Stop Guessing! Patient-Centred Care Means Asking

Don’t you ever wonder — in Canada, does our healthcare system see us as customers or partners? "Patient Centred Care" is the catch phrase - however, we show up, we wait (sometimes a very long time), we receive care, and then we leave. But have you ever been asked: Did we help you? Did this work for you?

Every Industry Seeks Feedback to Improve Customer Experience

Think about your everyday experiences. Did you recently buy a new phone or dine at a restaurant? Most likely, a few days later, a survey popped up in your inbox asking about your experience. You were likely eager to share whether the product met your expectations or if the service was up to par. For example, in 2021, a study found that companies that solicited customer feedback and acted on it saw customer satisfaction increase by as much as 20%.

Now, consider healthcare. When was the last time you received a meaningful follow-up from your healthcare provider after an appointment? While healthcare professionals may ask, "Any questions?" or "How are you feeling?", these inquiries often fall short of the robust evaluations seen in other industries. The crucial question remains: Are patients being treated as partners in their own care? Does the healthcare system take the time to understand patients' experiences in order to enhance the quality of their care?

Surveying customer opinions is vital for service improvement.

A System Overwhelmed

It is important to recognize the tremendous efforts of healthcare providers. They often juggle overwhelming workloads within a system strained by high demand. This is not a critique of their dedication but rather a reflection on how the system operates. Instead of fostering strong patient-provider relationships, it seems designed to handle a large volume of patients quickly, leading to rushed appointments. The system itself isn’t built to collect patient feedback or measure healthcare quality from the patient’s perspective

Amidst the daily chaos, we can't ignore a critical gap in the process. It is a high-pressure setting yes, but gathering feedback is essential.

And for the patient, after an appointment or a visit to the ER, there’s often a sense of vulnerability as they face serious health concerns and anxiety about what comes next. In that moment, they may feel like just another number in a long line — but they also carry valuable feedback that could help improve care for themselves and for others.

A waiting room reflects the anticipation of receiving healthcare.

The Importance of Patient Feedback

What if healthcare facilities adopted feedback methods similar to those in customer service? Imagine receiving a follow-up call or survey a few days after your visit, asking targeted questions like:

• Was the care you received satisfactory?

• Did you feel your concerns were listened to?

• What could be improved in your experience?

What Would Change if Healthcare Asked for Feedback?

Engaging in these conversations could provide valuable insights for providers and institutions. For patients, it would send a message of respect and value - the core of Patient Centred Care. Healthcare is inherently personal; each patient's journey can vary significantly due to countless factors. By gathering and analyzing feedback, healthcare systems can continually adapt, working towards respecting and understanding the patient’s voice and improving their care.

An Opportunity for Growth - Patient Centred Care

Cultivating a culture of feedback in healthcare offers a chance for growth in many ways. For healthcare providers, understanding patient journeys more intimately could lead to enhanced experiences and outcomes. In one survey, patients who felt their healthcare providers were listening to their feedback reported a 15% increase in adherence to treatment plans.

Feedback Doesn’t Have to Be Complicated

This isn’t about sending spammy emails or emoji surveys. A simple question at discharge or a quiet follow-up a week later could make patients feel heard.

Incorporating feedback systems can strengthen the relationship between patients and providers AND give the system a lens for the real state of Patient Centred Care. When patients feel valued and heard, they are more likely to take an active role in their care. This shift could lead to improved health outcomes and greater trust in the healthcare system as a whole.

Patient journeys are often complex and deserve understanding.

Healthcare is People Caring for People

Moving towards a patient feedback-oriented approach will require collective efforts from everyone involved in healthcare, including patients, providers, policymakers, and organizations.

Here are some actionable steps towards fostering a people caring for peope culture - patient-centre care:

• Implement Regular Surveys: Utilizing brief surveys after appointments can yield essential data regarding patient satisfaction and areas that need improvement.

• Establish Follow-Up Mechanisms: Creating protocols for healthcare systems and care-providers (maybe via the Patient Navigator or Advocate) to check in with patients post-visit, shows commitment to their care.

  
  

• Enhance Training and Education: Providing training sessions for healthcare professionals on the significance of patient feedback can help improve their practice.

  
  

• Encourage Open Communication: Creating forums for patients to share their experiences openly fosters transparency and encourages ongoing discussions.

  
  

Final Thoughts

It’s Time to Start Asking - Feedback For The Best Patient Centred Care

A simple yet impactful practice could lead to a more responsive, patient-centered healthcare system.

Just as we expect to voice our opinions and see meaningful changes in other services in our daily lives, this should be an expectation in healthcare as well. By actively seeking feedback from patients, we not only enhance the quality of care but also reinforce a sense of dignity and partnership in a system committed to supporting the health and well-being of everyone it serves.

Let us amplify our voices and advocate for a healthcare framework that listens. After all, our health is as important as our opinions.

We Want to Hear from You

We want to hear from you — your thoughts, your experiences, and your ideas matter - comment, please spread the word, like, and share this post.

If you found this interesting, you might also enjoy reading our blog on how patient navigators are a solution to feedback and communication in healthcare: The Caregiver's Uphill Battle: Why we need Patient Navigators

Visit us at www.chenetwork.ca to learn more.

And don’t forget to check out our podcast where we tackle some of the harder issues in healthcare: https://www.youtube.com/@TheNakedTruthofHealthCare