Client: Private Hospital Network
Project Duration: 5 weeks (rolling deployment) | Sample Size: 3,200 completed surveys from recent patients
Challenge:
A private hospital network across Victoria needed to measure patient satisfaction and experience across multiple facilities. They required feedback from verified recent patients to meet accreditation requirements and identify service improvement opportunities. Using their patient management system database was essential for accurate population definition and response verification.
Our Solution:
TKW implemented a rolling online survey programme using the hospital network's patient database. We received weekly patient discharge data files containing contact details for patients treated 7-14 days prior, programming a sophisticated online survey with conditional logic based on treatment type and facility. Our team managed weekly email deployment from the client's provided patient lists.
We implemented sensitive communication protocols appropriate for a healthcare setting, providing opt-out management and complaint escalation procedures. Our project management included fortnightly progress reports and monthly trend analysis, whilst conducting response quality monitoring including completion time and consistency checks. Working from client-provided patient lists rather than an online panel ensured all respondents were verified recent patients with genuine experience of the facilities being evaluated.
Results:
Achieved 21% response rate across the rolling 5-week programme (3,200 completed surveys), with consistent response patterns across facility locations enabling valid comparisons. We identified facility-specific strengths and improvement areas, tracking key patient experience metrics including Net Promoter Score (NPS) by facility and service line. Our work provided an evidence base for accreditation requirements and quality improvement initiatives, establishing the methodology for an ongoing patient feedback programme.
TKW Research specialises in online research using client-provided contact lists, offering distinct advantages over panel-based research:
Precision: Survey your actual customers, stakeholders, or constituents rather than panel members who claim to fit target criteria.
Data Security: Maintain complete control over your contact database with no third-party panel access.
Authenticity: Guaranteed respondent verification through your own database rather than panel quality controls.
Flexibility: No panel availability constraints – survey your entire database or specific segments.
Cost-Effectiveness: No panel recruitment costs – leverage your existing stakeholder relationships.
Relationship Preservation: Survey communications come from verified database contacts, protecting stakeholder relationships.
TKW's expertise in managing large-scale email survey deployments from client lists includes:
Secure database handling and email distribution management
Email deliverability optimisation and bounce management
Response rate maximisation through strategic reminder deployment
Real-time quota monitoring and sample balancing
Data quality validation and cleaning
ISO 20252:2019 compliant processes throughout
For organisations with existing customer, stakeholder, or constituent databases, TKW's client-list methodology provides professional online research data collection without the compromises of panel-based approaches.