Use of daily web-based, real-time feedback to improve patient and family experience (9 April 2024)

Summary

Real-time feedback is a growing trend in patient- and family experience (PFE) work as it allows for immediate service recovery, though it typically requires a significant investment of time and financial resources. The authors describe a partnership with their “edutainment” system to administer an automated daily experience question (the “Daily Pulse Measure [DPM]”) that allowed targeted just-in-time responses to low scores with minimal administrative cost.

Content

Key points

1. Real-time feedback is a useful tool in patient- and family experience reporting as it provides an opportunity for in-the-moment service recovery.
2. Partnering with current inpatient information technology is a cost-effective way to solicit real-time feedback.
3. Existing technology can be leveraged to administer survey questions and then provide immediate, automated notification of a report of poor experience to key stakeholders.