We built a data-driven customer experience model for a growing healthcare platform

Vision

A network of healthcare clinics wanted to elevate its patient experience and operational performance by launching a Net Promoter Score (NPS) program

Work

We developed a patient experience program to measure NPS and to help drive positive online reviews, manage recovery and more holistically evaluate clinic performance

READINESS ASSESSMENT for scope and team alignment

DATA REVIEW to identify KPIs

SOFTWARE SELECTION to ensure that the program is regulation-compliant and easy to implement

DATA TRANSFORMATION to integrate and analyze data from disparate systems

PATIENT EXPERIENCE SURVEY to measure NPS and additional key data points

WORKFLOW AUTOMATION to help manage patient feedback

DASHBOARD DEVELOPMENT to report real-time survey results and help integrate NPS data with other operational metrics

Results

We implemented a patient experience program network-wide.

The program has helped improve clinics’ Google ratings and patient retention.

The client is using the program to launch new performance improvement initiatives.

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We built a data-driven customer experience model for a growing healthcare platform

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