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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 prominent healthcare group partnered with Zykrr to enhance patient satisfaction and modernize their feedback system. By implementing multilingual surveys, streamlining feedback management processes through integration with the Hospital Information System (HIS), and expanding feedback channels, the healthcare group achieved a 12 base point increase in their NPS. Zykrr’s comprehensive approach helped the client gather insights from over 10 touchpoints, driving data-driven decisions and improving the overall patient experience.
Objective
In a highly competitive healthcare environment, a leading healthcare group with a Pan India presence aimed to modernize their patient feedback system, increase their Net Promoter Score (NPS), and enhance patient satisfaction. By partnering with Zykrr, the group sought to integrate feedback mechanisms with their Hospital Information System and use the power of data to elevate patient care across their facilities.
The Challenge
Their Need, Our Expertise.
The client faced the challenge of modernizing their feedback collection process to reflect evolving patient expectations. They needed to streamline their system and ensure that feedback was collected across multiple touchpoints, all while integrating with their existing Hospital Information System (HIS) to efficiently manage data and processes.
The Solution
Our Strategic Approach:
Zykrr provided a customized, multilingual feedback solution that catered to the diverse needs of patients across the healthcare group. The surveys were deployed across key patient journey touchpoints such as parking & valet services, in-room experience, diet counseling, doctors’ interactions, porter services, nursing care, admissions, discharge processes, security, and food & beverage services. Zykrr’s platform also integrated with the client’s HIS to streamline feedback collection and management. The system utilized multiple feedback channels, including SMS, WhatsApp, floor coordinators, and tablet-based solutions, ensuring a comprehensive data collection strategy.
THE RESULT
Impact Delivered
The collaboration resulted in a 12 base point increase in NPS, demonstrating the positive impact on patient satisfaction. Zykrr’s solutions helped identify and resolve gaps in the patient journey, leading to a more seamless experience. The client was empowered to make data-driven improvements across all touchpoints, significantly enhancing service quality and overall patient care.
