Measuring The Patient Experience

Healthcare organisations, especially the NHS, are increasingly seeking ways by which they can effectively, reliably, and affordably measure and improve the patient experience.

Historically, where monitoring took place, this was typically achieved through the use of (often basic) locally designed surveys – administered either onsite or via mail – conducted on a largely “ad hoc” basis. These days, however, healthcare providers want (and in some cases need) solutions that deliver more.

The drawbacks of historical approaches are clear. Most obviously, these include the fact that:

  1. Intermittent surveying of patients results in intermittent date. Not what you want if you’re trying to build a culture of continuous improvement.
  2. Surveying using exclusively face-to-face or postal approaches is costly and time consuming. This usually results in a decision being taken to poll a sample of patients only... yet this sample is not always scientifically defined or truly representative.

The past couple of years have seen a number of new approaches emerge that seek to make measuring the patient experience both easier and more cost effective. Often, however, these solutions seek to use new technical approaches – such as handheld terminals or kiosks – to improve data collection... despite the fact that no one feedback channel will allow healthcare providers to measure the patient experience across all patient groups, few offer truly integrated multi-channel solutions that allow the drawbacks of using any single technique.

FeedbackMatters is is different. Developed by a team of experienced managers – with both healthcare and industrial process experience (where process monitoring and continuous improvement represent “business as usual”) – with clinical input, FeedbackMatters provides a truly integrated, multi-channel, approach to measuring the patient experience. Importantly though, FeedbackMatters doesn’t then leave you with the headache of managing and analysing reams of data. We do that for you – with FeedbackConsole providing the rich information you need to be able to make targeted improvements to the patient experience.

Interested? Visit FeedbackMatters’ main corporate site at crocodilio.com/FeedbackMatters

Introducing FeedbackMatters™

FeedbackMatters is a Crocodilio solution to the problems usually associated with the collection and analysis of feedback from your customers, patients, and service users. Using a unique multi-channel approach, FeedbackMatters leverages Crocodilio’s breadth and depth of experience to provide unrivalled accessibility, approachable branding, and – most importantly – the information (not data) you need to make targeted improvements to improve users’ experience and satisfaction.

FeedbackMatters launched officially on 29th June, so if you’re considering your options for gathering feedback – why not have a look at our dedicated microsite and gain an initial understanding of our solution... and feel free to contact us should FeedbackMatters be of interest to your organisation.