Organizations that focus on customer experience report that offering customer surveys in multiple languages improves satisfaction.
That’s why Fairview has begun offering our telephone and email patient satisfaction surveys in Somali and Hmong. Surveys had been available in English and Spanish, but we were missing the important perspective of those who speak other languages and couldn’t communicate questions, concerns, or even compliments after receiving care.
Now we’re surveying in the top four languages our patients speak.
As an organization committed to delivering an exceptional experience for every patient, every time, we’re also asking our care teams to encourage patients to complete the survey.
Why does personalization matter?
Patient populations are rapidly changing. The U.S. is one of the most linguistically diverse countries in the world. Minnesota is a prime example. We’re home to the largest Somali community in the nation, and we’re second only to California in the number of Hmong residents.
Malay Thao, manager of our HealthEast Rice Street Clinic
, says adding the new languages to our survey sends the message that we’re listening and want to ensure that everyone’s voice is heard.
“We have a large population of Hmong patients at our clinic, and providing the survey in Hmong will make it easier for them to provide meaningful feedback on their care," Malay says. "We have two Hmong interpreters on staff. But even with an interpreter, there are roadblocks to getting patient input. Our goal is to make every patient experience excellent, and providing the survey in Hmong will help us anticipate and respond better to their needs.”
Making a difference in the marketplace
Marlena Kane, Vice President of Consumer Solutions and System Operations Center, notes that adding new languages is an important step in ensuring we get comprehensive feedback to inform improvements for all:
“Expanding the ways we communicate to patients speaking different languages – and inviting their responses and partnership – supports our commitment to build loyalty and trust during every interaction.”