Healthcare Solution
Understand patient satisfaction before they leave the clinic
A tap-to-rate kiosk in the lobby or at the discharge desk, so you hear about the two-hour wait while the patient is still in the building rather than six weeks later in a survey result.
Ask while they are still in the building
The average HCAHPS survey comes back at a 24% response rate, and it lands days or weeks after discharge. By then the patient has forgotten which nurse was on shift. They have already told their family, and possibly the internet. Kiosks placed inside the building run 40-60% instead. Same patients, different moment.
What we would push back on
Keep it to two questions
Every healthcare team we work with wants to ask five. Our own completion data across kiosk deployments says two questions finish at 74%, three at 66%, and four at 58% - so roughly eight points of completion for every question you add. Ask for the rating. Then ask why. Everything else belongs in a follow-up aimed at the people who already told you something went wrong.
What patients actually tell you
Wait time and staff interaction dominate, which nobody finds surprising. Cleanliness is the one that catches administrators off guard - restrooms and waiting areas especially. It is a domain HCAHPS asks about directly, and it happens to be what a patient studies for forty minutes with nothing else to look at.
- Wait time and check-in experience
- Staff interaction and how clearly things were explained
- Cleanliness, most often restrooms and waiting areas
- Dining and food service for inpatient and cafeteria settings
- Whether discharge instructions made sense
Where to put it
Placement moves your response rate more than anything on the screen does. You want the spot where someone has already stopped walking and has ten seconds spare - the discharge desk while paperwork prints, the pharmacy counter during the wait, the stretch of corridor between the exam rooms and the exit. Two places to avoid: anywhere a patient is actively receiving care, and the reception desk itself. People will not rate the visit while the person they are rating is watching them do it.
Worth being clear about
This does not replace your CAHPS submission
SurveyStance is not a CMS-approved CAHPS vendor. We cannot field or submit your official HCAHPS survey, and any vendor suggesting a lobby kiosk does that is selling you something. The official instrument measures you. Real-time feedback gives you a window to intervene first - the cleanliness complaint at 2pm that gets fixed by 4pm never becomes a score you are stuck with. Most health systems run both. The ones who get value out of us are the ones who were clear from the start about which of those two jobs they were hiring us for.
Healthcare feedback moments
Patient feedback workflow
Collect a fast rating
Patients tap an emoji at the kiosk or scan a QR code.
Ask for the reason
Follow-up questions identify wait time, staff interaction, facility, or communication issues.
Alert the team
Low scores or keywords can trigger real-time notifications.
Review trends
Dashboards, AI summaries, and scheduled reports reveal recurring service patterns.
Sample patient feedback questions
- How was your visit today?
- How satisfied were you with your wait time?
- How would you rate the cleanliness of this area?
- How was your interaction with our staff?
- What could we improve for your next visit?
Frequently asked questions
Is SurveyStance only for hospitals?
No. Healthcare teams can use SurveyStance in hospitals, clinics, specialty practices, dining areas, and other healthcare service environments.
Does SurveyStance require a long-term contract?
No. SurveyStance offers month-to-month pricing, with software-only and full kiosk hardware package options.
Can SurveyStance support multiple locations?
Yes. SurveyStance supports multi-location feedback programs with centralized survey updates, dashboards, alerts, reports, exports, and user access controls.
What happens after someone taps an emoji?
The first tap captures the sentiment. Teams can route respondents to follow-up questions, comments, review prompts, or conditional questions based on the response.