When employees go home, taking their experiences and impressions of the day with them, they should be given the opportunity to tell the management how they are feeling. This basic feedback is generally collected continuously and only interrupted by more in-depth or special surveys. This gives the company a reliable measurement of the pulse of satisfaction over the course of time.
SayWay feedback systems are often used in the central areas of the wards. This is generally done using a driver analysis in order to expose the drivers of the dissatisfaction quickly and easily, without causing any unnecessary bother to the satisfied people.
Questionnaires on SayWay systems can be swapped manually on any system or by remote control all over the world from the headquarters in Cologne. We recommend that our customers use the system for employee surveys in the back office at least four times a year. Staff is scarce and is also the biggest cost factor in hospital budgets. That’s why it’s a good idea to work closely with your employees in order to keep fluctuation to a minimum.
Waiting rooms represent room for dissatisfaction. This is a good place to offer patients and visitors a digital communication channel. On the one hand in order to be able to make improvements wherever possible and on the other to prevent the frustration being expressed on other platforms.
If a feedback project is to be successful and sustainable, the feedback process must be defined and implemented very precisely. Clear project responsibilities, appropriate questionnaires and a precise choice of location are just some of the components involved in defining an on-site feedback process. Alternatively, you can set up a system where patients and their visitors are automatically sent an invitation to give feedback after contact with the hospital.
The challenges confronting quality management in hospitals are increasing continuously. At the same time medical facilities are faced with keener competition. That is why it is essential to offer the different target groups the chance to communicate their praise and criticism directly at the point of experience — in the wards, in waiting areas, at exits and of course in the patients’ rooms. Since the results are analysed online in real-time, any negative developments can be countered immediately. Questionnaires on paper are a thing of the past.
SayWay helps hospitals and hospital groups to set up this digital channel quickly and easily without interfering with the existing IT infrastructure. When installing SayWay, we use a toolbox that we have developed and continually enhanced jointly with customers over the past few years.
With our feedback system that is quick and easy to set up, you can measure the pulse of satisfaction right down to the micro-level of each ward. At the macro-level, i.e. the headquarters, the hospitals and/or departments can be monitored and optimised easily.
Primarily SayWay “only” collects ratings. But the system can do much more than that. Having a feedback channel that is continuously open sends out a signal to the target group, even if the system isn’t used. If guests give feedback as they are leaving the hospital, it’s a kind of emotional check-out. The systems can also be used as an information board. A visual can be shown on the last page of a survey, for example, to remind guests of an event.
In the health sector, in particular, there is a great risk that dissatisfied patients may air their frustration on digital platforms that are beyond your control. If you use SayWay, this dissatisfaction can be recorded in a sheltered environment. Ideally, you can even respond to it quickly and constructively if the person concerned has requested a response.
Basically, any conceivable type of questionnaire can be implemented using the SayWay feedback software. In hospitals, however, SayWay’s split driver analysis has established itself as the standard. The first question leads to a differentiation between in-patients and visitors. Then only the dissatisfied people are asked about the causes of their dissatisfaction. The satisfied participants are only given one additional open question where they can express their praise and suggestions. In this way, happy patients are not bothered unnecessarily and dissatisfied people can air their grievances.
Every single hospital or hospital group needs different information. The SayWay reporting tool takes these individual requirements into account through customised solutions for each company. Different location structures require special dashboards.
The roles and rights systems must be developed differently depending on the hierarchical levels. The design of automated PDF reports must be clearly aligned with the individual framework conditions. The SayWay hospitality team will be pleased to help you to design your own individual online reporting tool.