This webinar, hosted by Sonika Mehta, Co-Founder and Product Director at Zonka Feedback, focuses on capturing feedback throughout the patient journey to enhance the overall care experience. Key topics include:

• Understanding the Patient Journey: Mapping every stage of the patient experience, from awareness and appointment scheduling to post-treatment follow-up.

• Identifying Key Feedback Touchpoints: Discovering where and how to collect meaningful feedback across various stages to address pain points effectively.

• Questions, Tools, and Strategies for Actionable Insights: Learning the best questions to ask, tools to use, and strategies to turn feedback into measurable improvements.

• Closing the Feedback Loop: Exploring methods to act on feedback, drive improvements, and create a patient-centric care system.

This session equips healthcare providers with actionable strategies to build satisfaction, loyalty, and trust. 

Feedback builds trust, strengthens patient-provider relationships, and identifies areas to improve care quality and satisfaction. It enhances reputation through public reviews and ensures compliance with standards like NABH.

Key stages of the patient journey include:

• Pre-Visit: Researching providers and booking appointments.
• Arrival: Check-in, navigation, and waiting experiences.
• During Visit: Interactions with staff and facility conditions.
• Post-Visit: Recovery, follow-ups, and post-care instructions.

Capturing feedback at these touchpoints drives meaningful improvements in patient care.

Collecting feedback effectively ensures valuable insights at every touchpoint of the patient journey. Here are key methods to gather patient feedback:

• On Premises: Use tablets, kiosks, or QR codes in reception and waiting areas for real-time feedback.
• Post Visit: Send automated SMS, WhatsApp, or email surveys for follow-up insights.
• Online Feedback: Embed forms on your website or add feedback options in your app for digital services.

These methods ensure seamless and actionable feedback collection.

An effective feedback program is essential for improving care quality and patient satisfaction. Start by creating tailored surveys for each stage of the patient journey—pre-visit, during care, and post-visit. Keep them concise, relevant, and focused on actionable insights.

Use a multi-channel approach to maximize reach. Tablets or kiosks in waiting areas, SMS or WhatsApp surveys post-visit, and QR codes at key locations make feedback collection seamless and accessible.

Integrate your feedback system with HIMS to automate survey triggers and sync data efficiently. Automation can also alert staff to low satisfaction scores for immediate action and request Google reviews from satisfied patients to enhance reputation.

This approach ensures meaningful insights, timely actions, and a better patient experience.