Feedback: The Key to Improving Patient Experiences

As much as we love success stories, we appreciate receiving feedback on how we can improve, as well. It is an opportunity for us to reflect on how we can better serve our patients.

Telephonic services are an important part of our care model. People living with kidney disease are often managing other health concerns that require multiple doctor visits or may limit their ability to travel, and many are thankful for the opportunity to speak with a nephrologist or care team member over the phone rather than in person.

However, telephonic services have their own set of challenges. Ensuring the patient answers the phone is critical. If we can’t reach them, we won’t be able to offer our expertise and support.

The most effective way to meet patients where they are is to ask how we can better serve them. We received feedback from a patient that it was challenging for them to get to the phone in time. Another patient shared they did not answer the phone immediately, thinking it was just spam.

We were able to take this information and develop a new workflow, adding a callback five minutes later. This simple step provides patients more time to get to the phone and also indicates to them that the call is not spam. As a result, we saw a significant reduction in missed scheduled appointments.

Our Patient Experience team is focused on amplifying the voice of our patients, so we can continue to learn from feedback and find opportunities to improve. By remaining curious and open to different solutions, we continue to set a new standard in kidney care and forge a better path to improve lives.