Patient comment cards are wonderful if hospitals prefer slow response time and lack of service recovery. In other words, the cards just don’t get the job done in today’s world of instant communications.
Boise, Idaho (PRWEB) February 25, 2013
Hospital consultants at South Office Analytics have just released a new video that they say shows hospital comment cards are often a waste of time and money.
“Comment cards are filled out by the patient or family member and often go into a comment box, but who knows when they will be looked at and by whom,” says Martin R. Baird, a customer service expert and chief executive officer of Boise, Idaho-based South Office Analytics. “Hospitals think they are measuring patient satisfaction with comment cards but they are often creating more dissatisfaction because of slow or no response. Comment cards sound like a great way to listen to patients, but they really are not.”
Baird says he had his team create the video to provide a fun way to look at some of the flaws of comment cards. “In the olden days, hospitals used comment cards because that was one of the only ways for patients to share information with them,” Baird says. “Today, comment cards are simply too slow for peoples’ expectations. Patients are used to tapping a couple of keys on their smartphone and seeing their comments on Yelp and Twitter instantly.”
If a hospital uses traditional comment cards, the time lag between a patient filling it out and the hospital following up with them is too long, according to Baird. “We live in a microwave world,” Baird explains. “We want a hospital to follow up on our issues in real time, not a day or even weeks later.”
Hospitals have service delivery gaps between the service they actually deliver and what they want to deliver, Baird notes. “Patient-experience feedback is not about never making mistakes, it’s about finding patterns of when they miss the service-delivery expectation and how to recover from it,” Baird explains. “Patient feedback is the cornerstone of service improvement. Part of that means the faster a hospital can see what the patient would like, the faster it can respond.”
Real-time patient feedback provides the opportunity for real-time service recovery and also allows hospital employees to give patients a better experience, Baird says. “Research shows that when a patient has a problem that is fixed quickly, they are more likely to return and tell their friends about the great experience they had,” Baird says.
To watch a second video about the “billion-dollar patient experience gorilla,” click here.
Learn more about how patient satisfaction does not relate to HCAHPS, VBP and the $1 billion Medicare bonus pool. Click here.
About South Office Analytics
With more than 20 years of experience helping businesses measure, manage and improve their service, South Office Analytics was launched to provide hospitals with the tools and platform they need to make an exceptional patient experience the cornerstone of their success. South Office Analytics has worked in some of the country’s most competitive industries. It is now leveraging its proven systems to give hospitals and medical professionals the competitive edge they need to survive and thrive in this ever-evolving industry.
South Office Analytics may be reached at 208-991-2037 or via email at solutions(at)southofficeanalytics(dot)com. Visit the company’s website at http://simplysharenow.com/hospital/Home.html