Over the past decades, healthcare has moved from a service-focused model towards a more patient-centric, outcome-based model. In this digital landscape of healthcare, providers are prioritizing patient engagement and retention in different ways – primarily through social media.
More patients than ever are stepping into doctors’ offices only after trawling the web for online reviews. These reviews and ratings strongly influence a patient’s decision about choosing a clinic or doctor. Knowing this, it’s become imperative for clinics to build their practise in a way that allows patients a forum where they can leave feedback.
Patient feedback helps providers improve the quality and delivery of care, identify pain points in a patient’s care journey, increase active patient participation and ultimately drive revenue. Improving patient satisfaction and engagement is the surest way to retain patients.
Here are the practical reasons why listening to patient feedback can help clinics grow:
1) Helps focus on key improvement areas
The importance of feedback isn’t just relegated to how it’s collected; it’s also what clinics do with it. Identifying gaps in care can help healthcare providers focus on improving how they can dispense valuable medical advice. Having a patient feedback system in place can improve the healthcare experience for even the most vulnerable people.
2) Improves patient care
The most reliable way to understand the healthcare experience is from the patients themselves. Asking for feedback about everything from appointment scheduling to waiting time, provider’s thoroughness and professionalism, clinics can get a complete picture of the quality of care they’re providing versus how the patients perceive that care.
3) Helps understand a clinic’s benchmark
A patient feedback forum can help a clinic understand how they fare in comparison to their competition, the latest trends in the health system, and even their fellow doctors.
Comparing ratings and reviews can help a clinic understand where they need to focus on their delivery of care process.
Patient feedback can be used as a benchmark to assess progress and improvements over time as it offers deeper insight into clinics’ weaknesses.
4) Helps boost online reputation
A positive online reputation can help a clinic attract more patients. With social media referrals becoming popular by the day, it’s even more important to manage your online presence. Not only do patients leave reviews, they also talk about their experiences on social media – how the wait time, how they were treated, how knowledgeable they felt the provider was.
With a patient feedback system in place a clinic can monitor reviews, address grievances, follow-up with patients, and even ask for patient testimonials in case of a positive experience.
5) Prevents patient leakage
Requesting patient feedback is one of the best tools that a clinic can use to identify gaps in delivery of care. Any issues that are negatively affecting patient retention and revenue can be improved upon.
When clinics act on patient feedback, they improve the experience for future patients as well. Not only that, this feedback can help drive innovation in their caregiving practises. Every healthcare model has to continuously adapt and develop along with the evolving health system – patient feedback is the best way to ensure that a clinic always stays on top of their services.
Clinics can use specific questions in after-visit surveys to address issues with processes and overall care. Furthermore, this feedback can be used to evaluate which patient populations are most affected and require specialised focus.
A health practise is only if the patient’s perception is as such. People are the most valuable determinants that influence a clinic’s growth and success. If your clinic doesn’t have a feedback system in place, you can always use TABIIB to list your practise and grow your business.