Having a proper feedback system in a healthcare organization is important for Reporting Outcome of Patients. The process of collecting patient or customer feedback has to be well thought out in order to have the best results possible. Because of technology, getting feedback is easier than ever as there are various channels that can be used. Let’s discuss the different ways below
Different Ways to Get Feedback
Customer Feedback Surveys
Customer surveys are the traditional and classic ways of getting feedback and it still works. In to make a survey that actually fulfills the goals you have set, the survey has to meet the following guidelines:
- Ask only questions that fulfill your end goal
- Construct smart, open-ended questions
- Ask one question at a time
- Make rating scales consistent
- Avoid leading and loaded questions
- Be sure to check out our full coverage of this topic by reading this post
Crafting a useful customer survey is no easy task. There are so many potential questions you could be asking customers, but you have to be careful in your approach and make sure you ask the relevant and basic questions.
Email and Customer Contact Forms
Email is a great way to communicate with customers and business pay premium to have access to mailing lists. Feedback can be gotten from emailing customers and patients and have them respond to your survey.
The three main elements you should focus on for soliciting feedback via email are:
- Assuring customers of a speedy response.
- Creating an organized customer feedback system.
- Sending candid follow-up emails.
Seeking feedback via email should be done in meticulous ways so they don’t upset the customer or make the customer feel bothered. For example, when customers sign up via email to access information on the site, you have the opportunity to send out an auto-responder email that asks a single question. You can inquire about what customers are struggling with, what feature they’d like to see the most, or simply ask why they signed up. Just make sure you actually reply to these emails, or you’ll be letting people down and they won’t want to email you again. Also, provide bullet points if you can to make it easier for the customer to choose. Another example of using email to collect customer feedback using happiness Ratings. That way customers can rate a response or rate a service that has been received. These are usually called satisfaction Ratings
Those ratings and comments can then be easily sorted and filtered in happiness reports that show how teams and individual team members are performing.
Usability tests are an advanced form of customer feedback collection. They deliver deeper insights into your customers. Usability testing requires more upfront planning and preparation. With usability tests, you can make your customers discover things that they sometimes don’t know they’re thinking about or struggling with, and usually provides you with a clear path to make the experience better. Usability testing is usually common for websites and web-based products, but the fundamentals are applicable in any business including a healthcare organization.
Understanding your customers is often as easy as talking to them directly. A direct customer interview helps you find out things about your customer that a form would miss out on. Feedback gotten through this method can also help fill in the gaps that less personal forms of feedback tend to create.
Everyone uses social media these days and it is a great way to reach customers including getting feedback from them. Besides asking for direct feedback, listening to social media can prove particularly useful for gathering candid feedback from customers. Direct comments or mentions on social networks aren’t the only way for your business to collect customer feedback — many social networks have polling tools built in. You can take polls on facebook and twitter and engage with users and customers on Instagram.
Thanks to free tools like Google Analytics and tons of plugins and apps, you can track what your customers do on your website. What do they click on the most and where do they spend the most time. Insights like this provide valuable feedback. You can turn to analytics to get feedback that showcases how users are interacting with your site. For example, let’s say you are using content as a form of customer service. You might see that thousands of people are visiting your content to get their questions answered. But have you looked at how they are using it? If your frequently asked questions section has a 0:09 average on-page time and an awful bounce rate, you know something isn’t being communicated clearly. People are visiting your support content but obviously not utilizing it. You can also download tools that give you more detailed and real-time insights on customer activity on your site.
You can have these on every page of your website and around your organization so customers and users can fill them out at any time and at their convenience. Strategically inserted comment boxes at the end of pages draw candid feedback that doesn’t require employee monitoring or interrupt a user while they’re browsing the page.