In September 2014 the Resource Matching and Referral (RM&R) program launched its first Relationship Management Initiative. The objective of the Relationship Management Initiative is to annually measure and track user satisfaction with the RM&R program. Click here to view the ‘RM&R 2014 User Satisfaction Data’ report.
Purpose
RM&R is regional referral application live in 80 participating organizations in Toronto Central HCCSS. It has 20,000 registered users varying in clinical designations: social workers, physicians, nurses etc. Managing this diverse network of relationships presents unique challenges to a regional program. How should the program contextualize raised issues? How can the program create greater transparency? And what processes will facilitate a meaningful dialogue?
To resolve these issues, the RM&R program started the Relationship Management Initiative. Composed of a survey and user satisfaction data debrief meetings, the Relationship Management Initiative attempts to identify and prioritize issues, manage expectations and facilitate a meaningful dialogue about RM&R.
Methodology
A survey was sent to all participating organizations measuring 5 Key Satisfaction Indicators (KSIs): Information Access, Feedback, Training, Downtime and Help Desk. Once the data was compiled, the RM&R program held meetings with several participating organizations to explore successes and opportunities for improvement.
Listed below are the averages of each Key Satisfaction Indicators. To view your organization’s user satisfaction data, please view the ‘RM&R 2014 User Satisfaction Data’ report.
Recommendations
The Relationship Management Initiative data highlights 4 opportunities that can enhance user satisfaction with the RM&R program: improved information access, effective internal governance, revamped training tools and robust internal help desk. These recommendations will also inform future process improvement activities undertaken by the RM&R program. For detailed recommendations, please view page 43 of the ‘RM&R 2014 User Satisfaction Data’ report.
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