01
The recovery window closes at discharge
A call light that went unanswered, a discharge instruction that was unclear, a meal that never arrived. All of it is fixable on the unit and none of it is fixable from a quarterly report.
Health Systems and Providers
Resolved before discharge for health systems.
Survey instruments reach the patient weeks after the encounter. By then the service failure is a memory, the recovery window has closed, and the score is already locked into your reporting period.
HEALTHCARE
- Bedside codes
- Waiting room signage
- Imaging, lab, and departmental points
- Family and visitor channel
- Anonymous staff reporting
- Environmental services loop
- Discharge and billing follow-up
- Post-visit mobile web app
Every touchpoint routes to a named owner with a timestamp.
Where it breaks
Three things that cost you money in healthcare.
02
Patients tell the nurse, not the system
Only one in twenty-six unhappy customers raises the issue formally. In healthcare, patients often stay silent because they do not want to affect their care.
03
Staff see the pattern first and have nowhere to put it
Clinical and support staff know which processes fail and which shifts run short. Without a private channel with real routing, that knowledge stays in the break room.
How it works here
Capture, route, act. Configured for your operation.
- 01STEP 01
Capture
Codes at the bedside, in waiting areas, and in family lounges. Patients, families, and staff report in one tap, anonymously or attributed.
- 02STEP 02
Route
A concern on Unit 4E routes to the charge nurse on Unit 4E with the room and the timestamp. An environmental services issue routes to EVS, not to patient relations three days later.
- 03STEP 03
Act and invite
The team closes the loop before discharge and the resolution is timestamped. After the encounter, every eligible patient receives the same invitation to share their experience.
Where we listen, and who acts
A signal nobody owns is just a notification.
Every listening point is tied to a location, and every location is tied to a named owner. That pairing is the whole mechanism.
WHERE WE LISTEN
- Bedside codes
- Waiting room signage
- Imaging, lab, and departmental points
- Family and visitor channel
- Anonymous staff reporting
- Environmental services loop
- Discharge and billing follow-up
- Post-visit mobile web app
Codes are dynamic. Each one carries its own location, so the report arrives already knowing where it came from.
WHO NEEDS THE SIGNAL
Charge nurse on the unit
Call light, comfort, and communication concerns with the unit and room attached, while the patient is still admitted
Environmental services
Cleanliness and facility reports routed directly, not relayed through patient relations days later
Department and service line leads
Wait time and process reports for their own area, with the hour they occurred
Patient experience and risk
Escalation on keyword terms, and the documented record of what was reported and what was done
Executive and quality leadership
Themes by service line and shift, read alongside the instruments already in use
Modern stakeholder listening
The people closest to the problem are rarely the ones being asked.
VOICE OF THE EMPLOYEE
The digital suggestion box, rebuilt for real time.
Nurses, techs, and environmental services staff already know which processes fail and which shifts run short. Without a private channel that routes, that knowledge never leaves the unit.
Give them a private channel that takes seconds to use. Employees can surface ideas, operational concerns, process breakdowns, safety issues, and recognition for a colleague, anonymously where that is enabled. Every submission routes to a named owner, carries a status, and is closed out, then rolls up into the same reporting leadership already reads.
BEYOND LEGACY TEXT-IN REPORTING
One scan. Zero unnecessary friction.
Inbound text-to-report still asks the same thing it always did: remember a number or a keyword, stop what you are doing, open a messaging app, type the issue from a blank field, then describe where you are standing. Most people do not bother.
- A short code asks the reporter to supply the context
- A Trigger Code already carries the location and the context
Outbound messaging stays a valid channel for follow-up and confirmation. The friction being removed is on the way in.
What leadership receives
The signal matters today. The pattern matters tomorrow.
Individual moments are resolved on the floor. Read together across a month, they become the management agenda for healthcare.
