“Why don’t they listen?”

“I wish they’d just ask.”

“What am I supposed to do now?”

 

These are the voices of patients and healthcare workers feeling confused, frustrated, invalidated, and unheard. Today, it’s common to hear these complaints. There’s a widening gulf between patient expectations and the reality of their healthcare experiences; many healthcare employees are also caught up in the surf.

At Feedtrail, we believe personalizing the healthcare experience isn’t just a goal—it’s a necessity.

 

Our vision: Creating purposeful, personalized healthcare experiences.

 

Our singular mission has been to ensure that every individual receives the care experience they expect, want, and deserve. From day one, we’ve empowered our clients to deliver exceptional, personalized experiences resonating with every patient. Today, we’re excited to take the next step on that journey with you.

We’re pleased to introduce our latest suite of AI-powered and business intelligence solutions designed to give you clarity, context, and certainty in understanding and enhancing healthcare experiences and patient satisfaction.

Over the past year, we’ve introduced key enhancements to the Feedtrail XM platform, our comprehensive experience management platform, to help you deliver improved engagement, loyalty, and revenue. Now, our #1-rated Best in KLAS patient experience improvement platform is the only solution on the market that can help you understand and improve operations by delivering AI-enabled, personalized patient engagement.

 

New healthcare experience intelligence tools that are already driving improved engagement, loyalty, and revenue.

 

 

“Customer centricity is a unique concept in healthcare. Traditionally, we’ve focused on good clinical outcome. We should also focus on the business model around what the customer needs and wants. Both are critical.” – Alan Dubovsky, Chief Patient Experience Officer

 

Feedtrail’s first-to-market innovations will help you:

• Map your healthcare experience terrain to comprehensively understand how different patient and employee populations are experiencing your organization—in real time.
• Turn your healthcare experience data into actionable insights for operational and clinical improvements.
• Hyper-personalize your patient engagement, tailoring interactions to be timely, impactful, and relevant
• Become more intelligent about your healthcare experiences over time so you can proactively support, surprise, and delight those you care for.

 

Before we tell you about all the details, let’s talk about the big picture.

 

The healthcare experience is a business imperative in today’s healthcare economy.

 

We understand that every interaction is deeply personal, and that’s why we’ve built a healthcare platform as dynamic and adaptable as the organizations it serves.

From the outset, we committed ourselves to understanding the needs of healthcare providers and the patients they serve. This led us to develop the best patient engagement platform on the market, featuring flexible messaging, timely service recovery, and reputation management. These tools have empowered healthcare organizations to continuously improve patient experiences.

 

“We envision a world where a constellation of patient insights help to drive business decisions for healthcare organizations. To build a successful business, you need valuable insights about your customers—not just clinical data or a five-star Yelp review.” – Deb Woods, Chief Operating Officer, Feedtrail 

 

Many feel like they don’t have the empirical knowledge, tools, or time to fully understand and support a better healthcare experience. In a healthcare environment that’s one-size-fits all, most people are getting left behind.

The patients’ voice is getting louder, and their choice is getting more powerful. That means improving the healthcare experience should be a business imperative for you. So we decided to build some new tools to help.

 

An insightful experience platform helping you manage brand awareness, reputation, loyalty, and competitive advantage.

 

Our hyper-personalized, dynamic, and real-time surveys and engagement strategies are designed to help practices easily learn where they can improve. Having deep and actionable insights about the patient experience is crucial for achieving customer centricity.

These rich insights give practices better opportunities to enhance engagement, refine operations, and bolster marketing efforts. Clear trend analysis facilitates prompt corrective actions, leading to improved outcomes, reduced costs, enhanced efficiency, and increased revenue potential. Plus, focusing on individual patient feedback rather than generic benchmarks, allows us to predict behaviors so we can better serve patients.

 

QUESTION CATEGORIES:

Real-Time Experience Feedback At-A-Glance

Meet Question Categories, a first-of-its-kind approach for grouping patient experience questions and responses for quick insights. With questions grouped by focus areas, you can easily identify organizational areas for improvement.

