Patient Feedback System: Everything You Need To Know

Patient feedback is essential for quality improvement and the health of the organization. Patient feedback systems make it easier to collect and analyze patient feedback, allowing you to find opportunities to improve systems and care. This article will discuss the benefits, implementation, and best practices for using patient feedback systems in healthcare.  

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What is a Patient Feedback System?

A patient feedback system is more than just sending your patients a survey. The data must be collected and analyzed, and a process for acting on the data must be put in place. Patient feedback is defined as "recording the patient's perspective on the quality of care received for the purpose of learning how to improve processes and the patient experience" [1,2]

The components of a patient feedback system include:[3]

• Patient experience, satisfaction, and outcomes
• Using the feedback to identify service gaps and areas for improvement
• Instituting changes designed to improve patient engagement, compliance, and care improvement

The Importance of Patient Feedback Systems

Patient feedback systems have several important benefits. Patients who are satisfied are less likely to seek litigation.[4] Patient feedback can also improve the financial profile of the practice by increasing patient loyalty and helping to identify system changes that can improve facility efficiency. Patient feedback can also improve staff satisfaction and patient engagement.[5]  

A 2020 study in the British Medical Journal demonstrates the importance of involving staff in the feedback process to stimulate behavior changes and improve patient care.[6] Goals related to improving positive comments and reducing patient complaints appeared to be more effective for achieving the feedback objectives.  

Advantages of Implementing a Patient Feedback System

Implementing a patient feedback system provides an opportunity to enhance patient care and satisfaction and improve operating systems. 

Enhancing Patient Care and Satisfaction

Patient feedback systems allow organizations to enhance patient care by allocating resources to focus on users' preferences.[7] This can help improve patient engagement in their care, adherence to treatment regimens, and patient loyalty.  

This loyalty from patients provides financial stability and long-term financial success. It can also improve patient outcomes because patients are more likely to comply with their care and improve the patient-provider relationship.[8]

Operational Improvements

Information from patient feedback systems can help optimize operational improvements by drawing attention to areas that may otherwise go unnoticed.[9] Organizations can have cultural barriers to progress due to internal bias. Patients and their families are free of these barriers. This may mean that their insights are more objective.[10]

Patients experience many aspects of the organization, from interactions with staff on the phone or check-in to how the organization interacts with other parts of their healthcare team, such as through referrals or ancillary services. If there are inefficiencies in these areas, patient feedback can help you identify them.

Positive patient feedback can help staff morale and reinforce positive behaviors in staff.  On the other hand, negative feedback can be viewed as a way to provide staff with meaningful steps for improving patient interactions and addressing systemic concerns that interfere with staff satisfaction and can trickle down to the patient experience. 

Staff who feel well-supported can better provide support and quality care to patients.[11,12]

Setting Up a Patient Feedback System

Setting up a patient feedback system is more than choosing a software program to gather patient data.[13]  It also requires developing a process for analyzing the data and determining what steps to take to implement changes.  

Your system should be easily accessible to patients, actively seek their feedback, allow you to identify and follow up with dissatisfied patients in a timely manner, and provide a system for determining whether changes have improved processes.

Some points you may want to consider when selecting a patient feedback system include:

• Do the feedback channel options meet the needs of your patient population?
• Can you customize the surveys for your organization or different types of patients?
• Will the system automatically send surveys at specific times, such as after an appointment?
• Can the system notify you in real time about negative feedback so you can respond quickly?
• Does the system allow for the review of metrics?
• Does the system meet the language needs of your patient population?
• Is the system easy to track and navigate?
• Does the system integrate with your current vendors, such as your EHR or billing software?[14]

Choosing the right tool is essential because meaningful data is needed to get the most benefit from patient feedback.[15]  Consider asking the systems you're considering if you can talk to existing customers for feedback about their experience with the tool.

There are many patient feedback systems available.  A quick internet search reveals several options:

• Lazy monkey
• Health stream
• NRC Health
• Press Ganey
• Qualtrics
• Vocera
• Phresia
• Medallia
• CipherHealth
• Bright.md
• Binary Foundation
• Macorva
• ContinuumCloud
• Qualaroo
• And many more

Each of these systems has strengths and weaknesses.  Getting information from the vendors, and ideally their existing customers, can give you more insight into which system may be best for your needs.

Integration and Implementation

Integrating new systems and software can be daunting. The first step in this process is developing a plan based on your organization's needs and the tools available to you. A detailed plan should include timelines for implementation, a task force for implementing the system, a system for analyzing the feedback, and a plan for acting on it. 

Implementation of the system should also include opportunities to discuss feedback and processes for improvement.  This should happen at regular intervals, such as at staff meetings.  

Staff training should consist of soliciting staff feedback and input on process improvement.  Staff who feel that their experience and feedback are valued are more likely to accept feedback and be motivated to improve.[11]

2 Ways to Maximize the Effectiveness of Patient Feedback Systems

Once you've implemented your patient feedback systems, you'll want to maximize their effectiveness.  There are a couple of ways to do this.

#1. Implement Surveys

When designing your patient satisfaction survey, you'll want to be sure that you're keeping a few things in mind:[16]

• Brevity – make it brief. Patients are less likely to respond if the survey is long.
• Clarity – it isn't easy to get good data if the questions are not clear and concise.
• Consistency – The survey should be consistent to allow for tracking change over time.
• Capable of gathering meaningful data.

Ensuring that your survey is easy for your patients to answer and provides meaningful data will help maximize the effectiveness of your feedback systems. You may want to consider questions such as, "Overall, how satisfied are you with your physician?" 

Other questions could be about the friendliness or helpfulness of staff in different departments.  Open-ended questions can help you solicit specific patient suggestions for improvement. 

#2. Analyzing and Acting on Feedback

Once you've collected patient feedback, the next step is to analyze and act on the data to improve healthcare quality and processes.  There are many studies on obtaining patient feedback but fewer on analyzing and implementing changes.[17]  

Responding to feedback may involve other parts of your system, such as your vendors.  Respond to patient's concerns promptly.[18]

Challenges and Solutions in Patient Feedback

Implementing patient feedback systems is not without challenges. Like many parts of patient care, patient education can be challenging. Language and cultural barriers can also impede feedback, and patient feedback fatigue can be another challenge.  

Healthcare isn't the only system actively soliciting feedback from people. Letting patients know that their feedback has been received and is being used to improve processes can help motivate them to provide feedback. 

It is also important that patients know that negative feedback will not impact their care in the future.  Many patients may have concerns over the privacy of their data.  Allowing pathways for anonymous patient feedback may address this concern.[19]

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Key Takeaways

• Patient feedback systems can help improve quality of care, staff satisfaction, and your bottom line.
• Your patient feedback system should meet your organization's needs and ideally be able to be customized.
• A patient feedback system should collect feedback and have processes in place to analyze and act on it.
• Your patient feedback system should integrate with your other systems.
• Before implementing a patient feedback system, consider your options and develop a detailed implementation plan.
• Respond to negative patient feedback quickly.
• Regularly evaluate your patient feedback systems and develop strategies for addressing patient concerns.