This mid-sized gynaecological healthcare centre is a well-known clinic with two centres in Zürich and Horgen that looks after women’s health — distinguished by its dedicated team of health practitioners and nurses and remarkable patient flow.
Objective
To foster a seamless and effective communication channel between patients and healthcare professionals, ensuring a continuous pulse on patient satisfaction and areas for improvement.
Strategy
Screver set up two quick surveys. One is given to patients on a tablet before seeing their doctor to get a sense of what they hope from the visit. The second one is handed out after the appointment to see how it went and if the patient has any suggestions.
The dual-survey approach – integrating short welcome surveys for patients to complete before their consultation and review surveys post-visit – is a practicable and versatile survey technique applicable in many healthcare practices.
This strategy aims to capture real-time actionable feedback that directly reflects the perceptions and experiences of patients.
Implementation
Welcome Surveys Before the Visit
This quick survey asks patients what they need or are worried about, helping the doctors prepare for the visit. Engaging questions help define the touchpoints of the visit.
Review Surveys After the Visit
A check if the patient was happy with their visit and what could be done better next time. The level of satisfaction, the quality of care received, and the treatment applied are measured to provide a holistic view of the patient’s journey.
Ease of access was paramount: patients were handed tablets by the nursing staff, allowing immediate engagement. The surveys are designed for engagement and user-friendliness. Participation is encouraged through clear and engaging questions.
The patient can follow a clear structure, allowing for concentrated thoughts and quick responses.
Anonymity and Trust
Understanding the importance of honest feedback, the surveys were programmed to be anonymous. This feature reassures patients that their honest insights are valued and contribute positively to their healthcare experience. At the same time, honesty does not impact their relationship with the HCPs.
Outcomes
Enhanced Communication
The straightforward and inviting nature of the surveys bridges the communication gap between patients and healthcare practitioners, facilitating a direct dialogue centred on care improvement.
Immediate Insights
The real-time feedback mechanism allowed the Gynpoint team to quickly identify and address areas for improvement, elevating patient care standards.
Customized Solutions
Direct collaboration with Gynpoint’s leading healthcare professionals ensured that the surveys were precisely tailored to meet their patient base’s unique needs and expectations.
Conclusion
The partnership between the healthcare center and Screver is an example of simple yet effective technological solutions implemented to enhance patient engagement and care quality. The introduction of easy-to-use, engaging and insightful surveys has enriched the patient experience and empowered healthcare providers to adapt and evolve in response to direct patient feedback.
This case study proves the significance of fostering open communication channels in healthcare settings, ultimately leading to better patient and practitioner outcomes.
