HIMSSCast: Manage critical patient feedback in real time
Whether using Standford’s inbound and outbound calls, automated voice systems or mobile channels, patients can be heard through the healthcare system’s engagement tools and processes.
Dr. Adrienne Boissy, Qualtrics’ chief physician and practicing neurologist at the Cleveland Clinic, explained why emotional harm that can be caused by healthcare interactions needs to be heard.
“Complaints and grievances are a big part of the experience of our patients and our people, quite frankly,” she said. Healthcare IT news on HIMSCast.
Hospitals also adhere to federal and state laws governing response to medical complaints and generally must respond within seven days, Boissy noted.
At Standford Healthcare, that information flows through various channels – including written letters – and drives the patient relations team’s workflows. It has helped make the healthcare system’s complaints and complaints processes more reliable and improved process outcomes for patients and employees.
Complaints and grievances have also become part of Stanford Healthcare’s improvement efforts, said Alpa Vyas, vice president and chief patient experience officer.
Aggregated data on complaint trends is shared monthly with operations teams, and being able to generate insights from data sources for patient feedback is a “second big win,” she said.
While about a third of patients typically skip care due to emotional damage, the vast majority of complaints and grievances stem from communication problems, Boissy said.
“This can be fixed.”
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Discussion points:
- The power of access
- Enabling more effective communication and reducing administrative burdens
- Achieve greater data granularity
- Leveraging unstructured data to understand individual patient experiences
- Recommending predictive actions to prevent service line problems
- Changing the paradigm and creating a cycle of gratitude
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Andrea Fox is editor-in-chief of Healthcare IT News.
Email: afox@himss.org
Healthcare IT News is a HIMSS Media publication.