Why use FeedbackMatters™?

FeedbackMatters™ is a unique solution – designed to address common deficiencies/limitations of traditional patient/service user feedback tools.  As a result it offers a number of important benefits.

1) Patient/service user-focused branding

Like other companies in the market, our focus is the delivery of approachable, user friendly, solutions that effectively gather feedback.  But we recognise that your patients/service users have a choice about whether or not to leave feedback... which is why everything we do is aimed at encouraging them to want to share their thoughts and opinions.

Our inclusive “FeedbackMatters” branding emphasises the importance of patient/service users views... encouraging active participation in our programmes.  We use this branding consistently throughout all areas of our service delivery, both online and in print – yet its subtlety allows easy co-branding where required by clients.

2) Inclusiveness

FeedbackMatters™ offers multiple response channels – allowing you to seek feedback from the widest possible cross section of patients/service users.

Our online site, FeedbackMatters.org, and physical FeedbackKiosks form the cornerstones of integrated site-wide systems – but, if you need/want paper, SMS, or handheld technologies, these can be incorporated... often at little or no cost.  Where you opt to include assisted feedback channels (such as staff administered handheld terminals) with the potential to introduce response bias, our proprietary bias-compensation algorithms can help you more accurately assess true levels of satisfaction (without affecting the integrity of underlying data).

3) Free of personal information

Our core system requires no personal information relating to patients/service users.  Not from you.  Not from users (yet – as you’ll see later – we still know responses are real).  FeedbackMatters™ doesn’t even rely on you gathering and providing/using patient/service user email addresses to ask them to give feedback online.

In spite of this, we use banking grade security and encryption throughout.  All responses.  Every interface.  Secure.

Why?  Because, quite simply, when starting to give feedback a user won’t usually know what the next question will be.  With other systems it might be personal – but insecurely transmitted.  Any concern about the security of personal information is likely to reduce your response rates.  We, however, instil total user confidence right from the start... all responses are secure – even though we won’t usually be asking for personal information. 

4) The SmartQuest™ context engine

Completing feedback forms can be a tiring and frustrating affair.  Often lengthy, padded by irrelevant questions, other feedback solutions lack relevance to many users... and when relevance is lacking, the quality and/or number of responses can wane.

Our unique “context engine” – SmartQuest™ – ensures that your service users are asked only the most relevant questions.  Importantly SmartQuest™ considers client-defined parameters and, where appropriate, clinically derived question sets standardised across the whole solution – imagine the power of being able to ask cardiology inpatients different questions to physio outpatients yet have responses remain comparable!  No more asking which ward feedback refers to... or whether service users travelling by taxi found it easy to park!

5)  Capture of audit quality data originating from actual patients/service users

Feedback systems are only as good as the data they contain.  FeedbackMatters’ unique FeedbackNumber, combined with advanced “anti-gaming” algorithms, ensures the integrity of inbound data and comments... we offer the greatest possible level of assurance that data is submitted only by relevant persons.

6) Information.  Not just data.

The last thing most organisations need is more data.  Relevant, timely, accurate information is another story.  It is invaluable.

FeedbackMatters™ gives you the information you need to identify opportunities for targeted change.  Yes, some of it is due to intelligent question design and SmartQuest, but the real benefit comes from taking the time to understand your organisation’s needs and applying knowledge gained in other sectors to help you manage your operations in the most effective manner possible.  By way of illustration, how many other feedback systems directly help reduce the burden of reporting Standards for Better Health?

Also want to leverage the power of six-sigma and statistical process control (SPC)?  Ask us how.

7) A fully managed solution – independent from your existing IT infrastructure

FeedbackMatters™ requires no additional software whatsoever on your systems.  This can save money when compared to in-house solutions and leaves your IT team free to focus on other applications... whilst often reducing the time needed to get your site up and running.  Similarly, in the event that you opt for our attractive and powerful FeedbackKiosk there is no need for connection to your in-house network infrastructure... again one less thing for your IT team to worry about.

8) Tireless focus on delivering the very best solutions – irrespective of technology

We’re not hardware vendors. We have no interest in selling your organisation capital equipment that may, later, prove unsuitable. Instead we tailor solutions to your needs using our range of technical and non-technical approaches... so you get exactly what you need... with accounting treatment that also works your organisation.

What’s more we’ll tell you if our solutions aren’t suitable for your needs – and will either work with you to develop a bespoke approach or point you in the direction of alternative providers. Yes, we want your business. But integrity is important to us.

9) Cost effective enough for continuous, whole site/population, monitoring

All this probably sounds expensive?  However, by applying expertise gained in a range of sectors and focussing on core functionality, we’ve avoided many “blind alleys” and kept costs to a minimum... meaning that you can deploy across your entire organisation at a lower cost than “traditional” solutions.

10) Access to specialist consultancy support

Although FeedbackMatters™ helps you pinpoint areas for targeted improvement, we recognises that effecting change can sometimes be easier with external support.  Crocodilio’s team of consultants includes process and change specialists able to help you get define and accelerate change programmes.