This is the forth in a series of catch up postings to share all of our survey results with MSOC members. Next week we will post the results of our September 2010 Survey.
1. Are you interested in Travel Nursing?
Of all of the RN’s that responded we were surprised to find that almost half are interested in Travel Nursing. We will keep you posted as soon as we have travel contracts ready to offer you.
2. If you answered Yes to Question #1 above what is most important?
For those of you interested in Travel Nursing, Location and Rate were the 2 most important criteria for deciding whether or not to take a travel assignment.
3. How many agencies are you currently registered with?
According to the Staffing Industry Analysts the average number of agencies used by temporary healthcare workers is around 2.5. In our case the average is 1.4 which means that we have a higher than average score relative to loyalty. We believe that as the market conditions improve and Med Staff On-Call becomes preferred at more and more hospitals we will become a one stop shop for those that choose the benefits of temp staffing.
4. How likely are you to refer a friend or co-worker to MSOC?
Over 95% of those registered said they would maybe or definitely refer a friend or co-worker to Med Staff On-Call. We are thrilled that our numbers keep improving. If you answered Maybe then let us know what it will take to get you to answer Definitely next month.
5. What feedback do you have to make MSOC better?
MEMBER COMMENT: I would like to know the assignment in advance and time.
MSOC RESPONSE: With most (>95%) of our shifts, the hospital specifies the specialty and unit which we pass on to you in the e-mails and text messages we send. In the case of CNAs, one of our hospitals chooses to notify you of the unit when you check in at the staffing office.
MEMBER COMMENT: You all think of everything before we even realize we need it. Keep it up Med Staff On-Call
MSOC RESPONSE: Thank you for that compliment. When we created Med Staff On-Call, we brought together experts from IT, Nursing, Agency Staffing and Hospital Staffing. Our goal was to rewrite the way staffing was done. Since we started with a clean slate we were able to think outside the box and leave all of the baggage from the traditional staffing process behind. We believe that staffing in the 21st century should be convenient, efficient and easy. If you can bank online, buy books online, renew your license online; then why not choose your shifts online.
MEMBER COMMENT: More hospitals on the south side with day shifts and also in Indiana. Feedback when you refer a person, about their hours for your bonus. Thanks for keeping me up on your email list.
MSOC RESPONSE: We are constantly working to add new health centers. If you have specific suggestions for hospitals that you want to work at let us know and we will target those hospitals. Regarding your comment about feedback take a look at the new “My Team” tab. Here we have given you exactly what you are asking for. The section “My Team’s Activity” shows your referrals which are active, how many shifts they have worked and whether or not you have been paid for that referral. The section “My Onboarding Group” shows your referrals that are still in the registered status and how close they are to finishing the process. The section “My Pending Referrals” shows the people that you have referred that have yet to login to the system to start working on their profile. The section “ Refer a Friend” can be used to submit a referral right from the “my Team” tab.
MEMBER COMMENT: Keep up the great work.
MSOC RESPONSE: Thank you. Keep sending us your feedback.
MEMBER COMMENT: Add face-to-face contact to your operations because a computer may not always be able to answer follow up questions.
MSOC RESPONSE: We are available by phone 24 X 7 to answer any questions you might have. We created our automated staffing platform to do the heavy lifting. That way you get the messages faster than any person with a phone and you have total control over your own schedule. We believe our primary role is to support you by answering any questions you might have regarding our process.
MEMBER COMMENT: If alerts were available about positions in a text message. I have cricket and I cannot receive the message on time.
MSOC RESPONSE: We recognize that our 2-way text messaging does not work with Cricket because they do not support SMS text messaging with short codes. A short code is a 5 digit number that businesses pay for so that you don’t have to remember a long phone number. It is kind of like having a vanity license plate. Our short code is 95495. We are working on a solution to support either 1 way text messaging to Cricket or a voice activated system were you can use your voice to accept shifts rather than text messages.
MEMBER COMMENT: You guys are doing an excellent job!!!
MSOC RESPONSE: Thank you for validating us and our unique approach to temporary staffing.
