The Beryl Institute defines Patient Experience as “the sum of all interactions, shaped by an organization’s culture that influences patient perceptions across the continuum of care. (Source)" They conducted a study that found that 71% of patients believe having care providers “listen to you” is extremely important. Patients want health care providers to listen to what they have to say and act in ways that demonstrate they care. This involves utilizing feedback gained from patients to enhance the patient experience.
Patient feedback is crucial in truly understanding how a patient feels throughout their experience. The popular method for receiving patient feedback is through paper surveys sent to patients weeks or months after discharge. During this time, there is a chance that the patient may have forgotten their experience or only remember any negative instances. However, the industry is now moving towards a more point-of-care solution, also known as real-time feedback.
Real-time feedback (or point-of-care feedback) is “feedback captured from patients on their quality of care while the patient is still on-site. (Source)” Real-time feedback allows for a simple, automated, and customizable approach to gaining authentic insight into the patient experience and identify areas of improvement. Healthcare facilities can understand patient expectations and give patients an easy way to share positive experiences or voice their concerns, and provide feedback on their interactions during each step of their journey.
Insights gathered through real-time feedback can be translated into significant and measurable improvements allowing for an enhanced patient experience. Patients will feel encouraged to voice their experiences with the hospital and feel more confident in the care they receive. This data also supports hospitals in strengthening the two-way communication between the patient and hospital. Capturing feedback in real-time allows health care organizations to identify areas of improvement, enhance the care given, and creates confidence in patients.
About Medirex Systems Inc.
Medirex Systems Inc. (Medirex) is a Canadian-owned and operated business connecting patients to health information systems. Being an industry leader for over 50 years, Medirex has evolved to bridge the gap between patient identification and engagement by cultivating patient connections with ease, security, and no errors. Providing a positive patient identification experience for over 10 million Canadians, Medirex adopts technologies ensuring that the patient has a voice in their healthcare journey. Medirex aids in the adoption of digital health resources and data to improve the patient experience for your healthcare organization.
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