Tennessee Orthopaedic Alliance partners with SMG to capture patient and employee feedback and drive satisfaction

Apr 9, 2019 by Paul Arnhold

KANSAS CITY, Mo. – Service Management Group (SMG), a patient experience, employee experience and brand research provider, has been selected by Tennessee Orthopaedic Alliance (TOA) to implement a comprehensive patient and employee experience program. SMG’s robust technology platform and best-in-class services will allow TOA to collect, analyze and share feedback while uncovering insights that improve employee and patient satisfaction.

With more than 20 locations throughout Middle Tennessee, TOA offers a full array of treatment and diagnostic imaging services including physical therapy, hand therapy and MRI. The practice strives to provide the full spectrum of care from initial diagnosis of all musculoskeletal disorders, through treatment, rehabilitation and education to prevent future injury.

TOA is using SMG VisitView—a patient experience management platform—to collect patient feedback across visit types and deliver real-time insights at the provider, clinic, department and enterprise levels. Through the technology and services provided by SMG, TOA will use feedback data to analyze patient satisfaction and identify key drivers impacting the patient experience. 

“As we sought to better understand and improve our patient experience, SMG’s dual focus on technology and services aligned with our practice’s needs,” said Carrie Poss, Tennessee Orthopaedic Alliance Chief Operating Officer. “With an intuitive technology platform, robust reporting capabilities and a dedicated account team, our partnership with SMG will accelerate our ability to interpret and act on the feedback we receive from employees and patients.”

In combination with its patient experience initiative, TOA will launch SMG Associate Voice® to develop a more comprehensive employee experience program for team members. With onboarding and exit, annual and pulse surveys, TOA is establishing a regular feedback loop with team members, while identifying key drivers for employee satisfaction. Through SMG’s on-demand reporting platform—smg360®—TOA has a holistic view of patient and employee feedback data and a responsive platform to help them drive action.

“With rising patient expectations and more choices for care, it’s essential providers deliver a consistent patient experience,” said Dan Prince, SMG Vice President of Customer Engagement. “By establishing feedback channels and understanding the priorities of patients and employees, we’ll help Tennessee Orthopaedic Alliance uncover insights to improve employee engagement and patient satisfaction.”

About Tennessee Orthopaedic Alliance

Tennessee Orthopaedic Alliance was established in 1926. TOA’s 64 physicians include nationally and internationally renowned surgeons who provide specialized expertise in sports medicine, joint replacement, spine, hand, wrist and elbow, foot and ankle, shoulder, pediatric orthopaedics, fracture care and trauma, physical medicine and rehabilitation, and interventional pain management. For more information, visit www.toa.com.

About Service Management Group

SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit www.smg.com.