Facility Feedback’s Role in Healthcare
Facility feedback could be considered one of the most important resources to a hospital in today’s healthcare environment. Feedback includes responses from patients, team members, and visitors regarding their satisfaction with practices such as cleanliness and personalized care. This resource not only informs leaders with relevant information about the operations of departments across the continuum but identifies pain points where significant improvement may be needed.
Without it, nursing leaders couldn’t accurately identify areas of opportunity and craft action plans to improve the care provided. Hospitals would fail to fully understand weaknesses and how to solve them, leading to poor scores and negative reviews. By allowing patients, visitors, and team members to regularly voice their opinions through increased touchpoints, facility leaders can continue to gather ample amounts of facility feedback to improve the level of care provided.
Touchpoints Effect On Facility Feedback Capture
Touchpoints are any moment when a team member interacts with another team member, patient, or visitor during their stay at a facility. Not only do touchpoints gather valuable information, but also help form trust between the facility and visitors/team members. Through conversations had with individuals, facilities can create meaningful connections with stakeholders. These connections ensure that stakeholders feel heard/valued throughout their stay; a quality other facility response practices do not have.
Facility Feedback gathered through touchpoints is traditionally completed through face-to-face interactions. In-person touchpoints require team members to meet with the chosen party and speak with them about their experience and learn of any suggestions they may have to better their stay.
Challenges In Managing Facility Feedback Collection
Facility feedback gathered through touchpoints is a valuable practice for all healthcare facilities, but one that requires ample time/resources. Facility feedback collection requires team members to constantly connect with patients, visitors, and other team members throughout their shifts while still being responsible for their other tasks. The demand to capture this data along with completing other tasks is demanding on understaffed facilities and could quickly lead to nurse burnout.
Nurse burnout is one of the biggest obstacles to hospitals regularly performing this practice. Reported by the American Nurses Association, approximately 62% of nurses nationwide experience burnout as a result of being overworked. The burnout of staff could lead to strained team member relationships or staff turnover within the facility.
The outdated collection process harms healthcare facilities, leading to nursing staff turnover and a hostile working environment. Adopting a new method is crucial to collection of facility feedback within a facility. To minimize the risk of staff burnout, hospitals must find new practices/technology to streamline the facility feedback-gathering process.
Using Technology to Transform Facility Feedback Practices
The solution to collecting facility feedback while protecting team members from burnout is identifying a new software/practice that collects information and increases touchpoints without using team members as facilitators. Sentact has launched a dynamic new platform that streamlines the facility feedback collection process within healthcare facilities. SentactFeedback makes this achievable giving patients, visitors, and team members the power to submit surveys without staff administration.
SentactFeedback is a state-of-the-art platform that helps alleviate the workload for the nursing staff. By giving patients, visitors, and team members a voice through self-prompted surveys, staff will no longer need to administer every survey. Users can submit facility feedback through three unique features that are easily accessible and can be utilized throughout the facility. These include:
QR Codes: Codes placed around patient rooms allow patients to scan QR Codes and complete surveys regarding room cleanliness, quality of care, etc. QR Codes can be placed within waiting rooms for anonymous feedback on room cleanliness as well.
Text/Email: Surveys can be instantly sent to patients/team members’ devices where they can complete the audit at their convenience. These surveys can be sent to a phone number, email, or both.
Kiosks: Survey Kiosks can be placed throughout facilities and do not require patients/team members to use their own smart devices. Kiosks can be programmed to administer any survey available within Sentact’s Best Practice Library.
SentactFeedback’s dynamic features gather data for nursing leaders to analyze and identify areas of opportunity within their hospital. The easily accessible data can help leaders make informed decisions and create action plans around improving facility practices across the continuum.
Transform Your Hospital’s Feedback Capture Process
SentactFeedback enables patients, visitors, and team members to have their voices heard and provide actionable data to hospitals without facilities overextending their staff. Complete the form below and our team will contact you regarding the opportunities SentactFeedback offers to your hospital.
