The patient experience continues to evolve as more patients look online for guidance on who they can trust for their individual healthcare needs. As physicians continue to look for ways to provide better outcomes for their patients while navigating the constant changes in technology and patient expectations, having a simple and easy way to collect patient and family feedback will become more valuable to understanding how the patient views their experience. The reputation of a physician’s practice is consistently being put under a microscope in this 24/7 online environment.
Real Time Insight with the Four Smiley’s
With the four Smiley’s (listed below) and the HappyOrNot® Reporting System, physicians can spend their time focused on the patient experience while capturing real-time feedback from both patients and their families. Each of the four Smiley’s has a unique role in measuring and improving the patient experience at various points of care. Since each of the four Smiley’s captures a perception while a patient is “In” the experience, the physician knows that each patient has an opportunity to give their voice and that the feedback provided is more accurate since it is coming in real time.
Smiley Terminal
The Smiley Terminal is a battery-operated kiosk that can be moved easily to various touchpoints within the physician’s office. It allows the physician to ask a designed question which allows for the patient to provide their sentiment quickly and easily. Since the process is so simple and engaging, the amount of feedback rises which provides the office more valuable insight to improve the patient experience.
Smiley Wall
The Smiley Wall allows for a physician’s office with limited floor space to collect patient feedback with a peel and stick unit that is attached to the wall. The Smiley Wall unit is similar to the Smiley Terminal in that it is a one question feedback system that allows for the patient to give that quick insight into their current sentiment.
Smiley Touch
The Smiley Touch is a plug-in kiosk that allows for additional feedback from the patient. Along with the initial first question, a second screen provides the opportunity for the office to ask a patient which touchpoint directed their positive or negative response. Lastly, the third screen allows for typed feedback to gain more insight into what the patient is feeling at that particular moment. The feedback provided is immediately displayed on the dashboard to allow for quick and impactful changes to improve the patient experience.
Web Smiley
The Web Smiley is a way for a physician’s office to collect real time feedback while the patient is in the web site experience. It allows for an initial response plus additional feedback from the patient within the second screen. This allows the office to capture the whole experience including both the office and online.
Sharing Successes
Since potential and current patient perception play an increasing role in a physician’s practice, having a way to share successes is important. A distinct advantage of the HappyOrNot® Reporting System is that it allows for live sharing of the feedback provided. This shows the potential patient (either online with social media or at the office location with a physical print out/digital board display) what other patients are saying about their experience. This focus on the positive impacts both patients and the staff as they see the improvements made and shared.
Wrapping it Up
Capturing the patient experience in real time is important for improving the physician’s reputation in this current healthcare environment. By using one or a combination of the four Smileys provided by SmileyAnswers, the patient is allowed the opportunity to give their voice anonymously and in real time. This allows the office to focus on what is really important: the patient. By sharing their successes online either through social media or at their practice with a physical or digital display, current and potential patients can monitor the practices performance. This constant focus on improving the patient experience will help the physician’s office become stronger and more sustainable.
About SmileyAnswers
SmileyAnswers provides the HappyOrNot® solution to over 600 healthcare facilities. Healthcare providers can measure patient experiences in real time to discover hidden pain points using one or a combination of the four Smiley’s from HappyOrNot®. With quick changes at these discovered pain points, providers can follow their performance improvement projects and be on top of changing expectations and perceptions of both patients and staff. With live and other social sharing tools, the positive improvements can be shared to current and prospective customers and patients to enhance the facilities reviews and patient perceptions. The HappyOrNot® solution is used in over 100 different countries and recently passed 1 billion feedbacks.
