Current State
At Montefiore Health System, patient experience is central to care quality—and real-time visibility is essential. Traditionally, feedback was delayed by 60 to 90 days, arriving only after patients had been discharged. By then, there was little that could be done to improve that patient’s experience.
“We’d have supervisors rounding, advocates asking questions, but if a patient wasn’t ready to talk or didn’t remember an issue, we missed it. We needed something patients could use instantly—right from the bed.”
This lack of immediacy also limited service recovery, especially for non-clinical issues like cleanliness, room temperature, or communication. Feedback was inconsistent across units, creating confusion for patients who wondered why the service varied.
FeedbackNow Solution
Montefiore launched a system-wide deployment of FeedbackNow, now totaling over 2,000 devices. Patient rooms feature 1-2-3 call buttons to instantly report needs, while restrooms are equipped with smiley buttons and traffic sensors to monitor conditions.
“This wasn’t just about smiley faces. It was about communication. The 1-2-3 buttons let patients signal what they need—cleaning, help, or just acknowledgment—without relying solely on nurses.”
Installation was phased and rapidly scaled, with the latest generation of tamper-resistant cords and devices going live within minutes. Both patients and clinical staff immediately embraced the system as part of their daily workflow.
“Doctors and nurses use them, too. If something spills during a procedure, they don’t have to go hunting for someone. They just press the button—and we’re there.”
Outcome
Montefiore’s feedback transformation has yielded dramatic results:
- HCAHPS Scores Improved: One hospital rose from 59% to 68%, and others reached the 4–5 star range.
- Complaint Reduction: On-call rooms dropped from 4–5 complaints weekly to nearly zero.
- Operational Agility: Real-time alerts allow rapid response—often within 5 to 10 minutes.
- Culture Shift: Supervisors respond directly, avoiding blame and encouraging transparency. Group messages notify all shifts of trends or high-need areas.
- Increased Engagement: Housekeepers and clinicians see their impact immediately—reinforcing pride and accountability.
- Voted – Most technologically advanced hospital
“It’s like having a supervisor in every room. But better—because it speaks directly to what the patient is feeling at that moment.”
Anecdotes, like stocking a specific sandwich a patient requested nightly, underscore how real-time tools enable not just satisfaction—but delight.
Testimonial
“Having FeedbackNow in every room is like having a supervisor in every room. It enables us to respond instantly, recover service in the moment, and raise our game across the board.” — Timothy Woodward, Environmental Services Director, Montefiore Health System
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
