National Patient Recognition Week is the ideal time to prioritize the voices and experiences of those at the heart of healthcare: patients.
Each year, National Patient Recognition Week takes place from February 1-7, as a way to emphasize the importance of patient satisfaction and celebrate those at the heart of healthcare. The experiences and perspectives of patients shape the future of care delivery—impacting foundational elements such as technology, patient engagement, and operational workflows.
As we focus on providing better, safer, and more efficient care to our patients, let’s take this week as an opportunity to gather more feedback and improve relationships with our patients. Below, you’ll find actionable advice for collecting and maximizing those insights to improve patient engagement and care.
The Role of Patient Feedback in Ambulatory Care
Patient feedback—whether through surveys, complaints, compliments, etc.— is one of the best resources for identifying strengths and areas for improvement within your practice. Providers who better understand how patients perceive their experiences can create more patient-centered care models.
How to Collect Patient Feedback
The means you use to collect patient feedback can make a difference in the participation you receive. The following best practices are designed to increase the response rate.
- Leverage technology: Use online forms and send survey links via an automated appointment reminder or follow-up. This can be done easily through SMS, email, or your patient portal so patients can provide feedback quickly.
- Tailor to patient preferences: Consider your patients’ digital literacy and preferences. Offering paper- or phone call-based surveys may be useful to ensure you maximize participation.
- Provide on-site opportunities: Some patients prefer to provide feedback while waiting for appointments. Leave feedback cards with a QR code to the survey or include paper surveys in appropriate areas.
- Incentivize responses: Encourage participation by communicating the improvements that come from feedback. You may also consider sending personalized thank you notes from the care team or donating a set amount to charity for each survey completed.
Overcoming Common Survey Challenges
Even the most well-designed surveys can face hurdles with patient participation. Identifying and proactively addressing these challenges will help you gather valuable insights.
- Low response rates: Getting patients to complete a survey can be difficult. To encourage completion rates, limit the surveys to five to seven questions. Test how long the survey takes to complete and include that information in the description.
- Accessibility issues: Many patients want to take surveys on their phones at their convenience. So, make sure the surveys are mobile-friendly. It is also a good idea to have them available in multiple languages.
- Confidentiality concerns: Reassure patients that their responses are confidential so they can share feedback honestly. Include a clear statement emphasizing compliance with HIPAA regulations.
Strategies for Building Patient Engagement
Feedback is just one of many strategies to drive patient engagement. When patients are active participants in their care, they are more likely to adhere to plans and achieve better outcomes.
Building engagement comes down to establishing healthcare provider-patient partnerships. This collaborative approach is built on trust. Taking this approach creates a sense of shared responsibility in achieving health goals.
When working to empower patients through engagement, prioritize the following:
- Open communication: Providers must dedicate time to explain diagnoses, treatment options, and next steps in simple, conversational language.
- Shared decision-making: Involve patients in choosing their care plans by discussing pros, cons, and alternatives.
- Collaborative care plans: Develop personalized care goals and action plans that align with the patient’s preferences and lifestyle.
- Health goal discussions: Set aside time for patients to share their concerns and aspirations. Use motivational interviewing techniques to understand and address barriers.
- Continuing education: Consider offering training programs for providers on pertinent topics. These may include communication techniques, cultural sensitivity, and patient engagement strategies. On the patient side, you may wish to provide workshops on topics such as managing chronic conditions or navigating the healthcare system.
- Include decision aids: Many patients often feel overwhelmed when listening to a provider discuss their care options. Using visual charts or online resources can help patients better understand their options and make informed choices.
Committing to the Heart of Healthcare
National Patient Recognition Week is the ideal time to prioritize the voices and experiences of those at the heart of healthcare: patients. Let’s use this week to celebrate patients and reaffirm our commitment to improving the quality of care they receive. Connect with RXNT to learn how our patient engagement software can help you meet these goals.