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As a healthcare setup or organization, you need to understand that patients need adequate care and positive patient experience along with the correct and timely treatment. Thus, to understand the patients’ perceptions about the care, hospitals and healthcare centers should take patients’ feedback regularly. A patient survey tool enables hospitals and healthcare centers to easily take valuable patient feedback without biases in different ways:
Which Survey Channel To Use in Hospital
1. In-Patient Feedback
During the stay of your patients, it is important for you to closely monitor their instant experience regarding the treatment and care. Be it feedback about the care and treatment experience or payment related reviews, In-patient feedback survey enables you to collect valuable feedback. This further helps you to enhance your operating capabilities and streamline every administrative task to improve the patient experience. There are different ways to collect in-patient feedback:
- Handover iPad and Android Tablets - You can hand over the iPad and Android tablets to the patients or to their relatives to get the patient feedback at the transactional level.
- Kiosk Survey Setups - If you want to track the patient experience after any particular event or transaction, then the Kiosk Survey setup is an ideal option for you. Kiosk survey helps you to examine the level and quality of the care and treatment including staff efficiency and friendliness, experience with the doctor, availability of medicines at the pharmacy you are providing.
- Email & SMS - You can also send patient feedback surveys via Email & SMSes. Both the channels help you to effortlessly measure the real-time core satisfaction level of the in-patient at a transactional level. This survey can be filled by the patient themselves or by their relative or spouse as well.
2. Out-Patient Feedback
Before, during and post-appointment, an out-patient encounters a series of experiences including the waiting staff, staff efficiency, and friendliness, experience with the doctor, patient's perception of the level of treatment, availability of medicines at the pharmacy and much more. Therefore, taking a pre, during, and post-appointment out-patient feedback is a great idea to improve on recurring patient issues and make amends in improving patient There are different ways to collect Out-patient feedback:
- Online Patient Feedback App - You can also use the online Patient Feedback App to create and share patient surveys to get feedback from outpatients.
- Share Survey Link on Website - You can also share patient surveys on your website or on social media websites to get feedback from outpatients.
- Email & SMS - You can also send outpatient feedback surveys through Email & SMSes. Both the channels help you to measure the real-time instant feedback.
Why Patient Feedback is Important?
Patient feedback can help you connect with your patients. Instead of your patients simply walking away, their feedback allows you to fix the issues they faced and improve their patient experience. But the importance patient feedback goes much further.
Here’s a look at some of the reasons patient feedback is important.
Why Patient Feedback is Important
- For improving the patient experience
- For improve the quality of the care
- For Benchmarking
- For increasing revenue
For Reducing Patient Leakage and Increasing Patient Retention
1. For Improving the Patient Experience
The best way to understand how your patients experience care at your healthcare facility is to ask them. Often your patients will not tell you their opinions unless you ask for feedback. If you don’t address patient issues, you run the risk of losing patients. Patient feedback can help you address dissatisfied customers.
Track patient feedback by respondents in your feedback app to identify individual issues.
Analyze individual responses in your feedback app and answers to multiple-choice questions.
Compare their feedback over time to see changes in patient satisfaction. When you regularly ask for and respond to patient feedback, you can engage your patients. With regular responses and follow-ups, your patients will gain confidence that they are being heard. You’ll also be able to make patient care more personalized by using patient feedback.
2. For Improving the Quality of Care
The true success of a healthcare provider is in the quality of care they provide. Thanks to well-designed patient feedback surveys and processes, you can identify gaps in patient care and improve quality of care, increase patient engagement and retention. With Patient Feedback System, hospitals and healthcare units can take feedback on everything including appointment schedule, doctors' behavior and communication, availability of medicines etc. An ideal patient feedback software will not only collect patient-powered data, but also analyze the patient survey responses in your feedback software dashboard.
In fact, National Health Service (NHS) recognizes the role of patient feedback in improving quality of care. Particularly, feedback from patients can help you understand the patient experiences of the most vulnerable – the elderly, the disabled and children. These patients are often at higher risk of neglect. You can also use feedback from patients to identify gaps at transition points between healthcare services. Over time, you can create processes and improvements that bridge those gaps.
3. For Setting Benchmark
Patient feedback is great for understanding where you stand in comparison to other healthcare providers. Analyze satisfaction surveys in your feedback app to get a patient satisfaction rating. Compare your ratings against other healthcare providers. You can also use feedback as a benchmark to assess improvements over time.
