By tapping into anecdotal information at the patient level, healthcare executives can identify trends that can lead to ongoing improvements.
Conversely, without patient feedback, healthcare executives are missing out on an untapped resource for operational insight. Much information can be gained from patient feedback, from ways to improve the plan of care to ideas for increasing patient satisfaction and patient engagement.
The Importance of an Unfiltered, Direct Line of Communication
By providing patients a portal through which they can record their experiences on their own terms, healthcare organizations can help ensure that the information they receive is real, sincere, and actionable.
Real-time responses allow healthcare managers to address these concerns in a timely manner to discuss any possible concerns. The data collected from these conversations can go a long way in transforming the organization’s culture and even minimizing the risk of an adverse event from occurring.
Improvement Plans Based on Patient Feedback
It is important that patients are given access to an outlet through which they can record their concerns as they arise. Once this information is received and reviewed by the management team, organizations can then identify areas of concern and address those areas before they lead to a patient safety incident.
Using a system for analyzing and remedying incidents is a terrific way to use data collected from patient feedback and stay ahead of responses. To collect patient feedback across the organization, from the hospital to external clinics to even mobile providers such as home health staff, a web-based system should be implemented, which allows data to be collected anywhere, anytime.
Another benefit of a web-based patient feedback system is that every aspect of that system (from patient feedback and satisfaction to incident reporting and claims management) can be integrated to form a cohesive whole. This way, when patients leave feedback that touches on specific areas of improvement or concern, healthcare organizations can have that feedback automatically flow and link to other related databases.
Using Feedback Data to Inform Claims
For instance, if a claim needs to be made, patient feedback data can be used to efficiently address all areas of concern and guarantee that the claim is handled in the most effective and timely manner possible. With this level of integrated data recording and analysis, any subsequent claim can easily be informed and improved by previously recorded data.