Patient Feedback and Satisfaction
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Abstract
Woodlands Multispeciality Hospital in Kolkata prioritizes a patient’s healthcare experience, acknowledging the interplay between clinical and non-clinical touchpoints. These include initial consultations, patient admissions, housekeeping, nutrition, nursing care, and feedback. Patient feedback, facilitated by the structured patient feedback system CEMPIA, is integral to this process. CEMPIA leverages various feedback channels, achieving a remarkable 77.48% response rate through tablets. The hospital’s dedication to data-driven insights has significantly elevated the Net Promoter Score (NPS) from 84 in February 2023 to 94 in July 2023. It’s evident in daily NPS tracking, QR code feedback collection, and comprehensive drill-down analyses. Woodlands Multispeciality Hospital’s commitment to the holistic patient experience sets a commendable standard in healthcare.
Introduction
In healthcare, the patient’s experience is a delicate interplay of clinical and non-clinical touchpoints. This is held at Woodlands Multispeciality Hospital Ltd in Kolkata, where Arindam Dey Sarkar, DGM of Service Excellence and Hospitality, recognizes the pivotal role these touchpoints play in shaping a patient’s journey.
Steps taken for Holistic experience
Woodlands Multispeciality Hospital orchestrates various elements to ensure a patient’s holistic experience.
- Doctor Visits: From the initial consultation to admission, seamless transitions are vital.
- Admission and Transfer: Streamlined admission processes and patient transfers improve patient comfort.
- Housekeeping: Clean environments are essential for patient well-being.
- Nutrition and Medication: The dietitian and pharmacy teams cater to patient needs.
- Nursing Care: Patient care extends to the wards.
- Patient Feedback: Patients’ voices matter.
Patient Satisfaction through CEMPIA
The hospital strives for excellence through a structured, scientific patient feedback system called CEMPIA, a partnership with The Decision Lab. This approach entails collecting feedback through various channels, including:
- Discharge Feedback: Collected via tablets, achieving a remarkable 77.48% response rate.
- Frontline Feedback: Obtained daily, it caters to patients not yet discharged.
- SMS Feedback: Sent to discharge patients after 72 hours.
- Net Promoter Score (NPS): Constant monitoring of patient feedback, aided by HODs’ vigilance, has significantly improved the NPS from 84 in February 2023 to 94 in July 2023.
In addition to NPS, there is a daily NPS scorecard shared with HODs and discussed in morning meetings. This focus on NPS has led to a steady growth in the promoter score as well, from 434 in February 2023 to 609 in July 2023.
Empowering Patient Feedback and Excellence
CEMPIA not only captures daily data, complaint management, and marketing data but also offers insights through drill-down analysis. This includes doctor-wise NPS scorecards, floor-wise scorecards, and in-depth reports for various categories, from gender-wise feedback to reasons for high and low NPS scores.
Woodlands Multispeciality Hospital employs QR codes for patient feedback, enhancing the patient’s ability to share their experiences conveniently and securely. The achievement through CEMPIA includes the successful implementation of tablet-based feedback, NPS growth, enhanced promoter numbers, daily NPS tracking, robust complaint escalation processes, and staff appreciation monitoring.
The hospital’s commitment to excellence, data-driven insights, and continuous improvement through the patient feedback system demonstrates a holistic approach to patient satisfaction and quality care.
The result is an environment where patients’ voices are heard and their experiences are consistently improved, reinforcing Woodlands Multispeciality Hospital’s reputation for excellence in healthcare.
Conclusion
Woodlands Multispeciality Hospital has championed a holistic approach to patient care, recognizing the intricate interplay between clinical and non-clinical touchpoints. These encompass initial consultations, admissions, housekeeping, nutrition, nursing care, and, crucially, patient feedback. Their patient feedback system, CEMPIA, employs various channels, achieving a remarkable 77.48% response rate through tablet-based feedback collection. The hospital’s commitment to data-driven insights is evident through the significant improvement in the Net Promoter Score (NPS), growing from 84 in February 2023 to 94 in July 2023. This commitment extends to daily NPS tracking, QR code feedback collection, and comprehensive drill-down analyses, reinforcing their reputation for excellence in healthcare.
