Vidant Medical Group is a multispecialty

physician group providing care for eastern

North Carolina residents through more than

350 primary and specialty care providers in

more than 70 locations. To make sure that

clinics run smoothly and to monitor physician

satisfaction, Vidant Medical Group needed a

fast, efficient way to survey staff and compile

feedback. SurveyMonkey Enterprise helps

Vidant offer high-quality care even during a

period of rapid growth.

At a Glance

Situation

• Rapid growth of health system

required frequent monitoring of

staff satisfaction, billing knowledge,

and HIPAA compliance

• Senior staff needed an easy way

to access surveys and gain a

high-level view of performance

Survey Results

• Surveying registration staff on

procedures helps reduce billing

errors

• Doctor and provider satisfaction

surveys reduce staff turnover

Smarter Decisions

• Feedback from registration staff

surveys helps Vidant Medical Group

design its re-education program

• Physician satisfaction surveys help

administrators identify areas for

improvement, such as reducing

administrative workload

“Healthcare

organizations have

complex operational

needs—everything

from staffing clinics,

to registering patients and billing

insurers, to monitoring for HIPAA

compliance. SurveyMonkey Enterprise

lets us manage surveys of staff and

health providers from one central

location, giving us a more accurate

view of our performance and helping

us serve patients better and faster.”

– Eric Johnson, Business Services Analyst and HIPAA Officer, Vidant Medical Group

Achieving operational excellence with staff feedback

Visit surveymonkey.com/healthcare today

Healthcare Engagement Case Study

SurveyMonkey Enterprise, which allows

organizations to easily manage surveys

across departments and share data, allows

Vidant Medical Group to create surveys for

its operational, billing, and clinical quality

departments. “We want to make sure that

we’re serving patients well, that we’re

reducing physician turnover, and that we’re

bringing in revenue and tracking costs,”

explains Eric Johnson, Business Services

Analyst and HIPAA Officer for Vidant

Medical Group.

Improving operational efficiencyLaunched in 2009, Vidant Medical Group

is a relatively young physician group—and

in 2012, the company nearly doubled the

number of clinics through mergers and

acquisitions. Surveys collect feedback on the

tools administrators need for the operational

efficiency of clinics. “We ask clinics which

vendors they’re using, so we can go to

these vendors and ask for the best prices,”

Johnson says.

Maintaining clinical qualityThe feedback gathered using SurveyMonkey

Enterprise helps the healthcare provider

reduce staff turnover. “We ask physicians

about their satisfaction with compensation

and administrative tasks, and when they’re

not satisfied, we work to improve those

areas,” Johnson says. Now that staff sees

that feedback results in positive changes,

participation in periodic surveys is increasing.

Better revenue managementSurveys for finance ensure that staff is

up to speed on billing codes and proper

procedures for invoicing patients’ insurance

companies—helping the healthcare provider

save money and reduce errors. For example,

Vidant Medical Group recently surveyed its

How do survey results help you operate more efficiently?

Even simple registration errors can

cause problems in billing and getting

paid. We recently surveyed our staff

to find out how well they understand

all the steps they need to take with

patients. We found that even people

who’ve worked in registration for

years might not understand how small

mistakes like misreading a patient’s

insurance card can slow down

payments. Based on our survey, we’re

doing re-education for staff to avoid

these errors.

– Eric Johnson, Business Services Analyst and HIPAA Officer, Vidant Medical Group

registration staff to gauge their knowledge

on registering patients. The company then

created additional training to address gaps

in staff knowledge.

Sharing survey results company-wideSurveyMonkey Enterprise makes it easier

for Vidant Medical Group to share survey

results. “Everything is accessible to senior

administrators and executives—they know

what surveys we’re conducting and what

we’ve discovered,” Johnson says.

Learn more about how SurveyMonkey

Enterprise can help your entire team make

smarter decisions.

Visit surveymonkey.com/healthcare today.

Visit surveymonkey.com/healthcare today