Patient feedback is the key to knowing how well you are doing as a healthcare provider. It can be leveraged to understand crucial areas that your patients like about your service and improve overall service delivery. It is like a routine in which you use ratings or reviews to monitor and improve your lab’s performance, only to be better in the eyes of newer and repeat end-users.
As there has been a gradual shift in the service industry, where consumer feedback matters the most, newer customers make choices depending on the same.
Patients that have just experienced your service are ideally suited to provide constructive feedback. Feedback mechanisms and instruments need to be as objective as possible, in order to elicit actionable insights from respondents. Survey tools should require minimal effort on the part of the patient, and encourage the most honest and relevant responses.
Evaluation of reviews, on the other hand, require a different yet holistic approach. It is essential that lab authorities connect with patients that take out time and share their experience through reviews. Patients drop a comment only when the experience creates an impact on them. Despite a positive or negative comment, it is essential that lab authorities engage consumers and provide necessary replies.
How to Leverage Feedback to Improve Patient Experience?
Patients feel they are greeted well when you appreciate their feedback and give them a valuable response. Use qualitative/positive feedback as advertisements that speak for your service whereas leverage and survey negative feedback for root cause analysis. In this way, you design solutions that improve the ‘quality of care’. This turns bad reviews into learning opportunities and helps you boost patient experience correspondingly.
To yield improvements from the survey and draw the best results –
“Practitioners must conduct an honest assessment of what their service and practice look like from when a patient schedules an appointment, all the way through to report delivery.”
Impact on Business
Surveying qualitative and quantitative feedback, having a root cause analysis and implementing necessary solutions enhances the quality of care to end-customers. This enables improved patient satisfaction and boosts patient experience. Resolving frequent issues that patients experience by connecting with them facilitates a healthy patient engagement process and promotes repeat business.