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Web Surveys Enable Faster Patient Feedback, Faster Improvements

Cambridge, Mass.—February 23, 2004—InterSystems Corporation today announced that Foundation Surgery Affiliates (FSA), a leading healthcare management group, has doubled patient survey response rates from 25 percent to 50 percent. The dramatic response increase was achieved with CACHÉ-based EdgeSurvey software from CTQ Solutions, an InterSystems application partner, InterSystems reported at the HIMSS 2004 conference in Orlando, Fla.

The leading provider of database technology in healthcare, InterSystems develops and markets the CACHÉ post-relational database. All of the top 10 hospitals in America, as rated by U.S. News and World Report , are running CACHÉ-based systems. CTQ Solutions targets the ambulatory surgery industry with the EdgeSurvey solution for creating, distributing, managing and analyzing Web surveys.

More Patient Feedback Faster than Ever

FSA specializes in the development and management of ambulatory surgery centers, diagnostic imaging centers, surgical hospitals and healthplexes in Texas, Pennsylvania, Ohio, Oklahoma and New Jersey. The corporate offices are located in Oklahoma City. FSA is focused on continually measuring, evaluating and improving overall performance throughout its facilities.” “We were intrigued with the possibility of using Web-based technology to improve on the traditional paper-based survey process, which typically results in poor patient response rates and a lack of consistent benchmarking,” says FSA Vice President of Risk Management and Corporate Compliance Marilyn Christian. “Surveys are critical to obtaining the patient feedback needed to improve quality. With CACHÉ-based EdgeSurvey, we felt there was a good opportunity to get more and better patient feedback very rapidly. That’s why we agreed to pilot the service.”

CTQ hosts survey data on a highly secure CACHÉ database, distributing surveys via email and providing in-depth reports. The FSA pilot project began with four facilities going live with EdgeSurvey in 4Q03 and met with immediate success, according to Christian.

“Our overall response rate with the Web surveys quickly doubled from 25 percent to 50 percent. Patient perception from the first exposure to their surgical encounter to the final recovery phase is very important to the care they receive,” Christian continues. “It’s the feedback that comes from these surveys that identifies those areas where we can improve our patient care delivery.” Areas that have been affected as a result of the surveys include patient PeriOperative education and discharge planning, patient and procedure scheduling practices, and environmental safety. “Concrete results from surveys, such as a decrease in wait time for the patient or the addition of curbing and lighting on exterior walkways, have a very positive impact on overall customer satisfaction,” says Christian.

Surveys are distributed nightly, with CTQ handling the entire process. A Performance Analysis Report is provided each month, which delivers a complete summary of all returned results, benchmarking comparisons with other facilities, trend analysis, and patient comments and suggestions grouped by service area. “That frees up clinical and administrative staff to focus more on patient care and customer service, which is a major payback on our technology investment,” Christian notes.

Performance, RAD Environment Underlie Success

Christian points to high performance and the CACHÉ RAD development environment as capabilities that were key to the success of the EdgeSurvey pilot. “When we identified needs specific to our environment, the RAD facilities available in CACHÉ made it easy for CTQ to respond rapidly. And, the system is very fast, so the productivity impact has been entirely positive. We really appreciate getting our results so quickly,” says Christian.

The CACHÉ object technology and RAD environment have played a big part in supporting fast time-to-market with EdgeSurvey, according to CTQ CEO Scott Palmer. “In addition, we’ve had 100 percent uptime ever since our service went live. CACHÉ delivers the level of reliability that our customers demand, along with the performance and scalability we need to keep growing,” he says.

“We are focused on helping our application partners to achieve their business objectives,” says InterSystems Vice President of Strategic Planning Paul Grabscheid. “CTQ’s success in a high-growth healthcare sector typifies how this strategy supports a winning partnership.”

About InterSystems

Headquartered in Cambridge, Massachusetts, InterSystems Corporation ( has served the needs of IT organizations and independent software vendors for more than two decades. InterSystems’ showcase products, the CACHÉ post-relational database and the Ensemble integration platform, enable the rapid creation and fast integration of high-performance applications. Over four million people use mission-critical applications based on InterSystems’ software. Twenty regional offices serve application developers and integrators around the world, and 24 x 7 support is provided for all InterSystems products.

InterSystems is the leading database provider in healthcare, with CACHÉ in use at the majority of major hospitals and labs around the world, including America’s 10 best hospitals as rated by U.S. News and World Report.

About CTQ Solutions

Branford, CT-based CTQ Solutions is founded on providing quality technology products and services for the ambulatory surgery industry. Our focus is simple, provide cost effective and quality products that help facilities improve care, improve service to physicians and patients, increase efficiency, and obtain better information for decision-making.

Trademark Notes:  Caché is a trademark of InterSystems Corporation.  Other trademarks belong to their respective owners.

Editorial Contacts

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Shoor & Company
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Maureen Flaherty
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