Rapid-cycle feedback can work for multiple needs.
Why wait for data when you can have them now? For a dozen years, management at Delnor Community Hospital in Geneva, IL, saw patient satisfaction scores fluctuate between the 50th and 75th percentile. And for a dozen years, management felt that while that was 'pretty good, we wished we could do better,' says Michael Kittoe, MBA, the chief financial officer of the 118-bed facility. About two years ago, the hospital started a campaign to make customer service a real competitive differentiation for the hospital.
D005246:Feedback; D019538:Health Care Surveys; D015285:Hospital-Patient Relations; D006764:Hospitals, Community / Q000592:standards*; D006801:Humans; D007087:Illinois; D010043:Outcome and Process Assessment, Health Care; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D013997:Time Factors