MEMBER COMMENT: I feel that MSOC is a great way to get into the Medical world; it will give me the opportunity to show my skills and to learn procedures in the nursing field with the more experienced nurses and medical Assistant.
MSOC RESPONSE: Thank you for the positive feedback!
MEMBER COMMENT: You have always lost some of my materials that I fax to you.
MSOC RESPONSE: We did have a problem with our system which was causing documents to be deleted. We solved the problem in May and haven’t had a problem since. We apologize for the inconvenience and hope that you’ll give us another chance.
MEMBER COMMENT: I only have a problem with accepting the shifts, and not getting confirmed for the shift.
MSOC RESPONSE: Hospitals typically choose the staff that they know first and since the volume of shifts available is still low there may be enough know staff to meet their needs. During peaks in demand the hospitals will choose new staff to satisfy their needs and that is the best time to “get in” with a new hospital. I know it is hard but you have to be patient, persistent and flexible. When you get confirmed for your first shift make sure you don’t cancel. The first shift is the hardest to get. After you work and show that you can do a good job you are no longer new to that hospital and unit and they are much more likely to use you in the future.
MEMBER COMMENT: I just want to say that, shifts are hard to get these days, especially for me. Even though I've already went to orientation at resurrection health, whenever there is a shift, they never confirm me; and that makes me think the orientations are a waste of time, so please do something about this situation.
MSOC RESPONSE: Resurrection was a new hospital system for us and it took some time for us to build up a reputation. Since sending this survey we have started to see results as we are getting several shifts at Resurrection, Our Lady of Resurrection, Resurrection St. Joseph and West Suburban.
For more information about Med Staff On-Call visit our web site at http://www.medstaffoncall.com/.
+
This is the third in a series of catch up postings to share all of our survey results with MSOC members.
1. Please choose the manufacturer of your mobile device.
While we were hoping to see some clear winners, it looks like there are a variety of devices in use, which is good. Based on this feedback we have decided not to focus on a specific platform but instead to focus on a solution that works in a mobile web browser. While not as feature rich as an iPhone application, for example, a mobile web application will work for everyone as long as you use a smart phone. If you don’t you still have the good old text messaging, but you won’t be able to do things like checking out right on your phone.
2. Assuming that you work at least part time for a staffing agency, please select the option that applies to you.
More than half of our staff have secured some type of staff position. This is a sign of the times we live in where it can be difficult to rely on supplement staffing. Of the half that do not have a staff position about 25% work full time agency and the rest is a mix of those doing agency part time and those not working at all.
3. How likely are you to refer a friend or co-worker to MSOC?
Over 90% of those registered said they would definitely to likely to refer a friend or co-worker. We are thrilled with those results. You have validated that although the MSOC model is quite different from a traditional staffing model, our members like the way we work. We believe the biggest challenge we face today is providing enough work to satisfy the needs of our community of medical professionals. If there are other things you think we need to improve please let us know in the May 2010 survey.
4. What feedback do you have to make MSOC better?
MEMBER COMMENT: I have entered everything they asked for but have not had any response.
MSOC RESPONSE: We respond to all questions sent through the system in less than 24 hours. We also review recently validated sections within 24 hours. If you have not received a response, please call us at 888-270-8374 so we can find out where you are in the onboarding process.
MEMBER COMMENT: I like the way you all communicate.
MSOC RESPONSE: Thank you. One of our biggest differentiators is in the way we communicate. We don’t make pesky phone calls begging you to take a shift like other agencies do. Our onboarding process is no different. We give you the tools you need to become active at your own pace. If you get stuck, you can send a message. We will respond promptly.
MEMBER COMMENT: Most of my concerns were technical and was rectified immediately. I appreciate being able to express a concern to my employer and have it taken care. MSOC staff is friendly and courteous, which makes for a good work environment.
MSOC RESPONSE: Thank you. Here at MSOC, we strive to make our website as user friendly as possible. Because of the feedback and questions we receive from our members, our website is always improving and will continue to improve to make our features very easy to use.
