Patient feedback is a goldmine of information to help healthcare organisations deliver on their business strategy and key goals. Listening to patients and understanding their experiences, perceptions, and needs can provide valuable insights that can inform decision-making, shape strategies, and enhance the overall quality of care in your health or community care organisation.
Driving positive change and improvement through patient feedback
Patient feedback is a vital source of information that can help healthcare organisations identify areas for improvement. Feedback from patients can shed light on issues related to communication, care coordination, wait times, staff behaviour and the quality of facilities, for example. By systematically collecting, aggregating, analysing and acting upon patient feedback, organisations can pinpoint areas that require attention and develop targeted strategies for improvement.
One effective approach is to conduct regular patient experience surveys. These Patient Reported Experience Measures (PREMs) are questionnaire-based experience tools that capture a patient’s experience of care. The surveys can be administered through various channels and can cover different aspects of the patient experience. Analysing survey data can help organisations identify patterns and trends and prioritise areas for improvement based on patient feedback.
This data-driven approach allows organisations to make targeted changes to address identified issues and improve patient care. And by actively seeking and valuing patient feedback, organisations demonstrate their commitment to patient-centred care and create a culture of continuous improvement.
Leveraging feedback for growth and business development
Patient feedback can also be a powerful tool for driving growth and business development. Understanding patient preferences, needs, and expectations can inform the development of new services or programs that align with patient demand. Organisations can use feedback data to identify opportunities for expansion, diversification or partnership and care collaborations. For instance, if patient feedback indicates a high demand for telehealth services, an organisation can consider investing in telemedicine technology to meet patient needs and expand its reach to remote or underserved areas.
Patient feedback can also inform marketing strategies and enhance patient engagement. Positive (but always anonymised) patient feedback can be used as testimonials in marketing materials such as websites and social media to showcase the organisation’s commitment to delivering a high standard of patient care and services. Sharing patient feedback and success stories can help build trust and credibility with potential patients, leading to increased referrals and business growth. Organisations can also use feedback data to tailor communication and engagement strategies, ensuring they meet patient expectations and preferences.
In addition, patient feedback can be a valuable resource in responding to tenders or business opportunities. For example, many tender or business submissions require evidence of patient satisfaction, quality of care or patient outcomes. Patient feedback can provide compelling evidence to demonstrate the organisation’s performance in these areas. Organisations can use patient feedback to support their bids and proposals, providing quantifiable data and real-life testimonials to differentiate them from competitors and increase their chances of winning tenders or securing business opportunities.
Using feedback to engage staff and enhance quality of care
Engaging staff is crucial for achieving quality care outcomes, and patient feedback can play a significant role in this process. By sharing patient feedback with frontline staff, organisations can provide them with insights into the impact of their care on patients and the importance of their roles in the patient experience.
Recognising and rewarding staff for positive patient feedback can boost staff morale and motivation, leading to improved performance and, therefore, better patient experience. We explored this idea more in our article on the Institute for Healthcare Improvement (IHI) framework for Improving Joy in Work.
Organisations can also use patient feedback to identify areas where staff training or support may be needed. For example, if feedback indicates that patients are dissatisfied with communication from staff, organisations can provide training to enhance communication skills. Involving staff in the feedback collection process and encouraging them to contribute ideas for improvement can also increase staff engagement and ownership of the patient experience.
To learn more, you can read about PREMs here and find out how powerful PREMs tools such as Active Insights provide a critical source of information and evidence that can inform decision-making, enhance patient care, drive business growth and build loyalty and engagement with your staff and patients.