Integrated Satisfaction Survey Improves Patient Experience

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According to research carried out by Genesys , 82% of consumers in Latin America consider a company to be good when its customer service is good.

A quality patient experience generates results, satisfaction and even adherence to the recommended treatment plan. Having knowledge of this information through data and feedback is an opportunity for improvement, in addition to providing many insights to optimize some processes.

Challenges
Increase the number of patient returns to the cash app database survey and facilitate the scheduling of procedures with the hospital.

Solution
Integration of searches and appointments via WhatsApp with the hospital's ERP. Development of a search engine via Take Blip (for communications via WhatsApp) and integration with the Hospital's ERP.

The results
Ease for patients to make appointments;
Reduction in non-attendance at procedures;
Increase in responses to the service satisfaction survey.
Systemic Analysis: The results involve several service areas – from reception to assistance areas – allowing joint analysis at all points of interaction between the client and the hospital.