Healthcare industry is tough. Unlike other industries, you have the option to go wrong and resolve that letter. Even small mistakes can have a negative impact on the HCAHPS score (which directly affects reimbursements and outcomes). But we all know being imperfect and making mistakes is part of what makes us human. We can not avoid mistakes, but we can avoid the consequences if we recover it quickly. They can undo their mistakes before the patient goes home and rates their experience poorly on the HCAHPS survey. This process is usually called a "Real-Time Service Recovery" and requires accurate and efficient systems, a preventive action plan and resources ready to act immediately. Real-time patient feedback is one of such resources. The real-time patient feedback allows hospital authorities to find out the problems instantly after that they can take the necessary steps to resolve it. Besides, real-time patient feedback has a positive impact on a few things. Such as:
- It creates a culture of transparency and trust
Real-time patient feedback makes the whole care provider recognition program transparent. Transparency creates an environment where employees to feel connected to the organization. As a result, a culture of trust and honesty evolves within the organization.
- It improves the employee performance
Patient's real-time feedbacks provide caregivers, managers, and healthcare administrators with immediate insight into caregiver performance, individually and by the unit. It not only allows them to monitor their own progress but also indicates the zone of weakness. As a result, healthcare employees and managers can take necessary actions for improving their weaknesses.
- Builds the capabilities of healthcare managers
Through continuous upward feedback, managers gain insight into their style and management skills. Real-time feedbacks provide managers with the data necessary to improve their managerial skills as well as the overall management.
- Increases the accountability
Procedural feedback collection method includes human touch and the errors associated with them. On the other hand, real-time feedback collected by a well-designed system disengages all those humanly errors. Plus, the real-time nature allows others to observe instantly. All those characteristics make the patient feedback more accountable and reliable.
- It makes recognition programs easier
Real-time patient feedback not only makes the recognition program transparent but also easier to conduct. By using the analytics data, managers can reward and recognize efficient caregivers for their good deeds.
All of those are important when it's come to the improvement of HCAHPS scores. SO, the incorporation of real-time patient feedback into hospital management can save your HCAHPS score from decreasing.
Wambi is an employee quality management and recognition system, leveraging real-time patients feedback and visual analysis, which facilitates both positive reinforcements in the form of tangible rewards and real-time service recovery in case of negative feedback in HCAHPS survey. To know more visit homepage or Read this article. You also can listen to the podcast of Alex Coren to get clear insights.