KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new patient experience partnership with OneOncology. OneOncology is using SMG’s patient experience platform to capture patient feedback and measure the quality of patient interactions across the continuum of care.

OneOncology is a national partnership of independent community oncologists and was created to advance cancer care. The organization includes more than 160 sites of care, empowering oncologists to learn from their peers and leverage their collective experience to address the pressures facing community oncology today and innovate for the future of cancer care delivery.

Driven by a vision to represent the future of cancer care, OneOncology selected SMG for its scalable patient experience platform and differentiated service model. With patient feedback data delivered to the smg360® reporting dashboard and mobile app in real time, OneOncology has a holistic view of key patient experience metrics while its growing network of oncologists have 24/7 access to local patient feedback, intuitive dashboards and customized reports.

“Understanding the patient experience and being able to act on it plays a pivotal role in our vision to advance cancer care,” said OneOncology Vice President of Experience and Reliability James Grayson. “By enabling patient experience management across our networks of organizations, SMG is helping us develop program best practices and use patient feedback to improve our quality of care.”

As the COVID-19 pandemic disrupted non-emergency care across the country, the Centers for Medicare and Medicaid (CMS) loosened regulations for telemedicine visits. This allowed OneOncology partner practices to significantly increase remote patient engagement during the crisis and created a need to quickly assess patient perspectives about telemedicine.

“The quick implementation of telehealth surveys gave us direct insight into our patients’ perspectives on virtual visits versus traditional office visits,” said OneOncology Director of Patient Engagement Tiffany Rooks, RN. “By diving deep into the reports, we were also able to provide practice leaders with detailed information on how patients felt about the enhanced safety precautions implemented during this anxiety-provoking time.”