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LRS Digital Survey Tool Helps University Of Texas Medical Branch With Quick Service Recovery


September 2008, Addison, TX – The University of Texas Medical Branch (UTMB), implements the Allegiant Electronic Comment Card system by Long Range Systems (LRS), to get instant feedback from patients for quick service recovery.

As the healthcare environment is realizing a direct correlation between improved customer service and increased patient satisfaction, we see an increasing focus on gathering patient satisfaction data in order to assess and quickly respond to patient concerns. Hospitals and other medical groups are increasingly concerned with service recovery – the ability to respond promptly to patient concern in the event of customer service failure.

At UTMB, the focus has been on the timeliness of gathering patient feedback for quick service recovery. In addition to the patient surveys already conducted at UTMB, the university’s medical branch wanted a way to immediately assess patients’ satisfaction of services provided, so that they could immediately address any issues. The Allegiant Electronic Comment Card by LRS met this requirement. According to Louise Hancock RN, UTMB [Director of Operations], when evaluating the use of LRS’ wireless handheld survey devices, “UTMB recognized the opportunity to receive instant feedback and to offer quick service recovery for any patient concerns”.

The hand-held electronic comment card systems were installed in 16 locations within and outside of the UTMB campus. Departments currently using the survey systems include: Family and Internal Medicine outpatient clinics, gastroenterology & renal clinics, pediatric primary care clinics, pediatric specialty clinics, OB/GYN, and orthopedic clinics.

The easy-to use hand-held survey device is given to patients immediately following their office visit and prompts them to respond to a series of questions that measure their satisfaction. A staff notification feature sends a page to an alphanumeric pager when a patient filling out the survey chooses a response that raises concerns about their experience. “The pager option allows the manager to address the patient’s concerns at the time of the visit and has helped with patient satisfaction”, comments Hancock.

The electronic comment card system allows hospitals to gather instant feedback about patients’ service experience, and generate reports that help monitor patient satisfaction levels and staff service levels. These features combined have helped UTMB improve service recovery by immediately addressing patients’ concerns. Due to this success, the university’s medical branch has expanded the use of the system to include more clinics.

For further information about LRS’ Allegiant Electronic Comment Card and the company’s other products and service offerings, visit the company’s website at or call 800-437-4996.

About UTMB
Established in 1891 as the University of Texas Medical Department Branch, the 84-acre UTMB campus includes four schools, three institutes for advanced study, a major medical library, a network of hospitals and clinics that provide a full range of primary and specialized medical care, an affiliated Shriners Burns Hospital, and numerous research facilities. UTMB is a component of the University of Texas System with 2,500 students and more than 1,000 faculty.

Jason Barge
Marketing Manager

About Long Range Systems

Long Range Systems, Inc. is the leading provider of on-premise paging and messaging systems and guest management solutions sold globally and used in a variety of settings including restaurants, hotels, hospitals, daycares, amusement parks, churches, retirement and nursing homes, doctor/dentists offices, and more. LRS owns over 20 patents and markets over 30 products designed to streamline operations, improve service, and increase sales. For more information, contact Jason Barge at 800-437-4996 x 4126 or visit



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