 

XM INSIGHTS:

Actionable Experience Data, Insights, and Business Intelligence

Consider XM Insights your patient experience Consumer Reports dashboard. The business intelligence (BI) and analytics engine combines real-time patient and employee feedback, service recovery data, and demographic data from electronic health records (EHRs), transforming them into powerful business insights. Quickly identify problems, then easily drill in to see which groups of patients have them and why.

 

SURVEY BUILDER:

Easily Ask Smarter Questions

Survey Builder will soon become your AI-powered patient experience navigator. We’re launching a centralized question library to allow you to tap into millions of patient questions, responses, and communications. Survey Builder’s comprehensive database uses AI to recommend the most relevant questions within a Question Category to help you create surveys that deliver actionable insights and enhance patient experiences.

 

RESPONSE SUMMARIES:

Make the Most of Qualitative Feedback

Later this year our platform will include AI-generated summaries of text responses. While open-ended feedback is invaluable, analyzing it can be time-consuming. Our AI will take care of the heavy lifting, providing concise summaries and actionable recommendations, ensuring that your team can respond swiftly and effectively.

 

AUDIENCE BUILDER:

Get the Right Message to the Right Person at the Right Time

Once problems are identified and the affected groups are known, the next step is to engage those individuals with thoughtful outreach. Audience Builder, new hyper-personalized engagement tools, allow you to take action based on what you’ve learned. We help you segment your patient population using unlimited EHR identifiers for easy customization of targeted surveys and messages. This means that instead of sending generic engagement, you can ask the right questions to the right people, leading to deeper insights and more effective solutions.

 

What you can learn from real-time patient experience insights.

 

We make it easy to spot trends along every step of your healthcare experience continuum. Here’s a taste of what you can learn and improve upon by using our AI- and BI-enabled healthcare experience features.

 

Why are our patients saying that on Google?

• What led to a patient’s negative online review? What’s the root cause?
• How can you recover the patient’s experience?
• What should you do to prevent the experience from happening again?
• Where can you amplify your positive feedback?

 

Where can our practice improve efficiency?

• How can you do more with less time, staff, and resources?
• Where can administrative overhead be reduced?
• Should you re-balance staffing levels for certain locations?
• How can you optimize communications workflows

 

Where can we educate and communicate better?

• What could you do to improve non-adherence?
• How can you boost patient response and action rates?
• Are we missing the mark engaging different demographics?
• Where can your practice’s processes improve so patients and clinicians are better set up for success?

 

Where does our practice add value?

• What do patients appreciate about your practice?
• How can you celebrate and replicate positive performance?
• Where is patient experience contributing to better outcomes?
• What best practices do we want to share and replicate throughout the organization?

 

How and where should we focus to grow the practice?

• Which patients should you target, and how can you bring them in the door?
• How can you bring in more of your ideal patient?
• What kinds of physicians should you hire?

 

The business impact of an intelligent and proactive healthcare experience strategy.

 

Working closely with our clients has been pivotal to our success in creating the best patient engagement platform on the market. And, remember—AI isn’t a buzzword at Feedtrail. We developed these new features in the field alongside today’s patient experience chiefs, clinicians, community health providers…and patients themselves.

The good news for you? AI is already delivering success. Consider this story:

One of our clients has strong overall NPS scores, but felt they might be missing opportunities to improve. Feedtrail’s business intelligence tools allowed them to easily drill into the data and identify opportunities. Within minutes, they could see their NPS scores were skewed: patients under 35 consistently scored some locations lower and NPS scores were lower for appointments after 1:00pm. They could also see why.

Patients reported language barriers, staffing issues, and long wait times. It was eye-opening for this group.

Within days, they were able to make changes to address specific concerns and communicate these changes to patients. Today, they continue using the XM Platform’s AI capabilities to understand patients’ needs and drive valuable operational changes.

 

The intelligent, AI-enabled patient experience allows people to be truly seen, heard, and valued.

