Becker's Healthcare May 21, 2019
For most health systems, rolling out a real-time feedback program reliably spurs a massive uptick in patient response rates. But it’s not the volumes that make such programs valuable. It’s the voices that they capture.
Today’s forward-thinking organizations are using real-time feedback programs to solicit open-ended feedback. This means that more and more patients are being given the space to say whatever they like about their providers or the care experience at large—and their candid comments, delivered immediately after their episodes of care, reveal far more intimate and important details than conventional, closed-ended questionnaires.
However, open-ended comments also present a logistical problem. When comments come in at a rate of thousands per month, it becomes physically impossible for human...
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