Mercy always values patient feedback and since introducing Cemplicity, an online review software, it is easier than ever for visitors to share feedback on their experience.
The new patient feedback system was implemented in December 2020, and since then Mercy has seen an 80% increase patient feedback.
Previously, patients were offered a paper feedback form with an addressed return envelope. Now, two weeks after discharge, patients receive either a text message or email inviting them to complete an online feedback form.
Answers are anonymised unless patients specifically request to be contacted about their visit. A performance summary is available each month on Mercy's website.
Another benefit is Mercy can now compare its performance with aggregated results of other local and national hospitals, as Cemplicity is used extensively in both Australia and New Zealand private hospitals.
The quality and volume of feedback being received will allow Mercy to continue quality improvements as it works towards its shared purpose: Exceptional care that makes a difference.