Create a Culture of Feedback
“Feedback is a gift. Ideas are the currency of our next success. Let people see you value both feedback and ideas.”
— Jim Trinka & Les Wallace
Providing Feedback
Often when we think of anonymous feedback cards, we think of only negative comments and bad reviews. Inherently, we are more likely to leave feedback when it is negative as we have been emotionally charged and upset by a service, person, or a situation. Negative feedback is hard to receive at times, but valuable to create growth and change.
Positive feedback is easier to both give and receive, but we don’t always take the time to give it or brush it off when we do receive it. We assume that people know when they are doing a good job and that we appreciate them.
To create a culture of feedback at your workplace, we need to encourage people to express their feelings regardless of the outcome; we should not shy away from asking someone for their feedback, even if we know it will be negative.
The easiest way to gain feedback is simply to ask for it and create several avenues for feedback to be received (1).
This is especially important when providing sensitive care for LGBTQ+ individuals and providing a window of opportunity to create that cultural shift.
Ideas to Create a Culture of Feedback:
Dedicate a space in a high-traffic common area, like the front lobby, to provide paper feedback forms. Ensure pens and feedback forms are well stocked, along with a drop box to keep the information secure and private.
Provide the option for the person to include their name and contact information, this way a follow-up conversation can occur if needed.
Have a scannable QR code displayed on a poster asking for feedback. This can be displayed front counter, in the lobby or even in bathroom stalls. This method provides a quick and easy way for cellphone users to provide real time feedback. Microsoft Forms or Google Forms can be used to collect and store the feedback virtually.
After an appointment or interaction is complete, let patients know where they can provide feedback. This could be in person as a person checks out at the front desk or by sending an electronic form by email asking for their review.
Download a printable Feedback Form (4 Per Page) for your workplace:
References:
Coulter A. Patient feedback for quality improvement in general practice. BMJ 2016;352:i913