QRS Case Study


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

 QRS is a long-time user of Confirmit Horizons and this case study highlights how the company has made innovative use of the platform in its CATI (Computer Assisted Telephone Interviewing) center

QRS Market Research is the longest established independent data collection provider in the UK. The company undertakes many surveys that address sensitive or potentially contentious issues, and have an experienced, high-caliber team to gain respondents’ trust, enabling them to conduct meaningful interviews and gather true insight.

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QRS is a long-time user of Confirmit Horizons and this case study highlights how the company has made innovative use of the platform in its CATI (Computer Assisted Telephone Interviewing) center to work within a rigorous set of protocols for a sensitive project for The Picker Institute.

Read this case study to learn how QRS was able to:

  • Develop complex programming of questions so that free text responses could be collected and analyzed ‘in the moment’
  • Automatically trigger email alerts from within the Confirmit CATI system when certain trigger words were used
  • Deliver a fieldwork model that would be effective in meeting the challenges posed by the sensitive nature of the project.

The Challenge

The Picker Institute is an international charity working across social and healthcare which uses patient experience to identify priorities in delivering the highest care quality.  QRS were approached to carry out a rolling monthly satisfaction survey of 10,000 patients in order to gather patient feedback about the care recently received across a number of services. 

Picker delivered QRS a detailed brief of the above requirements, and outlined what needed to be taken into account in order to safeguard patient care. The study required QRS to not only provide robust quantitative data collection but to develop a solution to ensure that patient care was not compromised at any time and that appropriate safeguards were in place.

A Bespoke Solution

QRS proposed a structured approach that combined tailored procedures, bespoke training, and the innovative use of Confirmit Horizons, QRS’ long-standing multi-mode research platform, to deliver a fieldwork model that would be effective in meeting the challenges posed by the sensitive nature of the project.

In conjunction with the Picker Institute, a rigorous set of protocols and tailored procedures were agreed and implemented to cover some initial key challenges:

  • Verifying the respondent during the initial contact whilst protecting patient anonymity from the person initially answering the phone
  • Understanding what would constitute a safeguarding issue, what scenarios would require action, who should be notified and in what timeframe.

QRS also put in place a bespoke training program for interviewers in its 65-seat Computer Assisted Telephone Interviewing (CATI) unit based at its Head Office to ensure that the interviewers who were selected to take part in the study had the necessary skills to speak to vulnerable groups and handle various eventualities. Particular emphasis was put on enabling the interviewing team to handle feedback from patients about recent developments in their health, and the possibility of serious concerns about the treatment received, in a way that is sympathetic to the respondent.

 


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