CASE STUDY: CONSISTENCY THAT COUNTS – HOW ASK2 TURNED EVERYDAY ENCOUNTERS INTO ACTIONABLE FEEDBACK
Patients consistently praised their care in person – but patient experience scores told a different story.
OVERVIEW
A hospital in the Northeast observed a troubling pattern. Despite receiving positive verbal feedback from patients and families on the level of care provided to them, patient experience scores remained subpar.
Hospital leadership knew that this wasn’t an issue of quality of care – rather, patient experience survey responses reflected feedback from only a small subset of patients, limiting how representative the results were.
Core Clinical Partners responded by implementing a patient engagement strategy to encourage survey participation without introducing bias. As a result, positive comments increased by 43 percent.
THE CHALLENGE
When participation in a survey is voluntary, highly polarized patients – those with particularly positive or particularly negative experiences – are often more motivated to respond than those with more typical experiences.
This bias is particularly relevant in healthcare, where patient experience surveys often capture a disproportionate number of responses from individuals who had negative experiences.
Compounded by an already low response rate, negative comments were eroding staff morale. Clinicians were delivering high-quality care yet receiving largely negative feedback.
Hospital leadership knew that addressing this disconnect required immediate action.
THE SOLUTION
Building on the communication strategies of the broader Core CARES patient experience framework, Core developed the Ask2 program on a simple premise: most patients have neutral-to-positive experiences at our hospitals, yet many never share their perspectives.
Ask2 connects patient experiences to patient voice in real time by encouraging clinicians to remind two patients or family members per shift that their honest feedback is valuable.
In sum, the clinician briefly informs these individuals that:
- They may receive a patient experience survey.
- Their feedback is greatly appreciated.
- Their comments help to improve the overall care experience.
These conversations with patients should be:
- Authentic: No scripting or forced language
- Ethical: No coaching or manipulation of responses
- Consistent: Embedded into routine care delivery
- Patient-Centered: Focused on the patient’s lived experience
These simple conversations encourage broader participation in the survey process, helping hospitals gather more representative patient feedback while reinforcing trust, engagement, and transparency.
THE RESULTS
Following implementation of the Ask2 program, the hospital experienced a 43 percent increase in positive comments, while negative comments decreased by 91 percent on returned patient experience surveys.
While multiple factors can influence survey results, these findings were consistent with increased participation from a broader cross-section of patients.
THE TAKEAWAY
Ask2 helps hospitals capture a more accurate representation of the care they deliver by engaging a broader, more representative cross-section of patients.
Ask2 doesn’t change patient experiences. It doesn’t influence survey responses. It simply encourages participation so that hospitals can better understand and learn from the experiences of the patients they serve.
By implementing this strategy, Core Clinical Partners helped this Northeast hospital better align patient experience data with the quality of care being delivered.
Let your care speak for itself. Contact Us to learn more about how Ask2 helps capture a more complete picture of the patient experience.