Recently I asked 100 patients 4 questions. In Spanish. And in English.
The questions involved their acupuncture experience in terms of Courtesy; Communication; Pain Reduction; and Continuity of care.
They could choose from 3 answers: a) Above Average; b) Average; c) Below Average. There was also a space below for additional comments regarding any areas of dissatisfaction. It was the first time in my 4 years at the hospital that I stepped out of the box of 100 patient visits a week to actually get a birds-eye view of patient satisfaction. And a valuable tool that I had left inside the door when I exited a 25 year career in advertising and P.R..
Feedback is not something that should be relegated to bats. To keep them from crashing into objects in their path. Our questions asked of those we serve can add trajectory and velocity to our flight as well. And make our navigation more precise and unerring.
This experiment reminded me of a training I did in Constructive Living Therapy with it's founder David Reynolds about the same time I began my Acupuncture Study. He requested that we ask 3 questions regarding our key relationships:
What have I received from you?
What have I given you?
How have I harmed you?
I dare you.