Friday, 06 December 2019 12:37

Defeat Feedback Fatigue

“What are you going to do with it?”, “It anyway is of no use”, ”I am not interested in giving any feedback”. We have experienced it ourselves and we are very confident that the people involved in the collection of patient feedback, frequently hear these comments from patients. Why does the patient think that providing feedback to the organization is not worth their time?

The problem faced here, which is very common for any feedback collection process is ‘Feedback fatigue’. This happens when the patient feels either that the feedback they give is not put to any proper use or the patient is just not impressed or interested enough to give feedback.

We, from our own first-hand experience, have developed a strategy to combat this common hurdle. The strategy is called ‘3A’, the three As standing for how you Approach the patients to gather feedback, how well you Address the questions and finally, how capable are you to Assure the patient that their feedback will be considered thoroughly and is worth their time.

There is no tool stronger than approaching with a smile that can warm up the patient to wholeheartedly express their experience. In the case of multiple feedback cycles, you can not have the same attitude each time and just throw feedback questions on the patient’s face. One has to develop a rapport and each encounter should be built upon the previous conversations. This is how you address the feedback cycle differently each time so that monotony is avoided and the patient feels comfortable to talk to you. Lastly, the patient should be assured that their concerns are taken care of. Each feedback cycle should have some update on the previous one. This will make the patients have an interest in sharing their day to day experience with you.

Good feedback forms the foundation stone for any good patient-satisfaction process. All the other important actions of the process, like addressing patient concerns, are dependant on the collection of good feedback. By considering the above-mentioned strategy, you make sure that the feedback coming into the system is of good quality and is not just for the sake of their collection.
Published in Business
Monday, 16 December 2019 12:06

Lost In Plain Sight

Most of us have already been introduced to the vastness of the memory space of our brains. Boy! That is a lot of space to store information. Majority of this information resides in your subconscious mind that you are not actively aware of. Do you think that all of this hidden information is of no use to you? Well, you are not correct. Because all those gut feelings that you have while making rational decisions and also all the impulsive, irrational decisions, are rooted in this hidden knowledge that you have!

You must have experienced it yourself, that we don’t always make decisions logically, weighing the pros against cons. Rather we do what our gut tells. What appeals to us on our emotional level. The subconscious mind plays a major role in this process. You process a whole lot of information subconsciously. Isn’t it amazing, that the data that you have stored in your brain, which you are completely unaware of, is making decisions for you, again without your awareness!

But this phenomenon makes it more difficult to understand patients. It is a challenge for hospitals to understand their patients’ subconscious minds. But, it needs to be done because then only hospitals will be able to understand what is actually going on in their patients’ subconscious and then make use of this knowledge. How can hospitals know about their patients’ minds? Stay tuned and you will know how!
Published in Business
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