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Industry: Healthcare
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Campaign: CSAT, NPS
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Company Size: 1000-5000
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Book a DemoSummary
A renowned healthcare provider partnered with Zykrr to enhance patient satisfaction by refining key processes and improving touchpoints across their hospital network. Utilizing multi-channel feedback systems and targeted analysis, Zykrr helped the provider achieve a 40 basis point increase in their NPS, indicating a noticeable improvement in patient satisfaction. Key areas, such as discharge and billing, saw enhanced efficiency, while doctor-patient interactions maintained consistently high satisfaction levels. Through data-driven insights, Zykrr enabled the healthcare provider to address patient concerns and boost overall satisfaction.
Objective
In the competitive healthcare industry, a leading provider sought to improve patient satisfaction across several critical areas. Their goal was to gain deeper insights into patient engagement, identify processes that impacted satisfaction, and measure experiences across various hospital touchpoints. By partnering with Zykrr, the healthcare provider aimed to refine these touchpoints, elevate the Net Promoter Score (NPS), and improve overall patient advocacy.
The Challenge
Their Need, Our Expertise.
The healthcare provider needed better insights into patient experiences to identify areas for improvement, particularly around discharge, billing, and patient interactions. The goal was to increase patient satisfaction and advocacy by addressing concerns and refining processes that influence patient recommendations.
The Solution
Our Strategic Approach:
Zykrr offered a robust solution, implementing a multi-channel feedback collection system that included SMS, WhatsApp, manual feedback forms, and email surveys. This approach gathered comprehensive patient feedback across various hospital locations. Key areas of focus were discharge, billing, and doctor-patient interactions. Zykrr also conducted regional performance analysis to identify high-performing locations and replicated best practices across all hospital sites. To ensure patient concerns were addressed promptly, a feedback loop closure system was implemented, building trust and increasing satisfaction across all touchpoints.
THE RESULT
Impact Delivered
The collaboration with Zykrr resulted in transformative outcomes for the healthcare provider. The NPS improved by 40 basis points year-over-year, reflecting higher overall patient satisfaction. Key processes such as discharge and billing saw marked improvements, addressing pain points and increasing patient trust. High satisfaction levels in doctor-patient interactions were consistently maintained across all hospital locations, demonstrating the effectiveness of Zykrr’s data-driven approach and the implementation of best practices.
