The Prominence of an Effective Feedback System For a Healthcare Centre

Patients today are increasingly reading online reviews associated with a particular hospital before they decide to make an appointment. In fact, according to research, more than 50% of patients are willing to choose an out of the network doctor if the particular doctor has positive reviews to his/her credit. However, going beyond online review, it is imperative for hospitals to have an effective feedback system in place. Patient feedback enables healthcare providers to identify the gaps in their current operations, improve the quality of care, enhance patient engagement, drive revenue, and a lot more.

Following are some reasons why patient feedback is important for healthcare centres:-

  • To Understand the Review

Patients might leave a 5-star rating or a positive review on the hospital profile page but it is important to scrutinize further and identify the motivation behind their reviews and gain additional insight. With a good feedback system in place, healthcare organizations can help their doctors gain vital information associated with each episode of healthcare provided, understand the reason behind a specific review, jot down the specifics behind the review (5 stars for service but only 3 stars for cleanliness and hygiene), identify the trends, etc.

  • To Improve the Quality of Cars

The best way to understand patient expectation is to hear it from the horse’s mouth. Obtaining patient feedback about their overall experience, from appointment scheduling, wait time, to medical practitioner’s bedside manners, communication skills and thoroughness, can help healthcare providers gain a comprehensive insight of the quality of care that their patients are receiving. It also allows them to understand a patient’s expectations and helps in providing more personalized care.

  • To Maintain a Good Reputation

In the current competitive healthcare marketplace, it has become imperative to maintain a good online reputation. Along with leaving reviews and ratings on the hospital website, patients also make referrals on social media platforms and share their complete experience with the world. A proper patient feedback system in place allows healthcare providers to monitor online reviews, enquire about a particular experience, and solve issues that in turn may motivate patients to write positive reviews.

  • To Enhance Communication

When patients feel that they are being listened to and their feedback matters, they are more open with their responses. It helps them share their experience more honestly which allows healthcare practitioners to address their issues and improve their overall operations. Strong and clear communication between healthcare providers and patients is one of the most imperative ways to achieve better retention results.

Primary Questions Asked in a Feedback Form

A general feedback form normally consists question with regards to:-
  • Speciality consultation
  • Whether admitted or not
  • The quality of emergency services
  • Likelihood to recommend our service to friends and family

OPD Feedback

OPD feedback consists of the questions associated with:-

  • The time spent on the waiting room
  • The quality of consultation, examination, and counselling
  • The professionalism of the doctor and medical staff
  • Availability of adequate facilities like lab, drug store, radiology, etc,
  • Level of service satisfaction

IPD Feedback

IPD feedback form asks questions regarding:-

  • Information offered regarding the admission process, charges, and expected stay time.
  • The attitude of doctors, nurses, ward boys, and other hospital staff.
  • Quality of the food offered.
  • Counselling during discharge regarding precautions, drugs and revisits.
  • Overall treatment and stay experience at the hospital.

Obtain First-Hand Insights From Patients Themselves

Instead of merely asking patients if they are satisfied, specific questions like the ones mentioned above can help healthcare centres identify and address issues and gaps in their system, in a positive and effective manner. Patient feedback can also help in identifying trends and understanding whether certain issues are occurring frequently, which patients are being most affected by them, and what measures can be taken to mitigate reoccurrence.

Dr. Rishab Sharma

Dr. Rishab Sharma MBBS, MD (Internal Medicine) He is associated with Fortis Escorts Hospital, Jaipur. Dr. Rishab has wide experience in managing a variety of diseases, as well as managing critical care units in large government and corporate hospitals.

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