Breaking Down Barriers: Removing the Stigma of Patient Feedback in Mental Health Care
Patient feedback is a vital component in ensuring patients receive quality care and have an overall excellent patient experience. Yet, in my experience, there still exists a stigma surrounding the idea of collecting and disseminating feedback, especially in the sensitive field of mental health. Having worked in this environment, I’ve witnessed firsthand the transformative impact that embracing patient feedback can have when it comes to mitigating the stigma it has in mental health.
During my time working in healthcare organizations on patient experience initiatives, I discovered that “patient feedback” often had negative connotations associated with it for various reasons. Many clinicians and leaders shared their unpleasant experiences where not following patient demands, such as prescribing certain medications, resulted in negative feedback. Others shared experiences where behavioral challenges adversely prevented the clinical relationship from progressing. After much reflection, it dawned on me that these past experiences had a significant impact on shaping their perceptions about the value of feedback. However, as we delved deeper into the process of uncovering what our patients had to say via surveys and reviews, I saw a remarkable shift in perception.
After much anticipation, we uncovered a wealth of positive feedback, highlighting instances where patients felt supported, understood, and valued by their clinicians. The positive feedback greatly outnumbered the negative feedback which came as a shock to the organization, including clinicians and leadership. Additionally, the constructive feedback provided valuable insights into areas where we could improve our services and better meet the needs of our patients.
One of the most significant revelations of our patient feedback efforts was the realization that feedback isn’t just about identifying problems. It’s also about celebrating successes and recognizing the quality of care being provided. By fostering a culture of recognition, we were able to remove some of the stigma around patient feedback, ultimately leading to improved organizational morale and clinician buy-in for continuous improvement efforts.
Despite the prevalence of value-based healthcare initiatives that incentivize improving the quality of care, cost, and patient experience, we recognized that there still exists a lingering stigma surrounding feedback in mental health care. This is where innovative solutions like the Feedtrail Experience Management (XM) Platform can break down those barriers.
The XM Platform offers a user-friendly and secure way for patients to provide feedback on their experiences. By leveraging real-time feedback data, clinicians can gain valuable insights into patient satisfaction, identify areas for improvement, and tailor their approach to meet the unique needs of each patient. By ensuring confidentiality and privacy, Feedtrail creates a safe space for patients to share their thoughts and feelings without fear of judgment or repercussions.
In all, removing the stigma of patient feedback in mental health care is paramount for creating a culture of trust, collaboration, and continuous improvement. Embracing patient feedback not only can help enhance the quality of care we provide but also foster a sense of joy and fulfillment among healthcare professionals.
About Kwasi Nyantakyi, MHA, Customer Success: Kwasi is a Customer Success Manager at Feedtrail. He is a healthcare professional with 8+ years of healthcare-related experience in various roles including healthcare operations, strategic planning, patient experience, and digital marketing. He holds a Master of Health Administration from Columbia University and a bachelor’s degree in Bioethics from the University of Rochester. In addition to his formal education, Kwasi is also a Certified Digital Marketing Professional and educated in Lean Six Sigma methodologies. Known for his ability to empower health systems and entities, Kwasi specializes in cultivating trusted online reputations, enhancing the patient experience, and optimizing operational processes. Outside of his professional endeavors, Kwasi enjoys spending quality time with his family, often found exploring the outdoors during leisurely walks or training rigorously for upcoming half marathons.