Ask at the moment, about the moment
A discharge-day question about the discharge, a pharmacy-counter question about the wait — moment-anchored feedback is specific enough to act on. The annual everything-survey produces averages nobody owns.
Route by topic, not to a folder
Billing complaints to billing’s owner, cleanliness to housekeeping’s, doctor-communication to the department head — same day. Feedback that pools in an admin inbox is archaeology by the weekend.
| Item | Standard | Consequence / owner |
|---|---|---|
| Timing | At the touchpoint, not at year-end | Specific, actionable |
| Routing | Topic to owner, same day | Somebody owns it |
| Severity flag | Threshold triggers a call | Recovery, not statistics |
| Review responses | Factual, public, calm | Read by future patients |
| Monthly pattern | Themes to leadership | Systemic fixes |
Close the loop visibly
The patient who complained and then saw the fix — or received the explanation — becomes your defender. Public responses to public reviews, factual and calm, are read by a thousand future patients, not one past one.
What to do on Monday
- Add one moment-anchored question at discharge.
- Route by topic to named owners, same day.
- Respond publicly to every public review this month.
Worked examples on this page are illustrative arithmetic on stated assumptions, not measured market statistics.