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Case Study: Advancing Healthcare with the Power of Feedback

Case Study: Advancing Healthcare with the Power of Feedback

PediatricsContinuing our all-things-healthcare theme here on the blog, we’re very pleased to welcome our latest guest blogger, Dr. Shaun Fitzgerald. Dr. Fitzgerald is a Pediatric Hospitalist at a major healthcare organization in the San Francisco Bay Area and specializes in childcare in ER, ICU, and inpatient wards.

Whether you’re a healthcare professional or not, the insights gained from others’ unique perspectives and survey stories like Dr. Fitzgerald’s can apply to a wide range of decision-making scenarios using data. Before we jump in, a quick reminder that we’d love to feature you on the blog too—so don’t be shy. As always, reach out to us in the Comments section below (we check ’em every day).

Welcome, Dr. Fitzgerald!

I began using SurveyMonkey back in my medical school days in Boston and Worcester, and still find myself relying on it for a variety of challenges that I face here in the field. One such hurdle was an administrative as well as a patient-doctor experience hurdle—in academic medical centers, it’s common for a single pediatric patient to have a large team of physicians, interns, nurses and residents attending to them.

After sending a patient feedback survey to patients’ parents, we learned that parents were having a hard time keeping track of who was who, which doctor was in charge, and that they were confused about the role that interns or residents were playing in their child’s care. As a result of that data, hospital staff created posters with photos of team members, their names and titles. We put these on display where parents and their kids could easily see them and keep track of everyone assigned to their case.

iPadStethoscope copy

How surveys helped us come up with a great schedule

Collecting healthcare employee feedback also played an important part in my education planning as well. As an attending physician, I’m responsible for teaching our residents, or physicians-in-training, and getting their opinions via our lecture feedback surveys was crucial.

For example, I learned that my students much preferred to have one, four-hour class session rather than shorter ones in the morning and afternoon so that they could be relieved from their clinical responsibilities and fully concentrate on the training session.

We’re continuing to adjust and customize our lecture schedules in order to best accommodate our residents’ educational goals while also assuring the continued meticulous care of patients.

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Antibiotics – STAT: Getting the right meds stocked

Lastly, I noticed an opportunity to improve efficiencies in wait times for the administration of antibiotics in the ER. I sent a hospital patient safety survey to staff in order to get more information on how antibiotics were currently being delivered and identified which antibiotics and patients were associated with the longer wait times. We then arranged to have those antibiotics more readily available in the ER.

Not only identifying, but listening, responding to and anticipating my patients’ and their family members’ needs as well as the needs of my residents, students and staff are all part of the job—and I love it. Efficiently gathering and analyzing high-quality (and healthy!) data allows myself and my colleagues to make informed decisions on many central aspects of the patient-doctor dynamic.

Have questions for Dr. Fitzgerald? Leave them for him in the Comments section below. For even more info on how he used feedback to power healthcare, visit our Slideshare page for the entire case study.

Learn more about how SurveyMonkey can help your healthcare organization make smarter decisions. And let us know if you’d like to be featured next on the blog with your survey success story!

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