Patient Feedback by Opiniator at HealthIgnite
Matt Selbie of Opiniator presented a review of patient feedback methods at the Healthignite Conference held in Portland at OMSI. The event was hosted by the Technology Association of Oregon. Best practices and new innovations were presented including ours:
“In clinic Patient Feedback tools to Improve Patient Retention Rates”
The format is 20 slides, changing every 15 seconds, so the presentation lasts just five minutes. Not easy! The goal is to educate and inform the audience of healthcare professionals of new ideas or practices.
All fourteen presentations can be viewed on YouTube here. Ours is towards the bottom of the list but can also be viewed below.
Increase Patient Satisfaction – Opiniator on YouTube
Our presentation shared how some providers are capturing patient feedback at the point of experience. Immediate action taken by the provider helps to improve the overall experience. In contrast, far too many providers over-survey. So our goal was to share how to recapture the feedback process from runaway survey technology and improve satisfaction rates. You can view the presentation below.
We show that providers can use an aggregate of technology, process improvement, and defined accountability. In doing so can radically improve patient defection rates, intent to return scores and overall satisfaction. A brief review of the inadequacies of existing tools was given, followed by a description of the experience of two providers and how they have improved these metrics. More importantly, how they can employ on the spot patient feedback to generate a powerful return on investment.
Too many providers over survey their patients resulting in survey fatigue. This dramatically decreases response rates (more on this and how to avoid fatigue is here). The other main provider error is to request patient feedback after the visit. This means that any fix by the clinic will always be too late before the issue affects other patients. It also may be too late to halt a defecting patient.
Solution – In Clinic Patient Feedback
A much better idea is to enable on the spot, in-clinic feedback so that the patient can review, rate, and comment on their experience while they are still there. When using Opiniator, this patient feedback can be delivered using their own mobile phone, in English or Spanish or via on-site tablets. The data is available real-time and viewed via an online dashboard. A full list of the features can be seen here. Opiniator now provides this to over 70 clinics and 10 hospitals.
Our product sheet on patient feedback can be obtained by clicking on the Patient Feedback product sheet – here.