Healthcare
Measure and improve patient and visitor satisfaction across all experiences with simple, in moment feedback.
“We have embedded HappyOrNot into the hospital and report to a governing committee monthly on the data. I have found that the open feedback is powerful in both conveying appreciation to staff and for real time targeting of areas to address.”
Linda McCulloch, Patient Safety & Quality Manager, NBMLHD Lithgow Health Service
A collection of our amazing clients
We work with Customers across Australia and New Zealand
Insights
Just like consumers, patients now are more connected and have plenty of information to make informed decisions before choosing a healthcare provider. To compete effectively for patient loyalty, healthcare providers need to invest in quality-of-care control systems, monitor the service performance, and meet patients’ expectations, across both Physical and Digital experiences.
HappyOrNot can support you in this goal of collecting Patient feedback and this is why:
Patient Satisfaction: Healthcare organisations can gather immediate feedback from patients about their experiences. This real-time data helps identify areas needing improvement, enhancing patient satisfaction and care quality.
Simple and Accessible: The easy-to-use interface of HappyOrNot terminals makes it accessible for all patients, including those with limited mobility or technology skills. This ensures higher participation rates and more comprehensive feedback.
Quick Identification of Issues: Instant feedback allows healthcare providers to quickly identify and address issues, such as long wait times, staff behavior, or facility cleanliness, thereby improving the overall patient experience.
Anonymous Feedback: Patients can provide honest feedback without fear of identification, leading to more accurate and reliable data on their experiences and satisfaction levels.
Employee Morale and Performance: HappyOrNot can be used to monitor staff satisfaction and engagement. Happy and engaged staff are more likely to provide better care, improving overall organisational performance.
Data-Driven Decisions: Detailed analytics and reporting from HappyOrNot enable healthcare organisations to make informed decisions based on real-time feedback trends. This can lead to targeted improvements and better resource allocation.
Quality Assurance: Continuous feedback helps healthcare organisations maintain high standards of care and meet regulatory requirements. It can also aid in accreditation processes by demonstrating a commitment to quality and patient satisfaction.
Communication and Transparency: Regular feedback opportunities foster a culture of open communication and transparency between patients and healthcare providers. This can build trust and improve the overall reputation of the organisation.
Benchmarking and Improvement: Healthcare organisations can track their performance over time and benchmark against industry standards. This helps in striving for continuous improvement and staying competitive in the healthcare market.
By implementing HappyOrNot, healthcare organisations can enhance patient experiences, improve service quality, and foster a positive and productive environment for both patients and staff.
Measuring across channels
It is more important today than ever to collect feedback across all you channels of interaction. Customers expect similar levels of service from Healthcare as like with your retail counterparts. It is therefore more important today to ensure your physical and digital channels are covered. Below are a list of some of the common use cases for the HappyOrNot solution:
Measuring the patient experience in the medical centre, hospital, out patients clinic, in the ward or Employee area is critical to understanding the service quality that you are delivering.
Asking questions like “How was the appointment today? or “Please rate the experience in the practice today?”.
Find out more…
Measuring the experience of patients outside of the hospital or practice can be done using the Smiley Digital. This could include remote or in home consultations, which in today’s world are more common.
Understanding the differences between remote and in clinic is important to delivering a consistent service.
For Healthcare, the obvious experience points to measure patient experience would be appointment booking processes or a referral online process.
Making sure that the experience you deliver via you web presence matches the expectations of the patient.
There are a number of occasions when you send out email communications to the patient, in the response to a question, after a remote consultation, or a general communication.
Making sure you capture feedback on these communications is key to ensuring that you close the loop to your feedback process.
Utilising the Insights
With all of the insights that are possible to be captured across the different interaction points, how are other Healthcare providers using this information to make positive change:KPI
Track your location Patient Satisfaction KPI, to drive healthy competition between locations
Service
HappyOrNot enables the teams that deliver customer service to understand the impact that it has on the Patient
Resources
HappyOrNot enables teams to better allocate time and resources at the right time of day
Managers
HappyOrNot enables managers to focus their time on the locations that most need their support
Community
HappyOrNot demonstrates to Patients that feedback is important not just once a year but all of the time, and through it they see positive change
How Much Does All Of This Cost, I Hear You Asking?
“We cannot do without HappyOrNot now”, says Peter Abraham CEO of Kyabram District Health Service
“It gives us the pulse of the organisation and allows us to react quickly to any issues that arise.”
In August 2016 Kyabram District Health Service (KDHS) implemented the award winning HappyOrNot service. In 2017 KDHS were awarded the Patient Experience Award from Victoria Health, read here how they used HappyOrNot to help achieve that.