Sodexo has concluded a partnership with healthcare call center operator Beryl Companies. Sodexo says it plans to use the alliance to get better and quicker feedback from recently discharged patients at the hospitals where it operates and use the information to fine-tune its services in those venues.
Beryl interacts with five million consumers each year over the phone and online, providing physician referrals, class and event registration, post-discharge customer satisfaction calls, and other services that allow consumers to more efficiently navigate the healthcare system. Its CARE (Connecting About Real Experiences) Calls program elicits consumer satisfaction feedback directly after a patient's hospital visit, promising to give Sodexo information about patient experiences quickly. Sodexo provides dining, housekeeping, transportation, laundry and other services to hospital clients nationwide.
"Partnering with Beryl allows us to engage with patients before and after their hospital experience," says Tony Freeman, senior vice president of new ventures for Sodexo Health Care. "Hospitals today operate in an environment where HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) and rigorous measuring of patient satisfaction are common. For Sodexo, the Beryl relationship allows us to bring another set of powerful tools to hospitals that are looking to thrive today and in the future."