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Improving Hospital Services Based on Patient Experience Data: Current Feedback Practices and Future Opportunities.

Johanna Kaipio1, Hanna Stenhammar1, Susanna Immonen1

  • 1Aalto University, Department of Computer Science, Espoo, Finland.

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|April 22, 2018
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Summary

Hospitals collect patient feedback, but often fail to systematically use it for improving patient-centered services. Improving feedback utilization requires coordinated approaches and a shift towards a patient-centric culture.

Keywords:
Feedbackformative feedbackhospital nursing staffhospital-patient relationspatient satisfactionpatient-centered care

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Area of Science:

  • Healthcare Management
  • Patient Experience Research
  • Health Services Research

Background:

  • Patient feedback is crucial for healthcare organizations to enhance services.
  • Effective utilization of patient-reported data requires transforming insights into actionable strategies.
  • Developing patient-centered services necessitates understanding and acting upon patient experiences.

Purpose of the Study:

  • To explore current practices in collecting and utilizing patient feedback in Finnish university hospitals.
  • To identify opportunities for improving patient feedback processes and data utilization.
  • To support the development of patient-centered healthcare services through enhanced feedback mechanisms.

Main Methods:

  • Qualitative study design involving in-depth interviews.
  • Participants included nine individuals from various hierarchical levels across three Finnish university hospitals.
  • Exploration of current feedback collection and utilization, and future opportunities.

Main Results:

  • Current patient feedback processes are often poorly planned and lack flexibility.
  • Collected patient feedback data is frequently not systematically utilized, hindering comprehensive analysis.
  • There is a recognized need to increase the volume of patient feedback for better generalizability and utilization.

Conclusions:

  • Healthcare organizations must adopt a coordinated approach to feedback collection and utilization.
  • Integrating both patient and healthcare staff perspectives is essential for effective feedback mechanisms.
  • Organizational transformation towards a patient-centric culture is vital for maximizing the impact of patient feedback.