Modern healthcare systems are under growing pressure to deliver exceptional patient experiences while maintaining operational efficiency. Yet many organizations still rely on delayed, post-visit surveys that surface issues only after the patient journey is complete - when it’s often too late to act.
That challenge is at the center of a recent podcast episode of Designing for Health, hosted by Craig Joseph, Chief Medical Officer at Nordic. The episode features a conversation with Steve Peltzman, CEO of FeedbackNow, and Tim Woodward, Associate Vice President of Environmental Services at Montefiore Health System.
Why Traditional Patient Feedback Falls Short
As discussed in the episode, conventional patient satisfaction tools often miss the moments that matter most. Long-form surveys sent days or weeks after discharge struggle to capture immediate concerns - such as cleanliness, wait times, or environmental comfort - when intervention could have made a real difference.
Healthcare leaders are increasingly recognizing that experience is operational, not just emotional. When issues go unseen in real time, they impact patient trust, staff workload, and overall care quality.
How Real-Time Feedback Changes the Equation
Drawing from firsthand experience at Montefiore Health System, Tim Woodward shares how immediate, in-the-moment feedback provides visibility that static reports simply cannot. By capturing patient sentiment as it happens, teams can identify service gaps early, prioritize resources more effectively, and resolve issues before they escalate.
Steve Peltzman highlights how simplicity plays a critical role: feedback tools must be intuitive, fast, and accessible to patients of all ages and abilities. When feedback is easy to give, participation increases - and so does the accuracy of insights.
Designing Healthcare Around the Patient Experience
A recurring theme in the conversation is that designing for health means designing for responsiveness. Real-time feedback enables healthcare organizations to shift from reactive problem-solving to proactive service management—aligning clinical excellence with patient-centered operations.
This approach doesn’t just improve experience scores; it strengthens trust, supports frontline teams, and creates a culture of continuous improvement across hospital environments.
Listen to the Full Podcast Episode
You can listen to the full Designing for Health episode featuring Steve Peltzman and Tim Woodward on all major podcast platforms including Apple Podcasts, Amazon Music, iHeart, Pandora and Spotify - or read the original Nordic feature here:
Read the article & access the podcast
Interested in how real-time feedback can help healthcare teams act faster, allocate resources better, and improve patient experience where it matters most?
Follow FeedbackNow on LinkedIn for more insights from healthcare leaders and operators.
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
