
Customer Service – Patient Feedback
- Open a dialogue with the patients – let them know you are listening
- Identify and quickly correct issues with the patient process
- Recognize new opportunities to be more effective and efficient
- Promote informed decision-making by gaining statistically reliable data
- Patient relationship building earns word of mouth referrals
- Higher reimbursement from payers – see a positive ROI
The first step is to find out what patients and service users think by asking about their experiences. Examining feedback will give a direct insight into what is working well – and not so well – in the way your organisation delivers service. You will discover examples of good practice where lessons can be learnt, and, areas of concern where improvements can be made.
Patient satisfaction surveys are the best method of gathering feedback when you want to know the views of a large number of people. They allow you to study patterns and trends and to see how common certain experiences are. They show if a problem is occurring more or less frequently over time. By surveying consistently and systematically these large surveys build up a detailed picture of patients’ experiences. Regularly repeating the same type of survey enables changes over time to be monitored and performance compared.
Now offered as part of your membership package, our FREE online patient surveys give you the tools and information you need to address any problems, improve communication and highlight areas of good performance.
Over the last few years, we have developed a standard questionnaire asking key questions about the patient experience. As part of your membership package, you will now be entitled to FREE access to your own online survey scheme.
What Now?
You will shortly receive a link to the questionnaire which you can distribute to patients via email follow-ups, or printed on a compliments slip/thank you for attending card.
Start distributing the link on your communication/interaction with patients.
3 months from when you start the scheme, you will be sent a report, detailing the responses and collating all information for you, ready for you to action. You will receive a report on a quarterly basis thereafter.
Hold a staff meeting to go through the report and feedback information, highlighting any training needs.
Put together an action plan following the results.
Promote the survey as much as possible on an ongoing basis.


Top Tips
Hand out something tangible to patients after an eye exam with the link to the
survey written on.
Consider offering an incentive for completing the survey eg. Entry into a prize
draw every quarter
Include in reminder emails/email communication to patients
Use ongoing results as part of a team building/motivation session
Implement action plans based on results and reports
Use the results as part of your PR plan
Share results on your social media pages, newsletters, press releases and any
patient communication.
Display results in the practice