We too have had challenges with low return rate and have tried a few "tests of change" and process improvement projects to try and increase return rate - including some of the methods mentioned already like postcard reminders, ensuring we acknowledge it in our telephone calls, closing counseling, and as announcements in the last support group in a series (nothing it applies only to those who are not community members and is about all services received over the 13 months; and different from the survey at the end of and about the group itself).
We will be migrating away from an outside data analytics vendor which our organization had opted to move to about four or five years ago. The survey was sent by them and returned to them, then analyzed by them. The envelopes and letters come with the vendors logo (not ours), and a letter from the vendor (not us), neither of which the vendor will allow us to change and state that is their policy. Our concern has been that bereaved do not open that mail even with prompts from us prior to that is our survey and we hope to hear from them.
I love the QR code idea, Ali! We may add that too! Every voice helps!
Joelle Osterhaus, MSW, LCSW, LICSW, ACHP-SW (she/her)
KPNW Hospice & Palliative Care Psychosocial Services Manager
NHPCO Bereavement Professionals Community Steering Committee, Chair
"Although the world is full of suffering, it is also full of overcoming it." - Helen Keller
Kaiser Permanente Northwest
Continuing Care Services 2701 NW Vaughn St., Ste. 140, Portland, OR 97210-5344
Cell Phone: (503) 312-0819
Main Office: (503) 499-5200
Fax: (503) 499-5535
Bereavement Program Sharepoint Site: https://sp-cloud.kp.org/sites/teams-nwreg-NWAmbulatoryCare/CCS/Hospice/SitePages/BS.aspx
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