We now live in a social media “Ratings and Reviews Economy.” Consumers can access numerous sites to choose their healthcare providers. Healthcare organizations are struggling to find ways to handle this enormous shift in healthcare consumerism and to use patient feedback to deliver better care while it is being delivered. One way is to gather realtime, Point of Care feedback either through surveys or leader “rounding” so care can be improved immediately.
Companies that provide Point of Care surveys and related consulting services have grown to be billion-dollar entities, but they have failed to produce reliable, sustainable performance improvements for providers—or, more importantly—to improve patient satisfaction! There are many reasons for these poor results. From a behavior science perspective, the top ones include: (1) Patients feel vulnerable in the care situation, resulting in less than 10% completing realtime surveys because they don’t want to risk upsetting their care provider; (2) Patient rounding and surveys do not reliably capture behaviorally-specific data, nor do their prescriptive questions adapt to specific local practices, and; (3) The data are not linked to individual providers in a valid, reliable way, so providers say, “that’s not me,” when they review the results.
Dr. Julie M. Smith will discuss a transformational software app that she and her colleagues at Performance Ally are developing. The app, Ally Assist, collects extraordinary, realtime patient feedback and ensures individual care team members convert it into actions that improve health outcomes and the total experience for both patients and employees. Dr. Smith will share the results achieved at Nemours Children’s Health System where >90% of patients participated in realtime feedback, 100% of care team members engaged in giving and receiving realtime feedback, and service adjustments were made in-the-moment based on each patient’s expectations.