If you manage patient experience аt a hospital or other healthcare provider, you might feel uncertain on how to proceed with your program during the COVID-19 pandemic. Do you proceed with your annual measurements? Is the data you gather now good for anything? Will you reach your annual targets?
Even if you haven’t encountered fluctuations in patient experience scores and/or survey response volumes already, the steps below will help you prepare and proactively manage the challenges that are coming your way.
Adapt your surveys
Adjust sampling processes and filters to stabilize response rates if response rates begin fluctuating significantly from baseline.
Flags
Tag and track invitations sent and responses received during the COVID-19 crisis to allow for subsequent impact analysis.
Update survey invite messages, intro and thank-you pages to show empathy and provide helpful information / Q&A.
Monitor customer feedback closely
Patients may need additional reassurance and compassion from their healthcare providers during this time. Leverage on technology (survey platforms, social media tracking, text analytics tools) to additionally set up alerts for:
Call centers / online chat tools
- responsiveness
- compassion
- scheduling / rescheduling / postponed appointments
- quality of information received
Clinical staff
- availability
- heath condition
- waiting time in front of office
- speed of consultation
- usage of protective gear (gloves, masks)
Facility
- cleanliness (floor and other surfaces)
- safety (sanitizer availability, distance between patients, protective gear for non-clinical staff, etc.)
Brand
Overall perception of the healthcare provider in handling the COVID-19 crisis
Healthcare & Medical Device Manufacturing
The Customer Experience Firestarter
The e-guide how to make sure everyone in your organization is committed to great customer experience. Adapted for the healthcare industry based on our experience with the world’s leaders in imaging equipment and respiratory care.
