Is Your Patient Experience Goals Data Actionable?
Physician bedside manner, facility cleanliness, and nurse response time. These are just a few of the factors that influence how patients feel about their experience — i.e., how they rate your practice. If a patient has an issue, you’ll likely hear about it eventually. But given that you won’t find out right away, will it be too late when you do?
Healthcare leaders: Is your patient experience goals data actionable?
Medicare now considers patient satisfaction scores so as to calculate their value-based purchasing program’s potential 2% penalty or reward. Still, administrators and chief patient experience officers (CXOs) often learn about patient complaints too late in the game to protect their online reputation and bottom line.
Survey: Goals of the Patient Experience Office
Key CXO Goals
- Hit or exceed CAHPS-related targets
- Provide a great experience across all locations
- Build awareness of improving experience
- Improve health knowledge & understanding
- Address operations challenges (e.g. hiring freezes, tech debt)
- Align with industry best practices (e.g. streamlining patient flow)
Expected Benefits
- Improve reimbursements, and avoid penalties (e.g. the Hospital Readmission Reduction Program)
- Higher patient satisfaction and loyalty
- Staff see how better experience impacts their role
- Patients can make smarter decisions
- Enable continued improvement
- Leverage evidence-based frameworks (e.g. HASTE Framework)
Survey: The state of the patient
feedback collection
Unmet survey needs, in order
of importance:
- Capture patient sentiment at point of care
- Provide direction for surveys at point of care
- Capture patient sentiment beyond surveys (e.g. word of mouth)
- Understand the impact of the “human touch” (e.g. patient satisfaction and bedside manner)
- Analyze open-ended answers
- Populate a data warehouse
- Help organizations develop their strategy
Of course, staying on top of patient service issues is tough, even with a great patient experience team. While most healthcare organizations use traditional paper surveys to track and monitor patient satisfaction metrics, today’s administrators and CXOs need real-time information tied to patient experience goals. With this in mind, we can help. Quality Reviews® offers service recovery tools that produce actionable data and insights that subsequently enable real-time action.
Quality Reviews®
With hospitals today operating on narrow margins, losing even one patient over poor customer service is too many.
Complicating matters, most healthcare organizations still use traditional surveys to track and monitor patient satisfaction metrics, making it harder for them to identify service recovery opportunities.
We make it easy for patients to provide real-time feedback, however. What’s more, we make it even easier for healthcare leaders to improve service based on this feedback. Our service recovery and daily performance tools help shift the focus onto the patient so that you can promote a culture of service excellence.
What we do
Q-Reviews®
Q-Reviews® is our Real-time Patient
Feedback and Service Recovery
platform for the outpatient setting.
Q-Visit
Q-Visit is our Patient
Rounding tool for the inpatient setting.
Q-Notify
Q-Notify is our Patient Appointment
Reminder tool for the outpatient
setting.
Interested in learning more? Let’s talk.
Based in New York City, Quality Reviews®, Inc. was founded by leading healthcare providers and entrepreneurs with a total of 30-plus years of clinical, healthcare administrative and technology building experience. Quality Reviews®, Inc. builds proprietary software to help healthcare provider organizations capture and analyze real-time patient feedback to facilitate service recovery.
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