 

This new era of patient experience isn’t just about making improvements; it’s about transforming the way we approach care. The patients’ wants and needs should drive operational decisions, not the other way around. This allows healthcare organizations to deliver patients the consistent, personalized experiences they need and want.

So, we invite you to join us on this journey. With Feedtrail’s new AI-enabled features, you can elevate every interaction, ensuring that every patient isn’t just treated, but that they’re heard, understood, and valued as an individual.

Because in healthcare, the experience matters just as much as the outcome.

Creating a patient satisfaction survey that captures meaningful feedback is essential for any healthcare provider looking to improve their services.

By asking the right patient satisfaction survey questions, you can gain valuable insights that help enhance patient experiences and outcomes.  

In today’s healthcare landscape, the patient’s voice has never been more critical. With increasing competition and a greater emphasis on patient-centered care, understanding what truly matters to your patients can set your practice apart.

Surveys aren’t just a tool for measuring satisfaction—they are a strategic asset that can drive long-term loyalty and operational efficiency.

By carefully crafting the questions to ask a patient, you tap into a wealth of insights that can guide decisions at every level of your organization. 

In this post, we’ll cover some of the best patient experience questions Feedtrail clients include in their surveys that gather actionable data to drive improvements. 

Featured Article: Patient Experience Survey

 

Why asking the right patient survey questions is important to get actionable patient feedback? 

In healthcare, asking the right questions is crucial to understanding patient needs and improving care quality.

By using targeted patient satisfaction survey questions examples, you can identify areas of strength and opportunities for improvement.

For instance, hospital patient satisfaction survey questions help you measure the effectiveness of care in a hospital setting, while clinic patient satisfaction survey questions are tailored for outpatient services.

Understanding which questions to ask patients ensures that the feedback you receive is relevant and actionable.

Questions should tie back to your initiatives so you can streamline surveys with the most important questions that inform action. 

Moreover, well-crafted questions serve as a bridge between patient perceptions and organizational performance.

They allow you to pinpoint specific pain points, such as long wait times or communication gaps, that might otherwise go unnoticed.

This level of detail is essential for implementing changes that have a real impact on patient satisfaction.

By continuously refining your questions, you can ensure your surveys evolve with the needs of your patients, making them a powerful tool for continuous improvement. 

 

The 10 best patient experience survey questions to ask your patients 

Effective survey design starts with the right questions. Using well-crafted healthcare survey questions can provide deep insights into patient experiences.  

The questions you choose can significantly influence the quality and usefulness of the feedback you receive.  

Whether you’re looking for sample questions for a patient satisfaction survey or crafting new ones, focusing on areas like access to care, provider communication, and cultural respect will help ensure your surveys are comprehensive and impactful.

Each question should be purposefully selected to uncover the insights that will drive your organization forward. 

Here are the top 10 patient experience questions that healthcare professionals should consider: 

(Please note any question with an asterisk* is available to utilize in the Feedtrail benchmark.) 

 

Question 1: Access to care* 

 

“Where you able to get an appointment as soon as needed?” 

 “What would’ve helped you get seen for an appointment sooner?” 

 

Access is paramount in healthcare as it directly influences timely and effective treatment, patient satisfaction, and overall health outcomes.

This patient satisfaction survey question example helps you identify and address barriers to access ensuring that individuals receive the care they need when they need it, contributing to a healthcare system that is both responsive and patient-centered.

Your multiple-choice answer options should tie back to processes or items you can control, such as preferred business hours. 

 

Question 2: Missed appointments 

 

“What prevented you from being able to attend your appointment?” 

 

Understanding the reasons behind missed appointments is crucial for healthcare providers to address potential barriers, enhance patient engagement, and optimize scheduling processes.

This insight allows for targeted improvements, and by including this in your sample patient satisfaction survey questions, you can offer support for transportation issues or providing reminders, ultimately promoting better adherence to appointments and continuity of care 

 

Question 3: Patient and Family Advisory Council (PFAC) 

 

“Are you interested in joining our Advisory Council to provide additional feedback on how we can improve our services?” 

