It’s a competitive healthcare market, which means that clinics and physicians who strive for a successful healthcare practice must understand what their patients expect from their services. And, a well-developed feedback system, which has been integrated in a clinic’s management software can provide the right platform for providers to address patients’ needs and concerns. Additionally, these reviews can help clinics identify gaps in their care delivery processes, improve their healthcare model, engage and retain patients, and foster patient loyalty.
We discussed the importance of patient feedback for a clinic in our previous blog. However, it’s important to remember that a feedback system goes beyond asking for reviews or posting a survey. To make an actual and measurable difference, clinics need to take the right steps and collect the relevant data. Here’s how you can get started:
1) Form a team or a committee
There’s a lot of work that goes into developing a system before it can be implemented. The best first step is to form a team that is made up of at least two physicians, and one administrative staff member. This team is responsible for developing, implementing and managing the feedback system.
You’ll need to determine what kind of questions you want to ask on your survey form. This also depends on your business goals. The review can begin by asking patients general questions regarding their experience of appointment scheduling, the wait time, physician professionalism, and after hours care. All these answers put together can give you a clear idea of how your overall practise is perceived by the patient.
This committee must also be responsible for ironing out the logistics of this system – the specific patient groups to include, how the surveys will be conducted (online or offline), and if this task is to be outsourced to a third-party.
2) Ask for feedback within 24 hours
The best time to ask for a review is right after the patient leaves the clinic, once their consultation is over. A push notification or an email alert can be best used to communicate your clinic reaching out for a patient’s opinion. For the initial stage, your clinic can benefit from a rating system that rates your services and the overall experience of the consultation.
TABIIB, for example, follows a transparency policy where patients’ ratings and reviews are visible to other potential visitors. By asking them to leave a review, you can send a message that ensures that you’re dedicated towards building an open and transparent patient-provider relationship.
This is important: asking for feedback within 24 hours of their visit increases the likelihood of them leaving a more detailed and honest review. The visit is still fresh in their mind, so they’ll respond to the survey more positively.
Following this, it’s vital that you remember to follow-up. Whether it’s a negative response, a poor review, or even a simple question – it’s always best to respond as soon as possible. If it’s an issue that can be easily fixed, rectify it and take steps to avoid that same issue in the future. Negative feedback can also be an effective driver for growth and change.
4) Stay consistent
Asking for a review or sending links to fill out surveys isn’t a one-time exercise. It should ideally be done consistently, after every visit and consultation. You must continue to survey patients, review their responses, and make changes in your practise. Staying consistent with this system will also make it easier for your clinic to evaluate progress and chart growth.
A patient feedback system is a major addition to a clinic’s software and it has its specific share of complexities. If you’re unsure how to begin with a patient portal, you can first start by listing your practise on TABIIB.
TABIIB’s platform has an inbuilt mechanism for doctor and clinic ratings and reviews, which can help you understand the process of evaluating feedback.