Doctors, nurses and healthcare workers all work with the goal of getting a positive Patient’s Outcome. There are various ways to get feedback on patients outcome. From discharging a patient who has healed from their ailment physically to finishing a surgery successfully to more subtle ways like getting consistently positive feedback from patients. If a healthcare organization has a good feedback system, they can significantly improve their performance and improve the patient outcomes.
Creating A Good Feedback System for Patient’s Outcome
Get The Basics Right
When preparing to get feedback it is important to get the basics locked down first. It can be easy to get carried away and lose sight of what’s important which is getting genuine customer feedback. Organizations should have a transparent feedback mechanism that helps everyone in the organization perform to the best of their capabilities. Getting a feedback system rolling should be timely and inclusive. Also getting a feedback within the organization from employees take planning and precision and needs to be done properly. Managers can implement different feedback systems such as seminars with Q&A, coffee catch-ups with the CEO, employee engagement surveys, department reviews, site visits etc. These systems enable employees to share their suggestions and provide feedback which can lead to the company improving its process.
Build It Top-Down
Organizations should have a formal feedback system that is built after proper research and planning has been done. The absence of formal mechanisms or skills to share feedback could be counterproductive. The art of giving and receiving feedback is a science and leaders at all levels need to be trained in this science including the topmost level.
Spread It Out
Just is structure is needed, so is spreading out the system to all corners of the organization is important for have an efficiently running feedback system. The feedback system needs to cut across levels, empowering employees and customers alike to voice their concerns. The system needs to be well spread out to ensure that information flows seamlessly between individual team members, leaders, and customers. The system also needs to encourage engagement across verticals, with feedback moving both up the leadership team and down to the junior most employees. When the system is well spread out, transparent and has a proper structure, it reduces attrition and reduces distrust within the organization. It also strengthens company culture.
Set Customer Expectations
Customers usually don’t leave feedback unless they are asked and unless it is an extreme situation. So even if they are unsatisfied they won’t complain. Hence, you need to inform customers of your feedback system and remind and encourage them to use it. Also, customers often feel that anyone cares about the feedback they leave. So you have to find a way to inform them that their feedback is valuable and have them believe you.
A majority of those same customers would be willing to leave feedback if they knew they’d hear back, and when. If you want to ensure you’re hearing candid feedback from customers, the simple addition in your email of “We’ll get back to you within X hours/days” will go a long way. Social media platforms like Facebook also have features where they show how long a business takes to respond to messages or reports with their “typically responds in X hours). Work on responding in the shortest possible time and you will have more incoming feedback
Keep Email Feedback Organized
When you have a ton of emails coming in, it can be easy to lose track and have so many emails backed up and clustered that you end up with a mess in your hands.
You can use tools and apps that help organize email feedback so you don’t have the, clustered up and lose potential good information. Read below a company who uses the tool Trello. They detail how they’ve been able to create a meticulous system.
“Create boards within Trello titled “Product Ideas” (feature requests), “Up Next” (what’s being worked on) and “Roadmap” (what you plan to work on). Create individual cards within each board to categorize requests. For our Product Ideas board, we use sections like “Inbox” (new ideas), “Rejected” (discarded ideas), “Someday/Maybe” (good ideas, but not urgent), and “Apps” (integration requests). Add email addresses within cards for the people who requested the idea. For instance, anyone who asked us for Reports upgrades will be added to a list within a card so that they can be notified when the upgrade is complete. Here’s an example card (with emails blocked out for privacy)”
Sometimes the best way to get a candid response from a customer is to simply ask for one. Since email isn’t public like social media or feedback forms and because the method is quite personal, it can allow you to start some pretty interesting conversations with customers. So after a back and forth email exchange with a client you can simply ask for feedback.