This blog post is the first in the series "Elevating Patient Experience in 2024" — a comprehensive guide where we discuss the various elements of patient experience, the role of tools like feedback forms, complaint forms, and surveys, strategies organisations can implement to create a holistic and positive care experience, MEG's Patient Experience Module, and more.
In recent years, the emphasis on patient-centered care has significantly increased, with healthcare systems across the globe recognising the pivotal role of patient experience and feedback in shaping the future of care delivery. Initiatives such as the NHS's Patient Safety Strategy and the ACSQHC's (Australian Commission on Safety and Quality in Health Care) collection of patient-reported experience measures (PREMs) and patient-reported outcome measures (PROMs), reflect this transformative shift.
This evolution marks the departure from the conventional healthcare model, where patients were passive recipients of care, toward a more collaborative approach that involves a culture of continuous learning and improvement by actively listening to and learning from patients' experiences.
Real-time patient feedback is emerging as a powerful instrument in supporting this transformation, offering healthcare organisations and providers valuable insights to enhance patient care. This blog post discusses why patient feedback is important, strategies to navigate resistance from staff and patients, and how MEG’s patient feedback tool can be used within your organisation.
Why does patient feedback matter?
A survey conducted by Accenture revealed that two out of three healthcare consumers have had a negative experience with a provider, leading to serious consequences on health outcomes. In fact, 34% of the respondents said they were less likely to seek medical care the next time they needed it. This survey underscores the critical need to make care delivery more streamlined, empathetic, and effective.
Patient engagement stands as a cornerstone in achieving this. Involving patients as active participants in their care journey and encouraging them to share feedback establishes a foundation of trust, promoting open communication and transparency. This, in turn, helps foster a collaborative and positive relationship between healthcare providers and patients.
Recent research indicates that prioritising patients' preferences and feedback leads to better clinical outcomes, reduced healthcare costs, and improved care experience. Apart from this, patient feedback also facilitates:
Quality improvement: Analysing patient feedback gives healthcare organisations valuable insights into their strengths and weaknesses, allowing them to pinpoint areas needing improvement and implement measures to support it.
Identification of systemic issues: Examining patterns and trends in patient feedback helps organisations identify recurring problems and broken processes. For instance, if patients consistently report prolonged wait times at the clinic, this can indicate a systemic problem in the appointment scheduling process.
Innovation in healthcare delivery: Patient feedback is a catalyst for innovation in healthcare delivery. Organisations that actively collect and value patient feedback are more likely to use the insights to implement new technologies, processes, and care models to meet patient needs effectively. For example, suppose a clinic receives feedback regarding the inconvenience of in-person visits for follow-up check-ups. In that case, they can innovate care delivery by introducing virtual appointments that align with patient preferences, improving accessibility and convenience.
Overcoming resistance from staff and patients
While the benefits of patient feedback are evident, implementing a system to collect feedback may encounter resistance from both staff and patients. This can arise due to various factors, including fear of reprisal, time constraints, negative perceptions, and technological barriers. Overcoming this resistance requires a thoughtful approach — one that addresses concerns while emphasising the positive impact on patient care. Here are a few strategies that organisations can implement:
1. Patient Education
Educating patients on the importance of their feedback plays a crucial role in overcoming resistance and fostering transparency, understanding, and trust. A few ways to go about this include:
Provide examples of how patient feedback has led to positive changes within the organisation to help them understand the tangible impact their inputs can have on improving care quality.
Encourage open and honest responses by providing them with the option to provide anonymous feedback, thus ensuring confidentiality.
Highlight the broader scope of the feedback process, i.e., that it is not solely for complaints but is a powerful tool for capturing positive and constructive insights that can be used to improve or personalise their own care plans.
Implement a user-friendly and accessible patient feedback platform that encourages active participation and ensures the entire process is quick, easy, and convenient.
2. Staff Engagement and Training
Engaging staff in the design and implementation of the patient feedback system instils a sense of ownership that can go a long way in overcoming resistance. Communicating the purpose of collecting patient feedback and emphasising its role in fostering a patient-centered approach is key.
We recommend leveraging professional development programs and comprehensive training sessions to educate staff on the importance of patient feedback, effective communication skills, best practices, and feedback collection and management methods. Further, ensure staff have access to all the necessary resources and tools, such as a digital patient feedback tool, to streamline the entire process.
Additionally, involving staff in decision-making processes related to feedback collection methods and tools and encouraging open communication promotes a sense of ownership and empowerment.
3. Integrate Feedback Collection into Existing Workflows:
Embedding the feedback collection process into existing workflows ensures that it becomes a natural part of staff's day-to-day activities, minimising the perception of additional burden, and ultimately resistance.
The key here is to design a feedback system that is time-efficient, secure, easy to use, and integrated with the greater quality management system for continuous improvement. You can even establish a feedback loop within the organisation, where staff can see the direct impact of the feedback they collect on improvements in patient care, in turn, reinforcing the value of their contribution.
4. Recognition and Incentives
Recognition and incentives serve as powerful motivators for staff to actively participate in the patient feedback process, as they convey the message that their efforts will be acknowledged and rewarded. It also promotes a positive organisational culture, builds team morale, and strengthens collaboration. Further, knowing their efforts directly contribute to positive patient outcomes and service improvements greatly diminishes resistance.
MEG's Patient Feedback Tool
A good patient feedback tool not only optimises the feedback collection process but also addresses potential resistance from staff by demonstrating the positive impact of collected feedback.
MEG's Patient Feedback Tool, an integral component of the Patient Experience Module, is a digital solution designed to streamline the entire patient feedback process. Featuring a user-friendly interface, customisable survey templates, integration with other quality management systems, multi-channel feedback collection, and automated reminders for pending surveys, this tool empowers both patients and staff to submit valuable feedback within minutes.
Curious to see the tool in action? Sign up for a demo now!