Patient feedback SECRETS that you CANNOT miss! - Omoto
Patient experience, patient feedback

Patient feedback SECRETS that you CANNOT miss!

Patient feedback plays a crucial role in measuring the service level your hospital delivers. It provides insights on what impacts your patient experience and focus on projects that help you deliver the experience your patients desire.

Click to get a FREE E-Book on NABH Guideline for patient feedback
Missing out on the opportunity of seeking your patient feedback means you are leaving out goldmine of information which can help you improve your operations. Research has established that there is a direct relationship between the service quality rendered and the satisfaction a patient receives  i.e. service the patient received right from the patients first appointment call to the hospital, scaling ahead through the process of admission, examination, investigations, treatment, discharge and the follow up.

National Accreditation Board for Hospitals & Healthcare Providers (NABH) being a crucial member of the Quality Council of India plays a vital role in setting the quality benchmark to assist the progress of healthcare industries. Accreditation ensures regular evaluation of the hospital’s performance to ensure that there is emphasis towards enhancing quality in patient experience.

Once a hospital signs up for their accreditation program agreement, which stresses on the rights, obligations, and duties of the stakeholders it is compulsory for them to abide by it.  Benchmarks are set and agreed upon which the team is made to stress on quality management as one of its core missions.

Unfortunately, there are isolated instances of hospitals generating bad profit as well. Now how exactly can profits become bad? Scaling deeper into this line of thought any profit that is earned at the expense of a customer is known as bad profit. In the book, The Ultimate Question 2.0 by Fred Reichheld and Rob Markey they say bad profits is generated through unfair or defective pricing. Instances like when a hospital generates profits through lousy experience. Now the kind of customers generated from bad profits are detractors as they are dejected by the experiences delivered. Detractors are unhappy customers who are highly unlikely to recommend your business to anybody else and usually demoralize the frontline managers with their complaints and demands.

“They may forget your name, but they will never forget how you made them feel.”
– Maya Angelou

NPS, Omoto

While we understand why is patient feedback important and NABH mandates it for hospitals that look for its accreditation, why do hospitals still find it a challenge to encourage their teams to collect feedback from patients?

  • The team does not have the right skill and knowledge to capture unbiased feedback from patients
  • Patients feel the quality of care delivered will be compromised if they give a candid feedback.
  • Your feedback forms are long with no intelligence and all the patients are burdened with answering multitude of questions
  • The team is collecting feedback only from happy patients as they are afraid of being judged by negative feedback. You may be partly responsible for this through your reaction in the past when you used feedback as a stick for your team.
  • No clarity of action. Team is unaware on what to do once a feedback is captured.
  • No capacity planning means your team is overburdened with work and patient feedback is more work layered on top of existing work.

NPS, Omoto

To be able to extend a hearing aid is very crucial to get a sneak peek into the mind to determine what drives them to be loyal and later those areas has to be worked upon to enhance their experience whilst their time spent with you. Some measure you can take to ensure an elevated experience is delivered to your patients during their stay at your hospital

  • The process starts with hiring the right people in all areas and most importantly patient relationship management roles. It’s important to hire resources who inherently exhibit traits of care and compassion. They should be welcoming and compassionate who your patients are comfortable opening up to with their concerns.
  • You need to communicate to the patients on how their feedback matters to you and helps you improve the service you deliver to them.
  • Make it easy for patients to leave a feedback. Personalization is important here. Based on the touchpoint in a patient’s journey and their demography see which channel of feedback collection makes most sense. Make sure the options are omni channels with both offline and online mechanisms of capturing feedback.
  • Empower your teams. Define situations where you trust their judgement and they have the power to make decisions in the best interest of the stakeholders. This helps you show your team that you value and trust them.
  • Provide your team with the right tools to capture, collate, analyze and close the loop on patient feedback. Make sure the data does not sit in silos but you are able to get a consolidated view of feedback from across touchpoints in the patient journey. This ensures your team is focusing on taking action rather than spending time on creating reports and chasing scores.

National Accreditation board for hospitals has understood this well and through the network of hospitals under its umbrella setting the benchmarks of patient care. Click here to get an E-Book on the guidelines that NABH prescribes on patient feedback management.
Click to get a FREE E-Book on NABH Guideline for patient feedback

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