Your medical practice will make more revenue if your patients are happier. But how do you keep your patients happy and satisfied? How do you even know what your patients like or dislike about your services?
Asking for patient feedback can provide valuable insight into your medical practice and services.
If you don’t know what you are doing right, you can’t do more of it. If you don’t know what you are doing wrong, you can’t do less of it.
Without patient feedback, you are destined to fail. If you don’t know how your patients feel, what makes them frustrated or happy, you will fail.
What is Patient Feedback?
Patient feedback in healthcare is information provided by your patients about whether or not they are satisfied with your services, staff, and overall experience with your practice. Their sentiments might become your source to know the gaps in the existing patient engagement strategy, thus adjusting your actions to suit their needs.
Importance of Patient Feedback
Successful medical practices understand the critical role that feedback plays in increasing their bottom line and online reputation. If you want to stay ahead of the competition, never stop listening to patient feedback.
Here are the top five reasons patient feedback is essential for medical practices.
Active solicitation of patient feedback will help your medical practice improve its existing services. If you listen to your patients, you can create an in-demand service line that patients are waiting to try. Use patient feedback to understand whether your services are solving your target audiences’ problems or not. Most successful medical practices delve deeper into understanding what the patient wants and make an effort to exceed their expectations.
Better Understand Your Patients
You won’t know if you don’t ask. Analyzing patient feedback is the most reliable way to measure patient satisfaction and the only way to know your target audience. While there is an art to designing a useful survey, the questions should be related to the patient’s experience with your medical practice. This will help you know which kinds of patients are most satisfied (and dissatisfied) with your services. It’s impossible to analyze their responses without first understanding their wants and needs. There’s also no better way to keep your finger on target audiences’ pulse than to survey your current patients.
Measure Patient Satisfaction
Patient loyalty and satisfaction are crucial factors that determine your medical practice’s profitability. Several studies have confirmed a connection between patient satisfaction and financial performance. This makes it even more critical for you to make sure your patients are happy with your services. You can easily estimate the level of patient satisfaction using rating-based questions. Net Promoter Score or NPS is often used by medical practices to measure, manage, and improve patient satisfaction. This methodology is simple and effective, so every medical practice can apply it in patient satisfaction management.
Improve Staff Performance
Patient feedback is a fantastic tool to help your support team assess and improve their performance. The admin support job is a thankless one, but sharing patient feedback data with support staff will help them understand how patients perceive your services. Also, since admin and patient support functions are at the forefront of patient-facing communications, sharing feedback with them will help them understand gaps and improve accordingly. Even negative feedback will help the team assess what’s going wrong and implement corrective measures.
Increase Patient Retention
Satisfied patients will stay with you, and unhappy patients will eventually find a better alternative to your medical practice and leave. But you’ll be better equipped to retain patients if you know what they like and don’t like. Gathering feedback will help you determine if your patients are satisfied with your services and detect areas that need improvement. By analyzing patient feedback data regularly, you can stay in tune with their needs and increase retention. Also, by acting upon their feedback, you’re telling your patients that they’re essential to you.
Feedback allows you to obtain insights on what your patients think about your services and how they relate to your medical practice. Their opinion can empower your brand in a myriad of ways: you can measure patient satisfaction (and see how it evolves), find opportunities to improve your services, which in turn helps with patient retention, and make data-driven decisions to take your medical practice to the next level.
By ‘listening’ to your patient’s feedback, you show patients that you value their opinions. However, to be able to listen to them effectively, you’ll need to define objectives. Once your goals are clear, you can move forward and implement a process that involves collecting, analyzing, and consistently sharing feedback. In the upcoming blogs, we’ll delve deeper into various stages of the patient feedback process, including gathering feedback, analyzing it, and putting it into action. So keep reading Practice Builders Blog Blog to learn more about the steps you need to follow.