MEMBER COMMENT: If there was a way to filter the text messages, or turn them off at certain times, I would still be interested in using them. I don't use the text messages to my phone now because I was getting too many.
MSOC RESPONSE: The best way to get work is to post your preferred availability in our system. Then turn off your phone and go to sleep. Our web based platform will do the work for you. As soon as a shift comes in that matches your preferences the computer will accept the shift on your behalf. You just need to check at least 2 hours before your shift to see if you were confirmed by the hospital.
MEMBER COMMENT: Overall, I've been happy with MSOC!
MSOC RESPONSE: Thank you. We are very happy with you. We are here to serve you and create the most efficient staffing platform in the country where our members comes first.
MEMBER COMMENT: Online application is very long
MSOC RESPONSE: It may seem long because you are doing all the work. All of the information requested is required by the hospitals that we serve. In a traditional staffing agency you typically go to the office with a stack of documents and someone else does the work for you. Don’t think there isn’t a cost associated with that. Due to their high overhead, they will never be able to match our rates.
MEMBER COMMENT: I would like to be one of ones you can call on when there is an opening. I would like to be one of the ones you brag about that is reliable and hard working.
MSOC RESPONSE: I love your attitude. Let us know what we can do to get you the work that you want.
MEMBER COMMENT: I think you should have a talk with Mercy Hospital in Chicago and start accepting our shifts. I have talked with couple people in our group and it is thing happening to them and since Mercy seems to have the highest opening shift for agencies.
MSOC RESPONSE: The problem with Mercy is similar to what we have seen with other hospitals in the past. Not only is MSOC new but, most of our staff are not familiar names to the unit managers that choose their staff. If the hospital can get someone they know to work a shift, they will take that option first. If they have a real need and can’t get someone they know they will take a chance with a new person they don’t know. Just hang in there and once you get your first shift you will have a much easier time getting work there going forward, assuming you do a great job.
MEMBER COMMENT: MSOC's willingness to maintain a pro-nurse community is the highest plus ever. You are already constantly improving your services for the nurse and the clients you serve. Right now I can't think of an improvement; but, you are always willing to listen if I come up with something later. Thanks for being who you are.
MSOC RESPONSE: Thank you. We know that if we can make a great service for you that we will all benefit in the end.
MEMBER COMMENT: Your online application is acceptable. It asks for information that people don't normally want to put on a web site such as a copy of their social security card and other various items. I have filled out the application but some of it doesn't work and it is still saying I have not completed it.
MSOC RESPONSE: Regarding fields or sections that are not working for you please contact us and let us know what the problem is. We will make sure that any problems found with the system are fixed first before adding any new features to the system.
MEMBER COMMENT: Contract further southwest of Joliet
MSOC RESPONSE: We are green and growing. Let us know which hospitals you want to go to and we will contact those facilities to establish a contract with them.
MEMBER COMMENT: Well not everyone has text messaging is there another means to receive job news such as e-mail. That is my hold up. I have no texting and cannot afford it yet.
MSOC RESPONSE: Over 90% of all interaction with our system is done via text messaging. If you don’t have text messaging you can use our web site to do everything you can with texts and more. The main benefit to text messaging is that you almost always have your cell phone with you. That means you can accept shifts no matter where you are. If you want to work without texting make sure you put your preferred availability in the computer and let the system work for you. Otherwise it will be much more difficult for you to get work in this very competitive job market.
MEMBER COMMENT: Like that everyone receives text messages for shifts.
MSOC RESPONSE: If you have registered your phone and are fully active you will get notified of all shifts that you qualify for. If someone is not receiving text messages it is either because they have not registered their phone or they have not become active yet.
For more information about Med Staff On-Call visit our web site at http://www.medstaffoncall.com.
This is the second in a series of catch up postings to share all of our survey results with MSOC members.
1. Which social networking platform do you use to follow MSOC?
As we expected most of you have accounts on Facebook and many are even following Med Staff On-Call there. For those of you that are not following us we have a public Fan Page and a private Group on Facebook. To find the Fan Page search for Med Staff On-Call. To find the group search for MSOConnect.
