POPin Blog

How to Increase Patient Feedback in Hospitals

Garnering patient feedback in hospitals can be very difficult. When patients are undergoing treatment, they don’t want to be bothered filling out surveys and discussing their experiences with administrative officials. Likewise, when they return home from the hospital, they want to focus on making healthy changes that will help them to recover and resettle into their lives. Patient satisfaction is a struggle for hundreds of hospitals, and receiving honest and constructive patient criticism is a key way to design and implement strategies that improve patient care and experience. Here are four ways that hospitals can increase patient feedback:
  1. Make it a priority. Patient care should be of the utmost concern to every employee at a hospital, whether medical personnel or not. If patient experience seems to lagging, engage with leaders in every department to form solutions, including collecting feedback. No one can predict which team member a patient will “click” with, and so it’s important that everyone is on board with conversing with patients for their feedback.
  2. Make it personal. Patients need to know that it will be worth their time to invest in giving you feedback. If they feel that their feedback is going to be taken seriously and valued in making hospital changes, they will be more likely to give it than if they feel that their concerns are pushed aside. Rather than giving patients template surveys and only asking general questions, ask thoughtful questions specific to the individual patient’s experience and interactions. Ideally, the team members who interacted with the patient most will reach out.
  3. Make it a relationship. Remind patients that this hospital is not a one-stop-shop, and that you genuinely care about creating a hospital that is better for them and the community. If you’re not already, check in with patients after they leave the hospital to ensure that they are on track with their at-home health care. Another option to consider is a simple email newsletter for former patients describing hospital and community news.
  4. Make it convenient. Scheduling meetings can be difficult, especially for patients just leaving a hospital. Even if you do manage to schedule meetings with a few former patients to review their experiences, you will not have enough data to initiate any improvements. If you incorporate digital technology to make it convenient for patients to leave feedback, you’ll receive more results. It is also important to consider that some patients may be scared of hurting someone’s feelings or receiving poorer treatment due to giving negative feedback, so an ideal digital platform would be anonymous.
            It’s about the patients. Creating a better hospital for new patients must build on the experiences of former patients, which is why patient feedback is so important. POPin is the perfect solution. As platform that enlists a population to answer open questions and pinpoint concerns, POPin simultaneously caters to individual patient experiences while also pointing to larger, more common issues that should be addressed. The results are delivered to hospital administration in an easy-to-read format that can be used in presentations for pitching new initiatives to improve patient experience. With POPin, your hospital opens a dialogue with patients about how to provide world class care.