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Modern Patient Feedback

Digital, fast and easy in your hospital

Tried and tested in over 150 hospitals all over the world.

How SayWay can be used in hospitals.

Use on-site feedback in the following scenarios

Check-out feedback

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.

Feedback on the wards

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.

Employee feedback

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.

Feedback in the waiting areas

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.

feedbackterminal-tablet-touch-feedback

The feedback process

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.

Measure patient satisfaction in the hospital

Exploit this digital channel to your patients and visitors

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.

Measure the “pulse of satisfaction”

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.

 

SayWay as a marketing instrument

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.

 

SayWay as a “digital collecting basin”

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.

Feedback questionnaires

Special features relevant to the hospital sector

Split questionnaire

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.

Individual reporting

Keep your finger on the pulse of your patients and visitors, centrally and locally

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.