IN THE REPORT
- Wait time reports by department, service line, and hour of day
- Communication and discharge-instruction themes, separated from clinical outcome
- Environmental services response by unit, against the standard set
- Billing and administrative friction reported at the point it is felt
- Staff-reported process breakdowns and near misses, anonymous where enabled
- Recognition clustering by unit and shift, for retention as much as morale
WHAT CHANGES IN THE BUSINESS
Recovery before discharge
A service failure caught on the unit is recoverable. The same failure discovered in a survey weeks later is a score you cannot move and a patient you may not see again.
Inputs to the survey you already report
Regulated instruments tell you the result. This tells you the operational cause, in time to change it inside the same reporting period.
Staff voice and retention
Clinical and support staff already know which processes fail. A private channel with real routing turns break-room knowledge into a work order.
Risk containment
Documented reports, named owners, and timestamped closure. The record exists whether or not the concern escalates.
What matters most here
Most Relevant Capabilities for Healthcare
The full platform ships with every deployment. These are the capabilities that carry the weight in your operation.
Multi-Touchpoint Capture
Mobile web app, digital signage, dynamic QR codes, and kiosks. No download required.
Intelligent Routing
Every response reaches the person who can resolve it, with location and context attached.
Employee Feedback
A private channel for the people who see problems first. Ideas, safety concerns, breakdowns, and recognition, anonymous where enabled, with the same routing and accountability.
Keyword Alerts
Additional escalation when specific safety or security terms appear in feedback.
Executive Dashboards
Real-time visibility for leadership, timestamped accountability for operators.
Feature spotlight
Second Chance Alert™ for healthcare
Patients return for follow-up, imaging, and ongoing treatment. When someone who had a poor experience is back on the schedule, the department lead knows before intake.
- Know the moment someone with prior negative feedback returns
- Managers receive the original feedback and the prior response
- Convert the return into a recovery moment before they leave again
SECOND CHANCE ALERT
NOWReturning guest with prior issue
Your manager is alerted with the context needed to create a better experience while the guest is still on the property.
REAL TIME
return alerts
FULL
issue context
1:1
recovery moment
Our clients
Deployed and supported by Get Real Time Feedback.
Georgia Aquarium
ATLANTA, GEORGIA
A high-volume attraction in our home market. Real-time guest, employee, and operational signal captured across the visit and routed to the team on the floor.
Client deployment delivered and supported by Get Real Time Feedback. The image above is a licensed aquarium photograph used to set the environment. It is not a photograph of this deployment.
REFERENCES
Additional client references, deployment detail, and reference calls are available on request as part of a procurement or evaluation process.
Request a referenceSupporting platform references
Operators who run the same platform in venues like yours.
These are deployments of the licensed platform rather than Get Real Time Feedback client engagements. They are published as evidence that the technology holds up at scale.
The Real Time Feedback customer engagement tool is a powerful way to keep a finger on the pulse of the customer experience. Highly recommended.
Derek Smith
Associate General Manager, Nationwide Arena
Run your own numbers
What is silence costing you?
Enter five numbers you already know. The model applies published research coefficients to your own inputs and returns a conservative range. Every figure below belongs to you, not to us.
2540,000
$5$500
$200$25,000
1.05.0
1%25%
YOUR ESTIMATE
Enter your numbers to see your estimate.
Move any slider, or type a value into any field. Nothing is calculated and no figure is shown until you do. Every result is a conservative range built from your own inputs.
This model applies published third-party research coefficients to the figures you entered. It is an illustrative estimate of exposure, not a projection of results from Get Real Time Feedback. Complaint rate: Esteban Kolsky, ThinkJar Research. Word-of-mouth coefficient: nine people told, 50 percent deterred. Defection band: 25 to 50 percent of silent detractors. The Luca rating-to-revenue coefficient is derived from independent restaurants and is not applied to this sector. The revenue driver shown is retention of repeat users, modeled at a 5 to 15 percent recovery rate.
Move any slider to build your analysis first.
One platform. Every industry.
Know. Now.
Run your numbers, or book thirty minutes and we will walk your leadership through the platform and the ROI model for healthcare.