The Community Oncology Alliance (COA) use patient feedback data for exactly this. Practices in their patient-centered oncology group use feedback to compare themselves against other practices within the group and outside. They are also able to compare individual physicians to the entire practice. The group has used two patient surveys to benchmark certain processes. They will then reassess these processes with a third survey. They also use patient feedback to extract deeper insights into weaknesses.
4. For Improving Revenue
Insurance payers increasingly use the patient experience as a metric to determine quality of care from a healthcare provider. Which, in turn, affects the way contractual agreements between payers and providers are structured. Quality of care is an essential criterion under value-based payment models.
However, acting on patient feedback helps you improve your bottom line in an even more direct way. When you use feedback from patients to improve the patient experience, you increase the chances of patients returning to you instead of switching to other providers.
5. For Reducing Patient Leakage and Increasing Patient Retention
Patient feedback can help improve patient retention and reduce patient leakage. When you act on feedback from patients, you can improve the patient experience significantly. We’ve already established that patient feedback can help you improve the quality of care. But specific patient feedback can also help you make the patient experience personalized.
You, as a healthcare provider, can reduce patient leakage at gaps in care – and improve patient retention. Patients satisfied with their care are more likely to build a stronger relationship with their providers – and return.
Patient Survey Questions
In order to get actionable patient feedback, you must ask specific questions in your patient satisfaction survey. Your patient satisfaction survey must ask the right questions to get the right information. Ask your patients questions on aspects of care only they can give you insights on.
Patient Survey Questions To Improve Patient Experience
- How easy was it to schedule an appointment at our facility?
- How long did you wait beyond your appointment time to be seen by a provider?
- How satisfied are you with the cleanliness of our facility?
- How well do you feel the provider listened to your health concerns?
- Please rate how thorough you feel the provider’s instructions for care were?
- How well do you feel the provider answered your questions?
- How would you rate the overall care you received from your provider?
- How likely are you to recommend our facility to your friends and family?
1. How easy was it to schedule an appointment at our facility?
One of your priorities should be providing accessible healthcare to patients. Patients should be able to schedule an appointment easily. If you are getting a low patient satisfaction rating, consider changing the scheduling process. Your patients shouldn’t have to wait for months to see a provider. If this is the case, re-evaluate your staffing needs.
2. How long did you wait beyond your appointment time to be seen by a provider?
Appointment wait time is also a way to assess healthcare accessibility. Patient satisfaction falls the longer your patients have to wait beyond their appointment. Show your patients you value their time. If you are getting negative ratings in this question, work on improving inefficiencies in your scheduling or staffing process.
3. How satisfied are you with the cleanliness of our facility?
This question is equally important. Healthcare facilities are ripe with germy humans. And sick people get sicker if they are in unhealthy environments. Get patient feedback on what areas could do with improvements. Not only would you improve the quality of care you’ll also end up improving the patient experience.
4. How well do you feel the provider listened to your health concerns?
This patient satisfaction survey question assesses communication with providers and staff. People usually come to a healthcare provider when they think there’s a problem. And patients and their families are usually worried. When providers listen carefully, patients are reassured that essential information has been recorded. Listening to your patients goes a long way towards increasing their satisfaction with the care they received.
3. Please rate how thorough you feel the provider’s instructions for care were?
Clear, direct communication is an essential component of good patient experiences. Of all patient satisfaction survey questions, this one is important. It can help you understand how well your providers communicate with patients. Patients feel more confident and secure when they are given specific instructions for care. They are also more likely to think healthcare providers are competent.
4. How well do you feel the provider answered your questions?
Patients are increasingly involved in the healthcare they receive. Patients find healthcare providers who clearly communicate and answer their questions reassuring. They are more likely to have a positive patient experience. If you are getting low ratings for this patient satisfaction survey question, you need to work on this crucial component of the patient experience.
5. How would you rate the overall care you received from your provider?
The overall care that patients receive determines if they will come back to your healthcare facility. This includes the time and attention the staff provides to the patient. This patient satisfaction survey question assesses the quality of care. If your patients are giving you negative ratings, it’s time to find ways to improve the patient experience.
6. How likely are you to recommend our facility to your friends and family?
This is a modification on the Net Promoter Score® (NPS®) question. Patients who have a positive patient experience at your facility are more likely to recommend you to others. And patient referrals are one of the best ways to get more patients. This question will help you assess patient loyalty. Use this patient feedback to improve the patient experience and get more new patients.