surveys completed before patients left the office, but participation was only 15–20% even with a gift card incentive. West Corporation’s survey delivery solution offered a more convenient way to hear from patients after their appointments.

West Corporation implemented same-day phone survey calls delivered after 6:00 p.m., when patients were more likely to be home, allowing them to complete a nine-question survey by keypad. Response rates increased to 30–35%, roughly doubling the previous effort. The reports helped High Desert Medical Group spot provider improvement opportunities and trigger follow-up outreach for dissatisfied patients, with “Never” responses on three or more questions escalated to Member Services.

High Desert Medical Group

Deana Rivas

NextGen Development Specialist