Collecting patient feedback systematically has become an indispensable strategy for healthcare providers aiming to enhance patient experience. It’s an essential metric increasingly linked to overall patient outcomes and organizational success.
Hospitals and clinics that diligently measure and act on patient feedback often see notable improvements in patient satisfaction and retention.
This article showcases eight compelling examples of positive feedback from patients — and explores how they correlate with providing an exceptional patient experience.
Defining the patient experience
Patient experience is a comprehensive term that captures the full range of interactions individuals have with a clinic or hospital. It spans initial scheduling, direct interactions with healthcare providers, the quality of medical care received, and the extent and nature of follow-up support.
To better analyze and interpret these interactions, healthcare professionals commonly segment the patient experience into three distinct phases:
- Before the visit: appointment scheduling, reminders, and pre-visit communications.
- During the appointment: interaction with medical staff, quality of care, and facility environment.
- Aftercare: post-appointment follow-ups, access to medical information, and feedback mechanisms.
The following examples demonstrate how improving patient experience results in more positive feedback throughout each phase of the patient journey.
The “Before the visit” phase
Example #1: Seamless online scheduling
“I usually dread making medical appointments because I’m always put on hold, transferred, or wondering if my booking went through. Here, I could easily see available slots and pick one — and even got an explicit confirmation!"
Lessons learned: This clinic invested in a user-friendly online system because they were anticipating an increase in patient frustration with traditional appointment booking, based on the comments they were getting in their past feedback surveys. And that investment clearly paid off.
Example #2: Personalized SMS reminders with pre-visit instructions
“I have a very hectic work schedule, and the personalized reminder you sent over was a lifesaver. I would probably remember to bring the paperwork, but I would definitely forget that I need to fast. It felt thoughtful, it helped me arrive prepared, and I was less anxious about forgetting something important.”
Lessons learned: Instead of relying on automated, generic communications, the clinic opted to personalize appointment reminders to address individual patient needs directly, which lowers appointment anxiety and reduces no-shows.
The “During the appointment” phase
Example #3: Warm reception and clear communication
“From the moment I got there, the team made me feel welcome, and the positive vibes also went through the rest of my visit. The doctor explained everything I needed to do very clearly.”
Lessons learned: Empathy and professionalism from both reception staff and doctors are crucial in establishing trust and creating a reassuring atmosphere. All clinic staff should actively work to improve their communication skills.
Example #4: Efficient management of waiting times
“I can’t count how many times I’ve had to take out half a day for a 20-minute checkup, sitting in waiting rooms and wondering if they forgot about me. I am thrilled you were different: I was called a few minutes after arriving and I didn’t feel rushed once I was inside. The staff seemed very organized and on top of things.”
Lessons learned: This clinic recognized that prolonged waiting times negatively impact overall patient experience, often creating frustration before patients even meet the provider.They prioritized clear processes, digital scheduling tools, and transparent communication to consistently manage expectations and, ultimately, respect patients’ time.
Example #5: Comprehensive and empathetic medical care
“The doctor actually listened and took time to explain each step of my treatment. They also patiently answered all of my questions and made sure I was comfortable with all the decisions. Talk about building my trust in your clinic!”
Lessons learned: The clinician’s willingness to slow down and engage was the key to this positive interaction. It wasn’t simply the expertise that resonated, but the empathy and attention shown during the consultation. To emulate this experience, foster a culture where empathy, patience, and active listening become integral parts of patient interactions.
3. The “Aftercare” Phase
Example #6: Proactive follow-up calls
“After my procedure, I wasn’t expecting much because it’s a routine thing. But a nurse from the clinic called me the next day to ask how was I feeling, if I need any more info about my medication, and even talked with me about some minor post-op symptoms. The phone call really dialed down my stress about recovery.”
Lessons learned: Proactively reaching out after a patient’s visit demonstrates genuine concern. It reinforces trust, reduces anxiety, and gives the patient tangible proof of continued care. Such positive feedback is often a result of well-established follow-up processes and procedures.
Example #7: Accessible feedback channels
“Your feedback survey was short and simple, and that’s actually why I was willing to share my opinion.”
Lessons learned: Properly designed patient feedback forms that ask the right questions will get significantly better response and completion rates, while providing clinics with actionable insights to improve patient care.
Example #8: Helpful educational materials
“When I got home after the operations, I felt slightly overwhelmed by all the information I got during my stay. I was saved by the detailed and easy-to-follow packet you provided (the one with step-by-step instructions about medications, symptoms to expect, and when to reach out). It made my recovery so much less stressful, mostly because I knew what to expect.”
Lessons learned: The clinic noticed that they get a lot of questions related to recovery after one specific operation. They responded by preparing comprehensive, digestible post-treatment instructions.
What can we learn from these patient experience examples?
While the quality of the service provided is important, what patients remember the most is how you made them feel during interactions with your clinic. Healthcare providers who want to increase satisfaction need to look at patient experience holistically:
- Simplify administrative tasks: Streamlining processes such as appointment scheduling and reducing wait times significantly enhance patient satisfaction.
- Prioritize personalization: Personalized communications, from reminders to follow-up calls, create a more engaging patient experience.
- Maintain clear and empathetic communication: The clarity and empathy demonstrated by healthcare providers can dramatically influence patient trust and satisfaction.
- Implement robust feedback systems: Simple, accessible feedback tools can yield valuable insights for continuous improvement.
- Educate and empower patients: Providing clear, informative resources strengthens patient understanding and engagement, and improves overall health outcomes.
This is just a tip of the iceberg though. There are numerous strategies clinics can employ to improve different aspects of patient experience.
Deliver better experiences and care with InsiderCX
InsiderCX is a patient experience platform designed to help healthcare providers collect patient feedback at scale, analyze it, and make targeted improvements to care quality.
The platform:
- Automates patient feedback collection seamlessly, across every touchpoint.
- Includes sophisticated sentiment analysis to pinpoint patient sentiments and recurring themes.
- Generates actionable insights for quality control, corrective measures, and strategic improvements — all based on focused on patient priorities and needs.
- Provides instant alerts for unsatisfied patient to help you improve patient retention.
- Makes it easy for patients to share their experience and leave positive reviews on directories like Google and Trustpilot.
Is your current feedback system enabling continuous improvement? Take our feedback management assessment quiz and get personalized recommendations for improvement.
