Using Patient Experience Surveys to Gain Competitive Advantage - Binary Fountain

November 15, 2016

Using Patient Experience Surveys to Gain Competitive Advantage

By: Sabrina Egan

Physicians’ offices and healthcare facilities nationwide are now seeing patient experience as a source of differentiation, and are catching up with advances and processes on how to manage it. A recent Practice Operations Survey, “Medical practices to duke it out on access, patient experience,” by MGMA covering about 800 practices nationwide stated that physicians are in fact largely beginning to devote more effort to knowing their patients and understanding the patient experiences to identify areas of improvements. For instance, 61 percent of respondents had taken action to reduce wait time, reducing the median wait times to between 10 and 15 minutes.

Another study published in the Journal of Medical Practice Management found that most complaints about healthcare practices ranged from doctors’ bedside manners to billing problems to indifferent staff. Overall, the unhappiest patients cited communications problems.

All of these trends, coupled with value-based care and increasingly consumerized patient expectations, are gradually influencing healthcare organizations to be more focused on patients’ perception of care. And with the growing number of ways to receive healthcare, it is crucial that healthcare practices focus on the patient experience to stay competitive.

Utilizing Patient Experience Surveys to Take You to the Top

We’re seeing more practices adopting digital surveys to collect patient feedback. This has been giving them a time-saving way to quickly analyze trends and comments and promptly respond to issues that need to be addressed. With digital surveys today, practices can capture significantly more meaningful feedback and implement those insights to improve their practice and increase ROI. Responsiveness to feedback and improvements made can even affect future online reviews.

Best Practices for Patient Experience Surveys

Whether or not your practice uses CG-CAHPS, the questions asked – and what you do with the results – are vital. Organizations like Fairfax Radiology Consultants exemplify a solid approach to making surveys work for them. Here are four quick steps to help you get the most out of your patient experience surveys:

  • Keep surveys concise and promptly offer post care to improve response rates. Set expectations up front that completing it won’t take them long. Provide the survey either at checkout via iPad or send via email within 2 days.
  • Be ready to promptly respond; Immediate Service Recovery is another essential aspect of onsite and online surveys. It allows your practice to respond quickly to bad feedback, which further promotes customer satisfaction and transparency. An immediate action can turn a negative experience into a positive.
  • Be sure to encourage comments to capture insights. Getting rated on a scale of 1-10 is useful, but comments will provide you some of the most useful insights to your practice.
  • Use result to foster a patient experience-centered culture and higher staff engagement. Reward employees recognized for receiving feedback from patients.

Patients are becoming increasingly vocal about their experience and have more choices when it comes to providers. Take advantage of this opportunity to listen, analyze and act on their feedback. Your competing practices probably will.

Want to learn more about how digital patient surveys can help improve patient experience?

Watch the Binary Fountain webinar “How Spartanburg Healthcare’s Marketing Team is Impacting the Patient Experience,” or schedule a demo.

About the Author

Sabrina Egan
Engagement Manager

Sabrina helps healthcare organizations better understand their healthcare consumer challenges and needs, in order to efficiently manage and improve patient satisfaction.

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