Quality Control

Using Patient Feedback to Deliver Better Quality of Care

Learn how to transform patient feedback into measurable care quality improvements while reducing admin work.
November 15, 2023
5 min

The active collection of patient feedback is a catalyst for enhancing care quality and patient satisfaction. It provides invaluable insights into patient experiences and is instrumental in tailoring services to meet their needs. 

The result? Better treatment outcomes and a loyal patient base.

Let’s see how to transform those patient insights into measurable care quality improvements.

The shift to patient-centric care

Private clinics are increasingly pivoting towards a patient-centric approach. This shift is largely driven by patient feedback, which provides direct insights into patient needs and preferences. 

NIHR research states:

“Our review of the evidence on the use and usefulness of patient experience feedback shows that whilst there is a growing interest in using feedback for both accountability and service improvement, there are gaps in healthcare providers’ capacity to analyse and use it.”

This discrepancy underscores how healthcare providers need to improve their systems for collecting and processing feedback and be better at acting upon it.

To address these challenges, clinics are turning to digital tools. Platforms like InsiderCX offer sophisticated solutions for collecting, managing, and interpreting patient feedback. Clinics can now manage quality more effectively, and make targeted decisions that enhance patient care.

How to get actionable patient feedback

Collecting patient suggestions and complaints is the first step in identifying and addressing issues within your healthcare processes. Without reliable and comprehensive methods to gather patient experiences, pinpointing inefficiencies is just a costly guessing game. 

Ways to collect patient feedback

Here are the most common ways to collect feedback from your patients:

  • Patient satisfaction surveys
  • Online review platforms
  • Focus groups
  • Suggestion boxes
  • Patient interviews
  • Social media monitoring
  • Comment cards

Establishing a robust feedback collection system ensures a continuous flow of patient insights, enabling clinics to track their quality and satisfaction metrics over time. 

Each method comes with some pros and cons. To learn more, check our post on collecting actionable patient feedback.

Key areas to collect feedback on

Understanding the patient experience in its entirety is vital for offering top-notch care. This understanding hinges on a holistic approach to patient feedback that focuses on these key areas: 

  • Clinical care quality: Patient feedback on clinical care quality illustrates the effectiveness and safety of medical treatments and procedures. This information helps identify areas for service improvement, ensuring that care delivery aligns with best practices and patient expectations. 
  • Hospital amenities and facilities: Feedback regarding hospital amenities and facilities is a marker of patient comfort and satisfaction. It offers information on cleanliness, accessibility, and the quality of the physical environment.
  • Staff attitude and behavior: Feedback in this area shows how patients perceive their interactions with healthcare professionals. Addressing identified empathy and/or communication issues creates a more supportive and caring environment where patients feel comfortable talking about any issue.
  • Billing and administrative processes: Patients often express concerns about billing, appointment scheduling, and other administrative procedures. Streamlining these processes can boost patient satisfaction. It will also reduce admin work, leaving your team with more time to focus on helping patients get better faster. 
  • Post-care follow-up and communication: This type of feedback shows how effectively a healthcare provider continues to engage with patients after their initial treatment. This includes aspects like the clarity of discharge instructions, the responsiveness of staff to follow-up queries, and the overall continuity of care. 

This is by no means a definite list. If you believe there are other areas your clinic might be underperforming in, ask your patients directly to confirm or alleviate your doubts. 

How good is your current feedback management system? Take our free assessment and learn your blind spots.

Implement changes based on the collected feedback

Let’s see how to turn patient feedback into meaningful improvements.

Analyze and categorize feedback

Utilizing both qualitative and quantitative methods for data analysis is the only way to comprehensively interpret patient feedback. Statistical tools help in identifying quantifiable trends and patterns, while thematic analysis uncovers deeper, qualitative insights. 

This dual approach ensures a well-rounded understanding of patient experiences and expectations.

You should also classify patient feedback into distinct categories like service quality, staff behavior, facility cleanliness, etc. This categorization will help you quickly identify areas requiring immediate attention and help to allocate resources effectively. It will also simplify tracking the improvements and measuring impacts in specific domains.

Prioritize actionable insights

Identifying recurrent and pressing issues requires the ability to distinguish between systemic problems and isolated incidents. 

To evaluate potential impacts and consequences on patient safety, satisfaction, and overall healthcare delivery, you can conduct a risk assessment for identified issues. Use it to allocate the necessary resources and prioritize issues based on their severity and urgency.

The action plans should outline the steps to address each identified issue, complete with specific timelines and clear accountability. This structured approach ensures that the initiatives are effectively implemented and closely monitored for their impact.

Use a collaborative approach involving medical staff, administrators, and patients

Patients often highlight concerns and needs that healthcare professionals might overlook. However, that doesn’t mean that medical and administrative staff aren’t aware of other quality issues that need to be addressed.

The involvement of multi-disciplinary teams in healthcare is a significant step toward holistic patient care. Try to involve your whole team in the process of reporting — and more importantly —- solving quality gaps.

Commit to continuous improvement

Executing action plans based on patient feedback requires continuous monitoring and adaptability. Regular progress reviews are essential, allowing for swift adjustments and ensuring that the initiatives remain effective and relevant to the ever-changing healthcare landscape.

Regular evaluation of the changes should utilize Key Performance Indicators (KPIs) and ongoing patient feedback as primary tools. Through these assessments, healthcare providers can quantitatively and qualitatively measure the impact of their initiatives.

Iteration is a vital component of continuous improvement. Based on the outcomes of regular evaluations, strategies should be revised and refined, which ensures that healthcare services are responsive to current patient needs, and are proactively evolving to meet future demands.

Improve care quality with InsiderCX

Top private clinics use InsiderCX to set up an automated feedback collection system and track key quality indicators. Automating this process allows them to provide better care with less paperwork, with a strong focus on treatment outcomes.

InsiderCX does more than just collect data — it intelligently analyzes feedback to highlight key issues in patient care and service. This targeted approach enables healthcare providers to efficiently allocate internal resources and focus their efforts where they are needed the most.

InsiderCX Editorial Team
This article was researched, written, polished, and published by the InsiderCX editorial team.

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