 

Patient and Family Advisory Councils provide healthcare organizations with an inside view when it comes to decision making.

Patients that are already engaged enough to provide feedback can be the perfect place to recruit new members to your PFAC, while ensuing they meet the minimum requirements of the role. 

 

Question 4: Recognition 

 

“Is there anyone you’d like to recognize from your experience?” 

 

In a world, where healthcare turnover was higher than ever only two years ago, it’s not too late to say thank you.

At Feedtrail we’ve found that 80% of the feedback we collect is positive and complimentary in nature and asking patients if they would like to recognize anyone that made their experience better helps expand those kudos beyond just their provider. 

 

 

Question 5: Included in decision making 

 

“Did the care team include you in the decision-making process?” 

“How could the care team include you better?” 

 

No one chooses to be sick.

However, everyone wants a sense of agency when addressing their healthcare needs.

If a patient is at a point in their journey where they may not feel a sense of control, it’s the perfect time to ask how we could include them better and get provider-specific answers we can address with their care team.

This question is key among patient satisfaction survey questions as it gauges how well your team communicates and collaborates with patients. 

Featured Article: Best Experience Management Software

 

Question 6: Care environment 

 

“Was the care environment clean and comfortable?” 

“What could improve the care environment?” 

 

Patients want peace, quiet, and cleanliness.

If they’re not getting that, it’s easy to get a detailed understanding of exactly what is missing and use that to improve environmental services workflows/reporting.

Use this sample question for patient satisfaction surveys to assess the cleanliness and comfort of your facilities. 

 

Question 7: Culture, background, and beliefs 

 

“Were your cultural background or beliefs respected and valued during your visit?” 

“How could we respect your cultural background or beliefs better?” 

 

Patients of all backgrounds need and deserve to be respected.

Assessing whether someone’s background and beliefs are valued can provide key insights into whether your team is a reflection of their community, and how you can better create that bond with your patient population.

Including this in your patient satisfaction survey questions ensures that all patients feel respected and understood, fostering trust and satisfaction. 

 

Question 8: Provider communication* 

 

“How well did the provider listen to you and understand your concerns?”  

“How could the provider listen and understand your concerns better?” 

 

Provider communication historically has some of the highest correlation to how likely a patient is to recommend your healthcare organization to friends or family.

If providers are not explaining things in a way patients understand or rushing through a visit, they are directly impacting the bottom line.

This patient experience question helps you measure how well providers interact with patients and where improvements can be made. 

 

Question 9: Wait time* 

 

“Please rate the wait time to see your provider.” 

“Where did your wait take place?” 

“What would improve the waiting experience?” 

 

We all know wait time is a pain.

It’s every healthcare organizations’ most common complaint.

However, understanding what could make patients’ waiting experience more enjoyable can drastically change their perception of the wait, without having to hire more staff or reduce the actual wait time itself.

By including this question in your hospital patient satisfaction survey questions, you can gather insights on how to make the waiting experience more pleasant. 

 

Question 10: Net Promoter Score (NPS)* 

 

“How likely are you to recommend us to a friend or family member on a scale of 0 – 10, where 10 is the most likely?”  

 

No survey would be complete without NPS.

It’s the center of the experience universe and the metric organizations use to understand patient loyalty and the overall effectiveness of patient experience programs.

Patients that select 9 or 10 are promoters, 7 or 8 are passives, and 6 and below are detractors. 

Featured Article: Patient Experience Best Practices

 

How Feedtrail helps you prepare the right patient satisfaction questions for your survey  

At Feedtrail, we specialize in helping healthcare organizations design and implement patient satisfaction surveys that yield actionable insights.

Our platform allows you to create patient satisfaction surveys that are personalized to your patient population and aligned with your organizational goals.

By leveraging our expertise, you can ensure that your patient satisfaction survey questions are effective, comprehensive, and directly tied to improving patient care. 

 

Get patient satisfaction survey question templates 

Download the Resource “The Top 10 Patient Experience Survey Questions to Drive Change” to get a patient satisfaction survey template with potential answers and follow up questions: