Service Termination Survey Analysis

Thanks again for taking the time to review the surveys and participation in our conversation.

During the course of our discussion we went over the value of surveying customers at different points in their patient experience to better diagnose specific areas of strength in the ADCS model as well as revealing areas for improvement.

Comparison of scores on these specific stages across ADCS locations during the trial will aid in identifying best practices utilized by high performing branches to be compared and applied to practices in under-performing branches.

With this in mind, we settled on moving forward with the following three survey types with consideration of the latter three:

I. Office Visit / Exam - Based on Patient Survey Instrument
This would be an important survey for measuring satisfaction/retention drivers, areas for improvement, and generate positive comments from your most loyal patients for analysis or marketing purposes.

Sent: Automatically sent to active patients on an annual basis (measured from date of first attended appointment or equivalent)

Service Termination Survey -

A short set of questions sent to patients who have an extended relationship with ADCS (ex: hasn't been to an ADCS clinic in 12+Months) about their satisfaction with past ADCS visits, any specific reasons they have not returned, and whether they would book again with ADCS. This would be an important survey for measuring attrition/retention drivers, areas for improvement, and generate service termination drivers to help reform patient engagement/retention initiatives.

Sent: Automatically sent to inactive patients on predetermined time interval from date of last attended appointment or