As far as standardized surveys go, the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) and Press Ganey still remain the kings. But this doesn’t mean other kinds of surveys don’t have a place. Mobile surveys are a great way to understand patient satisfaction, and thanks to mobile technology, they’re easier to implement than ever before.
Health care institutions can benefit from mobile surveys for the following reasons:
1. Fast feedback:
When practically everyone has a mobile or a tablet, it makes sense to send surveys to patients’ mobile devices. Most people respond to texts relatively quickly, making mobile surveys a good source for immediate data.
2. High response rate:
It’s easier for patients to answer and complete a survey when it’s delivered directly to their hands (or in this case, to their handheld mobile devices), so you can expect more people to participate as compared to surveys sent in other forms (like email or snail mail)
3. Early engagement:
Surveys with three to five questions can be sent in full as text messages without overwhelming the patient. For longer surveys, a text message with a link to a web version is an effective approach. The important thing here is to engage patients right from the start, something that text messaging can easily do.
4. Tailored responses:
Like all other surveys, the results of mobile surveys can be aggregated to identify and resolve systemic issues. But what makes mobile surveys special is that individual feedback can be acted upon immediately to turn a negative patient experience to a positive one. This is especially important nowadays, when a single bad review can go viral and ruin a business. Of course, patient satisfaction and not business reputation should be your primary concern, but it still helps to know the consequences of neglecting a complaint.
5. Strong social media presence:
In mobile surveys, positive responses can prompt links to ratings websites, allowing patients to give scores and leave testimonials as they deem suitable. This action improves ratings on social channels where an increasing number of prospective patients go before making health care decisions.
Mobile surveys are a tool that health care providers can use to quickly and effectively use to gather patient satisfaction insights. A mobile survey focused specifically on patient needs can be used to identify and correct problematic trends in health care quality.
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