Wednesday 23rd October ::: 02:01 PM
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Care Surveys

Keeping the Real Customer Satisfied

The Issue

The average private hospital in the UK treats approximately 6,000 hospital patients each year. Hospital patients views on their experiences are essential to the successful management and performance of the hospital.

Less than 30% of hospital patients actually CHOOSE their hospital, with the majority going where their consultant sends them. So when it comes to filling beds, the consultant could be considered to be the real customer.

Surveys of consultants and referrers are an integral part of the service HWA offers to the healthcare sector, giving hospitals get timely, useful and statistically relevant feedback. This knowledge helps them develop their services to get the maximum number of their consultants' hospital patients.

The Solution

  • Challenges include obtaining the maximum possible participation and getting to the real issues that benefit the hospital, such as better utilisation of theatres.
  • A consultant survey is quite different from a hospital patient survey. Almost all consultants have gatekeepers (usually, their secretaries) and almost all consultants have online access.
  • HWA involved the hospital director and the chairperson of the consultant committee from the outset. Each consultant was contacted by email by the hospital director and, through their secretaries, written to by the chair of the MAC to advise them of the forthcoming survey, asking for their participation and confirm their contact details.
  • All contact was managed by HWA using names and signatures supplied by the hospital to ensure that communications are accurate and completely personalised. Email accounts are set up for each hospital director so that the message appears to originate from them. Bounce backs go direct to the director with a copy to us.
  • The questionnaire was carefully developed to ensure only the most relevant and useful questions were asked and agreed with the hospital director(s) and MAC chairpersons. The database is pre-populated with an individual entry for each consultant.
  • Participants who preferred not to complete the survey online were issued with a paper questionnaire. Reminder emails (from the hospital director) are sent each week to non-responders and their secretaries are entered into a draw, provided their consultant has participated.

The Result

  • Issued within two weeks of the end of the survey, we were able to highlight significant trends, make useful comparisons between hospitals and give each individual hospital key action points for improvement.
  • Business / practice development was separately identified along with 'pinch points' in the service.
  • Suggestions for better utilisation of theatres and any other opportunities to improve and strengthen the hospital/consultant partnership were made.