Collecting, analyzing and acting on patient feedback - Omni-channel NPS® Solution
Handling patient feed backs, Mastering patient feedback management
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Collecting, analyzing and acting on patient feedback

Patients always have a choice in choosing their health care providers.

More so today, when we talk about the developments in the web.

 

Armed with the awareness on the use of the internet, millennials are relying massively on reviews published by fellow patients. While booking an appointment they are most likely to get it done online.

A survey conducted in the US shows a whopping 84% of patients consult a reviews website with some frequency to view or post comments and ratings of health care staff.

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You can choose to ignore the change or grab this as an advantage and steer things in your favor.

Are you sure you’re taking your patients feedback into ample consideration? Is it just lying around in the stack of archives? Are you sure you’ve not left them hanging or stranded?

Agreed.

Skim and scan through patient reviews and choose to stand aside from the crowd.

As more and more healthcare providers are turning to be patient-centric, you need to be aware of the ‘core’, your ‘patients’; you need to be able to understand your target audience. You can’t superficially collect their response and assume that they’re happy.

When a patient chooses to voice his concern, he has chosen to spend his time to review your work. The time he could’ve spent elsewhere, the time that he’d never get back. So, are you sure you’re doing justice to it?

A patient needs to vent his concerns somewhere and when you ensure this is done to you, make use of it. Things can go out of hand when a patient takes the matter into their own hands and vents it out through various social media platforms.

You’re asking for trouble.

Have your employees developed an apathy to customer feedback? Before we prepare you for some online engagement, ensure some inward preparation.

Yes, your employees.

You could start with listening to why an employee feels indifferent. Is it the work environment, which is hampering their diversity and growing opportunities? Is it a high demanding low pay job?

You need to look into their work culture because that’s where it all begins and that is how you align their interests with that of the hospitals.

Build a rewarding experience on the employee’s end to do away with their apathy at work.

Are you sure as the top management you’ve done your part on taking patient reviews seriously or have you too keep it away for tomorrow? That’s where it has to be imbibed in the work culture. That’s what we mean by culture.

Inculcate a sense of delivering an enriching customer experience right from the top management and that’s how it trickles down to the employees.

Don’t just do it as it is mandated by NABH. You’ve got to garner an outward-in approach.

“A customer’s perception is your reality” -Kate Zabriskie

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With greater work comes greater responsibility, right? So, when patient touchpoints are monitored across their journey you’re accountable for what they feel, how they feel and you need to know why they feel that way.

The time you take to respond to grievances and feedbacks is directly proportional to your patient turnout.

Imagine a situation where you’re a patient, walking past the hospital doors. Tired, anxious, weak and vulnerable, you’re asked to review your experience. You manage to list it out along with some queries.

Shift your perspective.

You’re now an employee feeding that data on the excel sheet, you’re a part of a large hospital organization with branches across the country. The data, that you’ve collected is then sent to the headquarters. Now the headquarter analyses the problem, probes into the issue and takes action.

Now your turn around time, in a nutshell, is around 24 hours. By then, the patient has gone home and forgotten about the issue. You’ve got to revamp the system to reduce your turn around time to lesser probably around 2 hours.

Yale – New Haven Health system’s effort has steered in the right direction. They’ve worked on a system which gives more control to patients over the experience they’re going to receive. Now what they’ve done is, downloaded a compatible software on Samsung Galaxy Tablets.

What really goes on the tab is a set of multiple choice questions, questions ranging from room cleanliness to staff responsiveness and this is directly fed onto their cloud system.

“Patient experience is immediately improved while they’re sitting right there.” says Lisa Stump, CIO of Yale-New Haven Health System.

Now when the same patient is discharged, they’re made to answer a different set of survey questions. Mind you these are only carefully designed five to seven questions. Keeping in mind the fact that there is an unwell patient.

What really is happening here is that patients are getting attention. They’re being cared for. They are being talked to and asked about.  This on time feedback makes them feel all the more important. There is no delay in taking relevant measures.

Agreed.

Getting real-time feedback not only ensures happier patients but also is a wise strategy when looking at things from a multinational’s perspective in delivering an experience. You’re there to generate revenues, you’ve got to make it worthwhile in today’s competitive market.

Respond to your feedbacks and reviews. Get into a little bit of legwork. It shows you care. Keep your employees motivated with the non-financial incentives through positive reviews. You will generate prospective patients who’d become your promoters.

View your negatives as challenges, and overcome them. Everyone likes to be attended to.

Don’t forget what you’ve learned earlier, that you’re closely watched and reviewed online, so better take things in your control and choose your battles wisely.

Save yourself from the damage due to sheer carelessness.

Of course, though, we’re always here to help you reach there and ensure your safety from sinking into the sea of customer indifference and hatred and we’re only a click away!

See you next time you’re in need of some food for your business mind! Ciao!

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