The Superpowers of Patient Feedback.
4 noted healthcare experts share their views.

“For customer experience, I have always used one key measure - if it's good enough for my family, only then is it good enough for my patients.

In healthcare, no customers come to us because they want to; everyone who visits us 'have to'. The objective is to convert the 'have to' to a 'want to' purely by the quality of customer experience.
Getting feedback from patients makes them feel heard and seen along the patient journey.

When we show them 'we know why you are here and we are there to take care of your needs'; it puts their anxiety to rest, knowing their presence has been acknowledged and understood.
Collect feedback after every call and walk-in, to understand where you can take the customers from being 'satisfied' to being 'delighted'.

In my opinion, customer service is a part of everyone's KRA - that's how you can build a lasting impact. If you aim at adding a 'WOW' factor for all your patients or customers, they will remember how you made them feel and not the tests or ailments."

“Patient feedback is like hidden treasure. A wise one would unearth it and utilise it to his or her advantage.
Patient feedback enables clinics to identify gaps in their processes like long waiting times, lack of staffing, delay in receiving reports due to a possible lack of technological support or even absence of services that the patient might be looking for.

Feedback needn’t just be through official channels or surveys, even a passing remark can echo an emotional tone or nudge a sentiment like: “Why on earth do I have to take a token and wait when I already have an appointment?“ or “I always come here for all my health needs but when I needed a mammogram it was frustrating to go hunting for another hospital!”.

Examples like these are what can open new doors to insights previously unseen and allow you to optimize and add in new services while improving on existing ones.
When patients notice that their feedback has been taken seriously and changes are implemented, their trust and loyalty to the clinic increases... leading to retention."

“Patient feedback goes a long way to optimize the patient experience at clinics and understanding the operational needs with staffing.
Longer waiting times for patients are often associated with aggressive behavior and loss of interests from the patient side which can eventually hamper communication and lead to inapproriate patient care.

Having said that, in case of greater occupancy due to walk-ins and appointments, efforts should be made to accommodate patients through proper triage. Patient engagement strategies should be worked out based on the demographics within the area of the clinic and the patients, to optimize and prioritize care."

“Patient feedback is crucial for clinics to improve their services. Here's why:

• Feedback highlights strengths and weaknesses, allowing clinics to address issues like waiting times, service quality, and patient engagement.
• By listening to patients, clinics can tailor their services to meet specific needs, leading to increased satisfaction and loyalty.
• Feedback can reveal areas where treatment plans or communication can be optimized, ultimately enhancing patient health outcomes.
• When patients feel heard and valued, they're more likely to return and recommend the clinic to others.
• Clinics that prioritize patient feedback, demonstrate a commitment to excellence, setting them apart from competitors.

By collecting and acting on patient feedback, clinics can create a patient-centered approach that drives continuous improvement and delivers better outcomes."