Feedback is vital for mistakes to not be repeated.

Patient feedback and satisfaction surveys are well-established as an essential source of information, a tool to measure effectiveness of service delivery and paving the way for quality improvement. However, encouraging patients to fill out conventional satisfaction surveys and communicating suggestions and recommendations has been evidently challenging; examples include the US HCAHPS response rates, which were limited to a mere 33% (1) while the UK-based Adult Inpatient Survey response rates only reaching 49% (2).  

 

Complaints constitute an early warning system

Drawbacks are not limited to satisfaction surveys, but extend to the toxic reluctance to submitting complaints: tens of thousands of elderly enduring dreadful NHS care out of fear or politeness and 6 in 10 NHS patients remaining silent (3, 4). This is coupled with a prevalent belief that health managers will not bother to provide a timely response or apology.

Melior solves these problems by facilitating anonymous and hence direct communication with hospital or clinic management and presenting unembellished patient insight and opinions. The ongoing patient feedback collection, analyses and presentation provides you with a valuable overview of performance and allows you to keep track of what may be compromising patient satisfaction during their visit or stay and alerts you to issues that require speedy attention.

With Melior, healthcare managers will be able to better understand the patient’s experience in their own words, hear what went wrong and receive recommendations on how to serve them better/what could be done better. By knowing they are heard, that they matter and that you care to fix of the problem that elicited the complaint, healthcare managers will be able to retain patients and even encourage them to recommend the service to others. Also, the instant nature of complaint submission and notification facilitates prompt remedy while the presentation on the dashboard will simplify the procedures associated with managing complaints and track performance.

(1) Elliott MN, Cohea CW, Lehrman WG, et al. Accelerating improvement and narrowing gaps: trends in patients’ experiences with hospital care reflected in HCAHPS public reporting. Health Serv Res. 2015.

(2)  Department of Health. National Cancer Patient Experience Survey, 2010. National Report.

(3) http://www.dailymail.co.uk/news/article-2598355/Too-polite-make-fuss-Elderly-NHS-patients-suffer-silence-say-health-watchdog.html

(4) http://www.dailymail.co.uk/news/article-2789637/nhs-patients-frightened-complain-poor-treatment-fear-ll-branded-troublemakers-watchdog-finds.html