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Do you own your data? Shake off the insight gatekeepers and get more value from your patient feedback

by Kayla Lounsbery, Marketing Director, NRC Health


Patient feedback is a massive investment for healthcare organizations. It’s also mandatory. Regulatory strictures demand it, and so does common sense. How else can organizations discover if they’re satisfying their customers?

But it’s not enough to simply collect the data. Key to improving customer experiences is how that data gets analyzed and mobilized—how it’s used as transformative force for good.

Many organizations find, however, that they’re not free to use their patient-feedback data as they’d like.

Beware the insight gatekeepers

Unfortunately, written into many patient-feedback contracts is language around how the raw data can be accessed and shared. Most vendors do offer to generate raw data files and custom reports (at an additional cost), but if you’re looking to share raw data with another vendor or do some analytics on your own, prepare for a struggle.

If the vendor will allow it at all, they’ll charge handsomely for it—and that can seriously dampen your patient-feedback ROI.

Unlocking your patient feedback’s full potential

Your data is your data. You should be free to use it as your wish. NRC Health’s partners get flexible access to their data, so they can use it to design projects and initiatives that improve their patient experience:

  • Build patient communities.
    Who better to turn to for input on your strategic initiatives than your customers? Using your feedback program, you can automatically recruit a trusted patient panel to vet ideas, programs, and offerings.
  • Streamline service recovery.
    Moving patient feedback into a service-recovery workflow reveals immediate opportunities to improve interactions with your brand—and maybe even save lives.
  • Improve physician engagement.
    Finding easy opportunities for improvement and recognition is key to motivating a workforce. Letting patient feedback fuel weekly scorecards keeps physicians close to the voices of their patients, which is what they care about most.
  • Gain business intelligence.
    Many healthcare organizations are breaking down information silos by bringing disparate data sets together in data lakes and warehouses—including patient experience data—and analyzing it in pursuit of meaningful insight for their business.

These possibilities take patient feedback far beyond benchmarking. They elevate it to make it a driving force behind the successful evolution of strategy, culture, outcomes, and more.

Want to ensure you’re getting the most out of your patient-feedback program? Check out our white paper on the topic: Align Before You Sign.