If you’re tired of low response rates, negative online reviews, and keeping track of patient experience documentation, it’s time to ditch email and mail surveys and turn instead to patient experience management software. Odds are, you already have plenty of service recovery opportunities at hand — it’s up to you to find them and fix them.
Gone are the days when patients would choose their healthcare providers based on proximity. In a culture that places enormous value on transparency and information accessibility, today’s patients are sharing their experiences across platforms like Yelp, Healthgrades, and Vitals — not to mention their own personal social media pages. Patients are now more aware of the different healthcare options available than ever, and they won’t hesitate to prioritize quality over distance. If healthcare organizations want to attract and retain patients, they need to step up their patient experience game.
Historically, healthcare providers have gauged patient satisfaction through email or paper surveys mailed out to patients. However, crowded inboxes and the declining use of physical mail result in low response rates, leaving healthcare providers without representative data. Even when they do gain meaningful insight from a survey — for example, identifying an unhappy patient — it’s usually too late to do anything about it. Patients want issues resolved in the moment, not weeks afterwards. And the longer their concerns go unaddressed, the more likely they are to spread the word about their negative experience online and in person. The better option? Patient survey software.
Service recovery — the act of reaching out to dissatisfied consumers in order to make things right — has long been a hot topic in hospitality. However, it’s just as valuable a strategy in the healthcare industry. With real-time patient feedback from Q-Reviews®, healthcare providers can capitalize on this opportunity to improve the patient experience and build their brand.
Smartphone use today is ubiquitous, even among indigent and elderly populations. According to Pew Research, a full 96% of Americans own a mobile device. Moreover, people have their phones on them nearly all the time, often keeping a close eye on incoming text messages. By sharing a link to your patient satisfaction questionnaire via SMS, you’re already competing against fewer people, brands, and organizations fighting for their attention than in their inbox or mailbox. That, coupled with Q-Reviews®’ user-friendly interface, leads to significantly higher response rates and quicker turnaround time.
With just a quick glance at the customizable web-based dashboard, administrators and clinicians can gain meaningful insight into patient experience and satisfaction. If they want to dive deeper into the data, they can leverage Q-Reviews® intuitive analytical and reporting capabilities to do so. Q-Reviews® even alerts administrators and clinicians to negative survey results, highlighting service recovery opportunities in real-time. And the sooner you identify a problem, the sooner you can resolve it.
Quality Reviews, working collaboratively with the American Nurses Credentialing Center (ANCC), created a crosswalk of Quality Reviews’ questions to the nine patient satisfaction categories (see below) delineated in 2014 and 2019 Magnet® Application Manuals. This crosswalk was approved by ANCC in November 2017.