2. Which smartphone platform would you like to see a MSOC application developed for?
We were surprised to find that the #1 platform chosen for a mobile application was Windows Mobile. This may be due to people not understanding what the Windows Mobile Platform was so we will ask another survey question in April to try and determine the right platform to support when we build that application.
3. How likely are you to refer a friend or co-worker to MSOC?
We were very happy with the results of the net promoter score this month. An majority of people surveyed would recommend Med Staff On-Call to a friend and very few would not likely recommend us.
4. What feedback do you have to make MSOC better? Your feedback is extremely important to us and will be used to improve the services you use on a regular basis.
We received some great feedback this month. Keep it coming. Here are responses to the top questions from last month’s survey.
MEMBER: A phone number where a person can ask and get answers faster. Office location, and a better understanding as to how you are selected for employment contact
MSOC: Our phone number is 888-270-8374. We have someone available 24 / 7 to answer your questions. We do not take walk-ins as we are the first completely virtual staffing agency. All onboarding and staffing activities are done online. If you have any questions we are available by phone to help you.
MEMBER: I have not received a call back yet for ANY employment so I’m sure that I would start there.
MSOC: If you have completed your onboarding profile and haven’t received any feedback please call us at 888-270-8374 and we would be happy to help you get started.
MEMBER: If you can help with finding license if the person who's applying misplaced it. Or give the person a chance to find it.
MSOC: Nursing licenses can be checked and renewed at the Illinois Department of Financial and Professional Regulation https://www.idfpr.com/dpr/licenselookup/default.asp. The phone number is 217-785-0800.
MSOC: CNA certificates can be found at the Illinois Department of Public Health's Health Care Worker Registery. http://www.idph.state.il.us/nar/home.htm. Their phone number is 217-785-5133.
MEMBER: I have not personally used the MSOC but I have heard great things about your company so until I hear something negative I will promote you guys. Good work.
MSOC: Thank you for that feedback.
MEMBER: EASIER APPLICATION FOR EMPLOYMENT
MSOC: Please give us specific feedback so we can fix it. Usability is extremely important to us. You can submit specific feedback to info@medstaffoncall.com or use the contact us page at www.medstaffoncall.com to submit feedback via the web site.
MEMBER: Timely confirmation of shifts
MSOC: We do not confirm shifts. Hospitals are responsible for confirming shifts. Some hospitals do a very good job of maintaining their orders and some do a very bad job. We have given that feedback to certain hospitals and we have seen an improvement.
MEMBER: Appreciate prompt response when called about an inquiry.
MSOC: We are available 24/7 to answer any question you may have. You should never have to leave a message when you have an inquiry.
MEMBER: You're doing a great job already. Personally, I like personal service better than electronic, but I'm adapting.
MSOC: Thank you! Too much personal service is prohibitive. That is why traditional agencies cannot compete with our rates. We have put you in control in order to maximize your pay rate.
MEMBER: Things will look up once I have my leg out of the cast. Then...I will have recommendations.
MSOC: Get well soon! We look forward to having you back and hearing your recommendations.
MEMBER: Pay increase. Registry rates at most hospitals are higher, or are giving bonus pay for picking up extra shifts, which comes out to higher hourly pay than agency. Registry shifts also have higher guarantee of getting a shift.
MSOC: Our pay rates are determined based on volume. The demand for supplemental staff was down by more than 25% in 2009. As the volume increases so will pay rates.
MSOC: Hospitals are offering many incentives today to get more from the nurses they already have. We believe this is not sustainable and is not the best model for staffing. There are real advantages to leveraging a temporary staffing agency to meet your peaks in demand including fill rates and turning over the liability of those staff.
MSOC: From the staff’s perspective the number of options is also an important factor in addition to rates. Today we work with over 100 hospitals and clinics and the number continues to grow. It would be too difficult to juggle enough registry positions to maintain that level of shift selection.
MSOC: Take advantage of our best rate guarantee. That includes registry pay rates. Just send us documentation with the rates you received and we will beat it for everyone we send there.
For more information about Med Staff On-Call visit our web site at http://www.medstaffoncall.com.
