Patient Voices, Powerful Choices: Unleashing the Potential of Patient Surveys
A multi-location pain management clinic partnered with Fillungo to conduct a patient satisfaction survey that provided deep insights into patient experiences. The survey revealed the importance of referrals, the growing role of digital engagement in patient acquisition, and, most importantly, highlighted actions needed for specific locations.
Introduction: The Power of Patient Feedbacks
In the healthcare sector where patient experiences can vary widely across different locations, the need for consistent quality care is paramount. A network of pain management clinics, recognizing this need, partnered with Fillungo to embark on a strategic initiative: conducting a comprehensive patient satisfaction survey. This effort was not merely about gathering data; it was a proactive step towards understanding and improving the holistic patient experience across their locations.
The Importance of the NPS Score and How to Use It to Your Advantage
Tracking the Net Promoter Score (NPS) is a crucial aspect of understanding patient satisfaction and loyalty. A strong NPS not only indicates satisfied patients, but also correlates with higher retention rates, indicating that patients are more likely to return for future services. This ongoing patient loyalty is vital, as it enhances the Lifetime Value (LTV) of each patient and reduces the need and cost of acquiring new ones. In essence, by monitoring and aiming to improve your NPS, you establish a cycle of satisfaction and loyalty that sustains and grows your practice’s patient base over time.
The survey involved over 25,000 patients in Texas, Ohio, Kentucky, Colorado, and Indiana. With a NPS of 59%, the clinics stood well above the healthcare industry mean of 36%, reflecting a majority of satisfied patients who appreciated their care. This score signals the effectiveness of the clinics’ approaches and their ability to meet or exceed patient expectations.
As the next steps, we recommended the clinic network begin regularly surveying and tracking KPIs to create scorecards by location and/or provider.
…long-term patients of clinics have high satisfaction and could be a good source for additional word-of-mouth referrals
We also found that long-term patients of clinics have high satisfaction and could be a good source for additional word-of-mouth referrals and/or positive reviews to bolster the brand’s reputation online and off. We recommended launching targeted SMS/email campaigns to solicit reviews by long-term patients, especially for locations with lower review volume and/or scores, that will further help drive new patient acquisition.
Discovering the Patient Acquisition Journey
One of the survey’s revelations was the pathway through which patients came to the clinics. The majority cited referrals from healthcare professionals and personal connections, underscoring the traditional trust-based referral system in healthcare. However, the journey didn’t end at the referral; patients often sought additional information, consulting at least two other sources before making their first visit. This behavior highlighted the cautious and informed approach patients take in their healthcare decisions.
We recommended using this behavioral data to map out the patient journey, what information or communication is provided at each step, and further experiments to improve patient ‘show-rates’ and retention.
Analyzing Treatment Effectiveness
The clinics were rated highly for the effectiveness of their treatments, with patients reporting significant reductions in pain and improvements in daily functioning. This feedback was crucial, not just as a measure of success but also as a guide to understanding what aspects of treatment patients most valued. It became clear that effective pain management and improving quality of life were paramount in patient satisfaction.
We discovered that providing support to improve sleep and emotional well-being could be an opportunity to further improve patient perceptions of treatment and the brand.
Understanding the Chronic Pain Journey
The survey also shed light on the long-term nature of the patients’ conditions. A substantial portion had been experiencing pain for over five years, highlighting the chronic aspect of their ailments and the ongoing need for effective pain management solutions. The clinics played a vital role in these patients’ lives, offering hope and relief in their prolonged battle against pain.
Our survey found that while many are relatively new to treatment, the Indiana clinic over-indexes with 34% of patients having joined the practice in the past 12 months. The location stands out as an opportunity to over-deliver to the “New-New’s” having a higher proportion of patients who are newly experiencing chronic pain AND also new to the practice.
The Impact of Multimodal Treatment Strategies
The survey indicated that patients receiving a combination of treatments reported higher satisfaction levels. The best-performing markets tend to use more treatment types, with an average of 1.6 treatments per person. This finding suggested that a multimodal approach tailored to individual patient needs could enhance the overall patient experience and outcomes. It highlighted the necessity of personalized treatment plans that encompass various therapeutic modalities.
The Role of Digital Engagement
The survey results highlighted that digital engagement plays a pivotal role in the patient acquisition journey. While online channels accounted for 9% of initial patient discoveries, the survey revealed that 56% of actions taken before the first visit were online. This underscores the fact that digital touchpoints are not just supplementary but are central to the decision-making process of healthcare consumers.
56% of actions taken before the first visit were online…digital touchpoints are not just supplementary but are central to the decision-making process of healthcare consumers.
Patients are not limiting their online interactions to a single source; they are using a variety of digital touchpoints to inform their healthcare decisions. For instance, 20% of prospective patients visited the clinics’ websites, seeking comprehensive information about services, practitioner credentials, and patient testimonials. This direct engagement with the clinic’s website signifies the importance of having a well-designed, informative, and user-friendly online presence.
Moreover, 39% of the actions involved reading reviews of the practice or providers, highlighting the weight of social proof in the decision-making process. Prospective patients are increasingly relying on the experiences and opinions of others to gauge the quality and reliability of medical services. Reviews on platforms like Google, Healthgrades, and Yelp, as well as social media interactions, are becoming influential factors in choosing healthcare providers.
Each digital touchpoint, from the website to online reviews and social media interactions, serves as an opportunity to introduce the brand, build trust, and convince patients of the value and quality of care they can expect, ultimately influencing their decision to book an appointment and return for future care.
Targeted Improvements for Maximum Impact
The partnership with Fillungo has given the clinics a clear direction for enhancing patient satisfaction with targeted actions. By focusing on specific areas highlighted by the survey, such as digital engagement or service touchpoints, clinics can strategically allocate limited resources for the greatest impact on patient retention and satisfaction. Regular surveys will ensure these efforts are continually aligned with patient expectations, allowing even resource-constrained practices to adapt effectively and improve their service quality efficiently.
Conclusion: Transforming Insights into Action
The journey of conducting a patient satisfaction survey, spearheaded by the pain management clinics and Fillungo, illustrated the transformative power of patient feedback. By examining their patients’ experiences and satisfaction levels, the clinics have set a course for ongoing improvement and excellence in care. The insights garnered from this extensive survey are not just data points but beacons that guide the clinics towards a future where patient-centered care is at the heart of their mission, ensuring sustained success in the evolving healthcare landscape.
Ready to launch your patient survey? Get in touch for tailored support in conducting your survey, analyzing results, and defining actionable next steps.
