Listening Post Strategies

There many methods to get feedbacks to help quality care improvement. One way is to use patient’s survey, it can be done by mailing questionnaires, over the phone interview and in person. Another way is listening post, it is very important to get tune to what the patient or customer is communicating. Listening post strategies includes focus groups, Walkthroughs, complaint/compliment letters & patient and family advisor y councils. Survey is a good way to get feedback from patient to improve the quality of care; however, there is always questions that rise on the validity, reliability, readability, response rates and survey bias. percentage of bias, readable and the response rate should be in consideration. These questions have been creating people resistance, data resistance and other reason not to take the survey or listening log as a quality improvement. “Executives, senior

The leaders need educate the importance of the IOM aims and lead by example.

2- Feedback are used for competition, to look good or collect bonus.

Rewards does encourage improvement; however, one needs to make sure bias will not be part of it. Inaccurate feedback will lead to false sense of accomplishment and will hinder room for improvement or the improvement will not make a difference.

3- One might argue about the patient’s competence to give a review about the treatment and interaction with healthcare clinicians and staff. Healthcare staff and leaders should address this issue in an educative way without pointing and intimidating any employees. Everyone needs to understand the purpose of the feedback and work as a team to improve the situation. If the patient is believed to be incompetent, it does not hurt to evaluate the