Compare patient experience across hospital departments
Compare nonclinical hospital service patterns by department with consistent context, without treating scores as proof of cause or staff fault.
Read the guideHospital patient feedback
Make non-clinical service friction easier to see.
ThumbsUp can be evaluated as a localized, non-clinical service pulse at an approved registration, outpatient, discharge, or facilities point. It is designed to complement formal patient-experience programs, not replace them.
For patient-experience leaders, quality teams, hospital operations, and facilities or EVS owners
Hospital privacy, accessibility, security, quality, and procurement owners should approve the complete setup before a patient-facing pilot.
Approved service pointPilot workflow
Outside a clinical conversation
Patient or visitor reaches a pause point
Step 1 in the service loop
A brief service gesture is offered
Step 2 in the service loop
Team reviews department and time context
Step 3 in the service loop
1sConfigured approval confirmation display, according to the current product documentation.
Ask the question that matters to your team
Authorized managers can create or change the short question shown on assigned feedback devices. After Question Mode is enabled on those devices, customers answer the active question with a supported hand gesture—for example, “How good was the cleaning service?”—so each location can collect a signal about the service moment it wants to improve.
Practical guides
Go deeper on the service moments that shape this workflow.
Use these focused guides to plan placement, compare collection options, and decide which operational question to test first.
Hospital discharge service feedback
Design a touchless feedback point for hospital discharge and identify nonclinical friction in the handoff experience.
Read the guideHospital pharmacy service feedback
Use touchless feedback at a hospital pharmacy to surface waiting, wayfinding, and handoff friction without collecting clinical details.
Read the guideHospital registration feedback at the point of arrival
Choose a touchless feedback placement for hospital registration and find nonclinical friction in the arrival experience.
Read the guideWhy local service signals need their own lane
Formal surveys and local operating signals answer different questions.
Hospitals already work with structured patient-experience programs. A carefully scoped physical prompt can help a team notice a local service pattern while leaving clinical care, formal survey rules, and patient privacy with their existing owners.
A department needs context
Registration, wayfinding, waiting, discharge, and facilities moments can have different owners and different operating causes.
Patients may be vulnerable
A hospital setup must protect privacy, preserve dignity, and provide an alternative for people who cannot or do not want to use a camera-facing prompt.
A score is not a clinical measure
A non-clinical service signal should not be presented as a diagnosis, treatment, nurse rating, or clinical-outcome measure.
A hospital pilot sequence
Start with an approved service moment, then test the patient journey.
The quality of a hospital pilot depends as much on governance and placement as on the gesture itself.
- 01
Choose a non-clinical moment
Start with registration exit, outpatient waiting, discharge, wayfinding, or another service point with a clear owner.
- 02
Align privacy and security owners
Define what the prompt asks, where the device faces, who can review results, and what alternative channel is available.
- 03
Test a deliberate pause
Validate reach, lighting, distance, accessibility, and patient flow in the approved zone without interrupting care.
- 04
Pair the signal with operations
Review department and time patterns alongside queue, wayfinding, and facilities observations.
Deployment note: Do not place the device in a treatment conversation or use it to request health information. A hospital must complete its own privacy, accessibility, security, consent, procurement, and clinical-governance review.
Placement planning
Use a visible pause point outside clinical care.
Registration exits, outpatient waiting areas, discharge routes, and common facilities may offer different test conditions. The hospital should choose the point that matches the question and its governance plan.
Candidate points to test
- 1Registration or check-in exit
- 2Outpatient waiting-area exit
- 3Discharge or approved common-area route
Checks for the pilot
- Keep treatment conversations, patient identifiers, and clinical displays out of the prompt area.
- Test accessibility, queue flow, lighting, distance, and an alternate feedback method.
- Name the quality, privacy, security, facilities, and procurement owners before inviting participation.
From a pulse to a service question
Give a care team a local service pattern to investigate.
The dashboard can organize configured device, location, and time context. The hospital team supplies the operational interpretation and decides whether a pattern deserves a closer look.
Department and time review
Compare approved service points and time periods to see where a recurring waiting or wayfinding question may sit.
Facilities and EVS cues
Use a signal to decide where to check signage, room readiness, queue flow, or other non-clinical observations.
Formal program complement
Keep local feedback alongside the hospital’s established HCAHPS, CAHPS, and patient-experience processes.
Illustrative outpatient check
If an outpatient waiting-area signal drops during a recurring period, quality staff review queue and wayfinding observations. They should not use that signal to infer a diagnosis, treatment result, nurse performance, or patient identity.
The dashboard image is product interface imagery. It illustrates configured feedback review and is not a result from this industry.
Choose the method for the moment
A short local pulse can complement a formal patient survey.
A hospital may need a structured survey, a phone follow-up, or a kiosk for a different question. The placement and governance review should decide which method belongs at each service point.
| Consideration | ThumbsUp | QR or phone survey | Shared kiosk |
|---|---|---|---|
| Customer action | Give a brief gesture at an approved non-clinical point. | Use a personal device to complete the chosen survey or follow-up. | Use a shared screen where the hospital has approved the interaction. |
| Setup question | Validate camera view, distance, light, free hand, and a deliberate pause at the service point. | Requires a customer to find a code, use a phone, and complete the chosen form. | Requires a customer to reach and use a shared screen at the right moment. |
| Manager view | Review the configured device, location, time, and employee-related context. | Review the fields and reporting supplied by the survey workflow. | Review the fields and reporting supplied by the kiosk workflow. |
Evidence that helps teams evaluate a pilot
Evidence for a non-clinical hospital pilot
An approved installation photo or clearly identified diagram can help a hospital team evaluate a non-clinical service zone. A captioned demonstration should show the pause point and dashboard context without patient data, treatment scenes, or identifiable signage.
01Clinical boundary
02Approved service point
03Quality review
Governance and product boundary
Keep the pilot beside formal patient-experience work.
HCAHPS and CAHPS remain separate formal survey programs. A ThumbsUp pilot is a localized service-experience signal and needs the hospital’s own privacy, accessibility, security, consent, and procurement decisions before use.
Read the relevant product guidanceBuying questions
Questions to resolve before a hospital pilot
A hospital buying group should make the operational and governance questions explicit.
- PHI, patient identifiers, and vulnerable-patient protections
- Accessibility, consent, language, and alternative channels
- Fair treatment of departments and staff when a score changes
- Camera approval, security review, procurement, and data handling
- Sample bias and the limits of a point-in-time service signal
Questions operators ask
Hospitals and health systems feedback, answered clearly.
The right setup depends on the service moment, site, hardware, and operating process.
What is a touchless patient feedback system for hospitals?
It is a brief, camera-facing gesture prompt at a hospital-approved service point such as registration, outpatient waiting, discharge, or a common-area exit. The intended signal is about a non-clinical service moment and must be evaluated in the hospital’s governance process.
Does ThumbsUp replace HCAHPS?
No. HCAHPS and other formal patient-experience programs have their own purpose and process. A localized ThumbsUp signal can be considered as a complement for an approved operational question.
How can a hospital collect service feedback without a touchscreen?
At a suitable pause point, a customer-facing Android tablet can invite a supported hand gesture instead of a shared touch interaction. The hospital must test camera view, distance, lighting, accessibility, flow, and the alternative channel.
Does a hospital feedback score measure clinical quality?
A service pulse should not be interpreted as a diagnosis, treatment assessment, nurse rating, or clinical outcome. Teams should use clinical and formal quality methods for those questions.
Scope a hospital service-feedback pilot with ThumbsUp.
Bring the approved service moment, governance owners, and operating question. We can map a test point and the product and privacy requirements to review.