The patient satisfaction survey is gaining popularity in the healthcare industry as countries are moving towards value-based care. Patient satisfaction surveys are also linked with the hospital's reimbursements directly impacting the bottom line and financial growth.
A well-designed designed and established patient survey helps hospitals in keeping track of their patients need. Apart from providing insight into the effectiveness of your current processes, it also helps you in identifying the hidden gems and loopholes. The workflow or teams who are working exceptionally for your patient base and workflow causing trouble.
Thoroughly analyzed patient surveys guides you in identifying loopholes in your existing workflow and assist in improving.
If applied correctly and followed religiously your patient feedback and satisfaction surveys help you in providing the best care at your organization. It helps you in identifying the aspect of care significant for your patients such as appointment reminders, waiting area, convenience, cost, etc. Addressing patients concern and improving the patient experience will prevent leakage and build trust among your patients.
The most challenging part is collecting surveys and feedback from your patients. You need precise patient feedback strategy in place to get maximum response from your patient both admitted in the care or visiting in the outpatient department. Here are a few tips to get the most out of your patient satisfaction surveys:
Tip 1: Always provide “WHY” to your patients before the survey
We all know that hospitals need patient surveys for their internal use. However, It is also a good practice to inform your patients about the use of survey before collecting. Always keep your patients informed about why you are collecting the survey and how you are going to use the data. A simple two line description such as “we want to understand your views about our hospital facilities” can highly improve your response rate.
processes smooth for them. Let them recognize that their feedback can improve the quality of care for all patients.
Tip 2: Use real-time survey rather than paper-based surveys
Healthcare industry is usually considered slow in adopting modern technology. The hospital staff normally consider it as a burden in their already hectic work schedule.
Due to the lack of technological adoption by hospitals, many are still collecting patient surveys on paper. The paper-based surveys are cumbersome and time-consuming.
Web-based, real-time feedback gives ease and convenience of not only the data collection but also analyzing and reporting. Features like root cause analysis (RCA) and automated ticketing help in identifying and removing bottlenecks in your existing hospital processes.
The online web-based patient survey provides patients with the freedom to complete the survey at their own convenience.
“Features like ticketing and escalation will help resolve any negative feedback in a timely manner.”
Tip 3: Follow-up and nurture your patient relationship
Don't just collect feedback for the sake of collecting. Patient feedback is an excellent tool to connect and nurture your patient relationship. It can be difficult to get negative feedback on your hospital services. But, don’t get disheartened with patient complains but take it as a chance to connect to your patients by resolving the concern.
Let your patients know the status of their complaint and the steps taken to resolve the issue. It is always better to call the patients and open two-way communication to understand and resolve the concern.
It is important to collect patient satisfaction survey as soon as the patient leaves the hospital preferably within 48 hours. Sending a patient satisfaction survey soon after the visit will prevent any recall bias.
Tip 4: Don't forget patient feedback is a teamwork
The last and the most important tip is to treat patient survey and feedback as teamwork and responsibility of every employee. The patient experience manager has to work with the various department heads to improve patients satisfaction at every level. Teamwork is the key to provide an exceptional patient experience.
Use multiple tools like, SMS, Email, tablet, kiosk to collect maximum responses. Structured patient satisfaction survey collection will help you in responding to any negative experience as soon as possible.
Lastly, you are almost there if your organization understands the importance of patient satisfaction survey. All you need now is modern patient survey tools to facilitate your patient experience.
Want to understand your patients by conducting surveys or with the use of patient feedback for your hospital? Contact Healtho5 today for MedEnagage Feedback - Real-time patient feedback solution.
We at Healtho5 are on a mission to solve patient engagement market in India and provide affordable easy to use solutions to the healthcare industry and patients.
Visit Healtho5 or call us @ +91-8047092031
About the Author: Dr Surabhi Bhati is Marketing Manager at Healtho5 Solutions. She has a medical degree with an MBA in Health Information Technology (HIT). She is passionate about healthcare innovation, writing, and online marketing.