Patient experience is no longer just a “soft” measure for healthcare organizations—it is a central driver of clinical outcomes, reputation, and financial performance. In 2025, health systems across the globe are grappling with the reality that 70% of patients now rate their experience as important as the care itself, according to a 2025 McKinsey healthcare survey. Meanwhile, HCAHPS and other patient satisfaction scores remain tied directly to reimbursement levels, giving experience leaders both a mission-driven and a financial incentive to act.
Yet traditional survey-based methods fall short. Patients fill out satisfaction forms days or weeks after discharge, when the immediacy of the experience has faded. The result is delayed insights and limited accuracy. Healthcare leaders increasingly recognize the need for real-time patient feedback—captured at the point of care, while patients are still in the environment.
FeedbackNow has pioneered this approach in hospitals and care facilities, delivering simple, intuitive devices that let patients and families register their feelings instantly. A patient pressing a button outside a restroom communicates a need for cleaning immediately, not weeks later. Nurses receive alerts within minutes, instead of sifting through reports long after the fact.
The impact is measurable. Montefiore Health System, for example, leveraged FeedbackNow to capture in-the-moment signals across patient areas. The results were striking: HCAHPS scores rose by more than 15%, restroom hygiene ratings increased 20%, and non-clinical demands on nurses dropped by 30%. In practice, this meant patients received cleaner, safer environments and nurses had more time for direct care.
Just as important, real-time feedback creates a culture of responsiveness. Staff members no longer work in the dark; they see instantly whether patients are satisfied with cleanliness, comfort, and responsiveness. This live loop fosters accountability and empowers teams to correct issues before they escalate.
As healthcare competition intensifies, and patients gain more choice in where they seek treatment, real-time patient feedback is becoming essential. Hospitals that embrace it are not only improving satisfaction metrics—they are restoring trust and strengthening their role as patient-centered organizations.
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
