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Electronic comment card

Jason Barge
Marketing Manager


LRS Allegiant Tool Helps UTMB With Quick Service Recovery

September 2008, Addison, TX – The University of Texas Medical Branch (UTMB), implements the Allegiant Electronic Comment Card system by Long Range Systems (LRS), to get instant feedback from patients for quick service recovery.

As the healthcare environment is realizing a direct correlation between improved customer service and increased patient satisfaction, we see an increasing focus on gathering patient satisfaction data in order to assess and quickly respond to patient concerns. Hospitals and other medical groups are increasingly concerned with service recovery – the ability to respond promptly to patient concern in the event of customer service failure.

At UTMB, the focus has been on the timeliness of gathering patient feedback for quick service recovery. In addition to the patient surveys already conducted at UTMB, the university’s medical branch wanted a way to immediately assess patients’ satisfaction of services provided, so that they could immediately address any issues. The Allegiant Electronic Comment Card by LRS met this requirement. According to Louise Hancock RN, UTMB [Director of Operations], when evaluating the use of LRS’ wireless handheld survey devices, “UTMB recognized the opportunity to receive instant feedback and to offer quick service recovery for any patient concerns”.

The hand-held electronic comment card systems were installed in 16 locations within and outside of the UTMB campus. Departments currently using the survey systems include: Family and Internal Medicine outpatient clinics, gastroenterology & renal clinics, pediatric primary care clinics, pediatric specialty clinics, OB/GYN, and orthopedic clinics.

The easy-to use hand-held survey device is given to patients immediately following their office visit and prompts them to respond to a series of questions that measure their satisfaction. A staff notification feature sends a page to an alphanumeric pager when a patient filling out the survey chooses a response that raises concerns about their experience. “The pager option allows the manager to address the patient’s concerns at the time of the visit and has helped with patient satisfaction”, comments Hancock.

The electronic comment card system allows hospitals to gather instant feedback about patients’ service experience, and generate reports that help monitor patient satisfaction levels and staff service levels. These features combined have helped UTMB improve service recovery by immediately addressing patients’ concerns. Due to this success, the university’s medical branch has expanded the use of the system to include more clinics.

For further information about LRS’ Allegiant Electronic Comment Card and the company’s other products and service offerings, visit the company’s website at or call 800-437-4996.

About UTMB
Established in 1891 as the University of Texas Medical Department Branch, the 84-acre UTMB campus includes four schools, three institutes for advanced study, a major medical library, a network of hospitals and clinics that provide a full range of primary and specialized medical care, an affiliated Shriners Burns Hospital, and numerous research facilities. UTMB is a component of the University of Texas System with 2,500 students and more than 1,000 faculty.

About LRS           
Long Range Systems (LRS) has been the leading supplier of onsite wireless paging systems since 1993. Based in Addison, Texas, LRS serves a global market with offices around the world. The company first introduced the popular coaster guest pager in 1995, and since then has been an innovation forerunner with 19 patents. LRS demonstrates its leadership by providing superior onsite paging solutions to clients across multiple industries, including Fortune 500 companies. LRS offers value-driven products that provide solutions that streamline operations, increase service levels, and increase sales.

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