Non Emergency Medical Transportation (NEMT)
NEMT Market Research
For four decades, GreatBlue has been helping healthcare and NEMT providers make data validated decisions. Having collected, analyzed and reported on quantitative and qualitative insights from hundreds of thousands of patients/members/providers our team is well equipped to assist healthcare clients with understanding and utilizing data to strategically move forward.
GreatBlue has conducted and reported on hundreds of thousands of completed healthcare related respondent surveys and scores of focus groups. This includes research conducted on behalf of hospitals, state agencies, non-emergency medical transportation services, insurance companies, dental providers, radiology providers, and more. We work closely with a diverse group of healthcare organizations and agencies of varying size and geographic locations helping them design custom research studies to fulfill their specific needs. From the local hospital serving one county, to statewide agencies overseeing thousands of patients and members, GreatBlue approaches each and every study with the same level of detail and attention.
Patient/Member/Rider Satisfaction Assessment
These assessments analyze various perspectives towards a healthcare organization’s services, quality of care, and performance in handling care. The research findings help organizations make data validated, strategic decisions to address patient, member, or rider demands and improve on organizational-wide operations. Our team has collected, analyzed, and reported on data from thousands of respondents across the United States. Every assessment is developed custom to meet each organization’s specific goals and objectives. Historical topics have included:
- Overall satisfaction with the care provided, staff, drivers, etc.
- Awareness of services offered
- Comparison to care received from another provider
- Awareness of the provider’s brand, name, reputation, etc.
- Ability to access appointments and schedule ride assistance
- Preferred communication methods
- Areas in need of improvement
Provider/Facility Satisfaction Assessment
Similar to Patient/Member/Rider Assessments, these studies assess the satisfaction of providers and facilities within a healthcare network. Topics in these studies typically include overall satisfaction with the network, program offerings, benefits, and representatives, awareness of programs, rating the website or portal, and financial claims. The target audience typically includes primary care physicians, specialists, nurses, and office managers. Multiple methodologies of data collection are utilized for this type of study to maximize response rates received over time, and provide a variety of ways for providers to complete the survey. These include — 1) a paper survey mailed to the provider’s office, 2) digital survey link, and 3) telephone surveys. The results help healthcare networks improve their services and offerings to providers, develop materials to effectively communicate programs to providers, and implement changes to enhance the overall quality of service.
Perception / Brand Awareness Study
Perception assessments analyze various perspectives towards an organization’s services as compared to other competing organizations in the area. There are multiple drivers that impact a patient’s decision to select an NEMT provider in the short term, or the long term. Perception assessments are often conducted among residents in primary and secondary service territories of a specific geographic location, or an NEMT provider’s patient base, to gain a deeper understanding into the awareness and perception of the NEMT provider. The overarching goal is to measure consumer perceptions and attitudes of various NEMT providers in the area, characteristics and decision-making criteria that are important to residents when choosing an NEMT provider, top-of-mind recall and reputation of institutions, and overall awareness of available options. The results help organizations develop innovative strategies to differentiate their NEMT provider in the marketplace and refine brand and communication strategies to increase awareness and enhance reputation.
Mystery Shopper Study
The primary goal of a Mystery Shopper study is to evaluate the ability of a health plan’s members to obtain medical appointments and schedule rides to those appointments. As a blinded study, telephone calls are conducted by researchers to determine ease of appointment setting, availability or lack thereof, acceptance of various insurance plans, and ability of the provider to accept new patients. The study also seeks to understand if self-identifying as certain insurance plan members has an adverse effect on the availability of scheduling appointments. The findings are then provided to the healthcare organization to assess which providers are offering appointments and accepting new patients.
When NEMT providers acquire or merge with other organizations, it is important to understand how consumers will perceive this type of partnership, and if they will support it. Acquisition assessments allow for data to be collected among residents in the surrounding area of the healthcare facilities to understand how they perceive the quality of care, treatment, and services of the organizations separately and then united as one. Factors to further uncover include the impact of reputation, awareness, and impressions of the providers. NEMT providers can then use this feedback to develop strategies and marketing campaigns that highlight the benefits of the acquisition / merge and position themselves for success and as a leader amongst the competition.
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