How a healthcare network achieved 95% patient satisfaction through real-time feedback
CityHealth's 12 clinics were using paper surveys that took months to process. They had no visibility into patient experience issues until it was too late to address them, resulting in declining satisfaction scores.
Deployed Customer Echo kiosks in waiting areas and automated post-visit SMS feedback requests. Created department-specific workflows and integrated with their EMR system for comprehensive patient profiles.
95% patient satisfaction rate achieved
60% reduction in patient complaints
30% improvement in staff performance scores
15-point increase in HCAHPS scores
"The ability to address patient concerns in real-time has been game-changing. We've turned our patient experience from a weakness into our greatest strength."
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