Climb the Ladder of Success With Feedbacks

Written by on June 1, 2015 in Insight - No comments

Feedbacks are your best advisors, if handled carefully

LadderWEBFor any organization, whether big or small, it is always the small decisions that affect the efficiency. There are times when people are speaking from the heart about your services. These could be positive, as well as negative, feedbacks. So how much importance should be given to such feedbacks? Many times when people are sharing something they have actually experienced, we can actually improve our services by listening to them.

We are aiming to become “better than the best” and many a times “better than the rest”. By not paying attention to the customers needs and demands, we may have to bear the consequences. If we fall short in this one service point, it could result in the loosing many patients to our competitors. But many medical professionals will agree that it is a lot easier to say than to actually do.

People who have thought to improve their services many times have lost their battle despite putting in their best efforts. The very basic reason is adopting the wrong strategy. This will cause more harm than good. So, before actually moving on the solution, we need to identify the problem.

The crucial factor is whether or not to give importance to the patient’s feedback. Sometimes, when everything is going great and we are just being over cautious, we only modify the process. Often these minor modifications are not acceptable to the masses. Therefore, it is vital to understand the severity of the patients’ concern in their feedback.

The best way is to devise a procedure by which you keep on receiving and recording regular feedbacks. On a monthly basis, you can keep on adding to these feedbacks. You can check back on these regular feedbacks and highlight those that are recurrent issues. Are the problems coming in from one service point or individual that is actually creating a problem.

Let’s discuss the steps to adopt to bring a change towards our aim of “Better than the best”.

Stop being cynical towards criticism: While you are working to the best of your efficiency, it is very possible to still get critical feedback. Before you actually get aggressive about the feedback, it is always good to observe and check the authenticity of the feedback given.

  1. How many are giving negative feedback? Is it one person who is actually spreading bad word of mouth, or are several patients sharing the same observation?
  2. Who is giving the negative feedback?  Is it your regular patients who have been visiting your practice for a long time having concerns, or is it new patients having issues?
  3. Is everyone speaking about one concern only? Where is the problem? Is it one point of service which is faulty or is everything seeming to be falling apart?

Constructive measures required: When you have answered these questions, then it becomes easy for you to understand where the problem areas are. You have defined your areas of concern. It is always good to record these results.

Develop the strategy:  It could be possible that for every problem you need to adopt a different strategy. Sometimes the root cause of all the problems is one concern. One example might be the lack of motivation in the staff that needs to be sorted out.

Devising the solution: One solution might be you have an in-house implementable strategy. Another solution could be that you can hire a consultant to work out the possible ways to improve under their guidance.

There are several other methods of receiving feedbacks. One is to bring in a experienced person from a successful practice to observe your office activities for a complete day and jot down some observations. Another is your staff can become your eyes and ears to patient feedback. You can train them to listen carefully to what the patient is expressing, possibly rectifying the problem at the moment it occurs. Then, at a later time, bringing the matter to your notice so that the desired alterations can be made throughout the practice.

It is an art to understand when to act and when to hold back.  When you master this art, you will be able to provide the best of the services in your practice. For increasing the efficiency, it is always advisable to address feedback received from reliable sources. It is solely the management’s decision whether to address the feedback or just to ignore them.

By Nidhi Behl Vats
Freelance Medical Writer

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