Innovating Patient Experience: Real-Time Feedback and Creative Solutions 

The patient experience is more than just a metric — it’s a defining factor in quality care. Healthcare organizations are shifting their strategies to enhance service recovery, improve staff training and implement real-time feedback mechanisms that truly make a difference. 

And with changes to HCAHPS — the critical surveying process from Press Ganey — will we be able to track success the same way? 

In the latest episode of the Sodexo Healthcare podcast Powering Human Care, we explore how healthcare leaders are using creative approaches — like QR codes, dynamic surveys and cross- training techniques — to improve patient experience. Our guests, Jodie Cunningham from Press Ganey and Tina Bennett from Yale New Haven Health, share firsthand insights on the tools and strategies driving excellence in care and fostering deeper patient engagement. 

The Shift in Patient Experience Strategies 

Patient expectations are evolving, and healthcare teams must adapt quickly.  

Beginning in January, based on new parameters by the Centers for Medicare and Medicaid Services (CMS), the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) began reducing the number of supplemental questions on patient experience surveys. This change will result in many departments losing opportunities to solicit feedback, including foodservice. 

The timing is critical, as real-time feedback is transforming how healthcare providers respond to patient needs. By collecting input at critical touchpoints (whether at check-in, during treatment or immediately after discharge) hospitals and clinics can — and are often expected to — make improvements on the spot. 

This episode dives into new strategies for collecting real-time feedback to improve patient outcomes, enable immediate service recovery and help organizations build trust with patients. When issues are addressed in the moment, patient satisfaction and overall care quality improve significantly. 

The Role of Technology: Accessibility 

One of the most exciting takeaways from this episode is how simple yet effective technology, such as QR codes and dynamic surveys, is being used to enhance patient engagement. 

QR codes allow patients to quickly access surveys, provide feedback, or even request assistance without the need for lengthy forms or phone calls. Dynamic surveys adjust in real-time based on patient responses, ensuring healthcare providers receive meaningful, actionable insights. These patient experience solutions are bridging the gap between patients and providers, making it easier for healthcare teams to understand concerns and act fast. 

Training and Collaboration: A New Era of Excellence 

Improving the patient experience isn’t just about technology — it’s about people. Tina Bennett of Yale New Haven Health emphasizes the importance of innovative training methods to empower healthcare staff to deliver exceptional service. From scenario-based learning to real-time coaching, organizations are finding new ways to prepare teams for high-stakes patient interactions. 

Collaboration is also key. When hospital departments work together — sharing insights, refining processes and aligning on service goals — patient care improves across the board. The best patient experience solutions are those that break down silos and create a culture of continuous improvement.