Case Study: Automated Feedback & Recovery

About Client

A reputed hospital group realized that their existing compliance tool was very complex for hospital usage with little to no control over the workflow and customizations.

Key challenges

• Good feedback during collection but patients expressed dissatisfaction after discharge i.e. high OP NPS/PSI but less IPD NPS/PSI
• Delayed/NO provision of immediate actions
• No scope of service recovery
• Lesser number of google reviews
• Manual segregations of feedbacks
• Loss of clinical hours- nurses first POC for inpatient complaints
• Missing Bird’s eye view for top management

Problem Statement

Active Feedback Collection gave a good overview of the patient’s journey through the system but did not expose much negative comments or gap areas owing to lower satisfaction level.

Key strategies implemented

We proposed passive feedback collection with an aim to increase responsiveness and provide deeper understanding of how patients view the care they received.

• WhatsApp Integration – Simplifies patient experience data collection, alerts hospital staff on key concerns & directs patients to social media platforms when appreciated
• 15-mins Immediate Action Strategy – Targeted alerts to departments increased overall PSI due to quick resolution
• Leadership Dashboard – Benefitting from patients’ responses to address gaps and continually improve the processes