How Paragon Management Services achieved an average 97% completion rate and cut survey time by 66% using SurveySparrow

Goal

Paragon aimed to enhance the overall patient experience across every stage, from admission to discharge by making feedback a core part of how care quality is measured and improved. As the organization grew to manage 11 independently run facilities, it became increasingly important to standardize how patient sentiment was captured and used to guide decision-making.

In a post-COVID healthcare environment, where regulations have shifted and patient expectations continue to rise, Paragon needed a consistent way to surface insights, identify service gaps early, and respond. The goal was to create a system that allowed both corporate leaders and on-site teams to stay aligned on experience standards while supporting continuous improvement.

Operating in a sector where experience directly impacts referrals, compliance, and long-term success, Paragon sought a unified platform that could provide real-time visibility into patient satisfaction across departments. This meant moving beyond outdated methods and building a feedback infrastructure that was fast, scalable, and actionable.

“With Medicare placing more emphasis on satisfaction and relationships, we needed a system that kept us connected to what patients were experiencing across every facility and helped us act on that feedback quickly to improve care and stay ahead.”

Challenges

Previously, Paragon relied on paper-based surveys to gather patient feedback across its 11 facilities. The process was manual, time-consuming, and inconsistent. Each survey took around 10 minutes to complete, but compiling results was far more demanding as hours were spent entering data into Excel, followed by more hours analyzing it just to make sense of recurring issues.

After the pandemic, the stakes grew even higher. Patient expectations began to shift and families wanted more visibility, patients demanded quicker responses, and regulators placed increased emphasis on satisfaction as a measure of quality. What once felt like a reliable process quickly became a bottleneck, with teams buried in paperwork and little clarity on where to focus.

Rising patient expectations and slow, disconnected feedback systems put pressure on operations. Paragon needed a faster way to spot and fix issues before they impacted care or reputation.

“ Each facility used to spend hours entering data in Excel just to begin their analysis and create quality improvement projects. But patient expectations have changed. Some even compare their stay to a hotel. That means we have to be faster, more responsive, and far more smart in how we listen and act.”

Solution

With SurveySparrow, Paragon redefined its patient feedback operations across all 11 facilities. Across 11 facilities, they introduced standardized surveys 72 hours after admission and at discharge, customized for each department to align with quality goals to ensure every part of the care journey was addressed. Surveys were distributed via secure links on iPhones and tablets within the facility or emailed to family members for better completion statistics. Built-in translation features made the process accessible to Paragon’s diverse patient population.

The executive dashboard brought all stakeholders onto the same page. On-site teams could access department-specific views to monitor progress and spot issues early. Corporate leaders, like the CEO and COO, shared a view to spot trends and guide decisions across the organisation. Features such as survey cloning, Excel exports, and easy link sharing removed boring manual tasks. This saved time and lightened the administrative load. What was once a fragmented, labor-intensive process became a streamlined system, enabling Paragon to act faster, deliver more responsive care, and continuously raise the bar on patient experience.

How we hit the mark

• Executive Dashboard

• Custom reports

• Auto translations

• Intuitive UI

• Shareable links

• Dedicated support

Results

With SurveySparrow, Paragon saw a measurable shift in both the speed and quality of its feedback operations. Survey completion rates rose significantly, with a 92% completion rate for in-care surveys. What previously took hours was now done in minutes with clean data instantly available for analysis and action. Now, half of Paragon's facilities have achieved a 100% survey completion rate. 

The survey duration fell from 25 minutes to only 7.5 minutes. This change came with a user-friendly interface and tablet-based data collection. Teams could easily export responses and filter them by department. They could also share dashboards across all 11 facilities. This made feedback more accessible and actionable.

Their 72 hour surveys were purposely non anonymous so Paragon could directly follow up with patients. This helped make sure their issues were resolved and showed accountability and responsiveness. The team used insights to show hospitals performance trends. They backed claims with real data and highlighted the steps taken to improve.

With the support from the SurveySparrow team, they rolled out the system to all facilities. They trained staff quickly and customised dashboards for each team’s needs. This way, they avoided overwhelming anyone with complexity. Additionally, the SurveySparrow team helped refine dashboards and create widgets to specifically capture the data Patragon needed to see.

The platform proved so effective that Paragon extended its use to employee satisfaction surveys, recognizing that staff experience directly impacts patient care. 

Looking ahead, they plan to explore offline surveys and implement Cognivue to analyze qualitative feedback more deeply, helping them uncover key insights and continuously improve patient care.