50% Improvement in Patient Satisfaction
Enhanced feedback channels and prompt responses increased satisfaction and fostered trust in HealthCo’s commitment to quality care.
EonPath’s Healthcare CX Innovations
Capturing the Patient Voice to Improve Healthcare Experiences
At a Glance
50%
Improvement in patient satisfaction
30%
Increase in engagement with feedback channels
25%
Reduction in response times to patient concerns
40%
Boost in actionable insights derived from patient feedback
Introduction
In healthcare, understanding patient experiences and addressing concerns promptly is essential for building trust and enhancing satisfaction. HealthCo, a leading healthcare provider, recognized the value of listening to patient feedback to improve their services. By implementing EonPath’s Voice of the Customer (VoC) Program, HealthCo gathered actionable insights from patients, enabling meaningful improvements that enhanced care quality and patient loyalty.
The Challenge
HealthCo faced a need to systematically collect, analyze, and respond to patient feedback to improve experiences across its network. Without a structured VoC program, identifying and addressing patient needs was reactive, with issues often surfacing only after they impacted satisfaction.
Key challenges:
- Limited patient feedback channels leading to insufficient insights
- Slow response times to patient concerns, impacting satisfaction
- Difficulty in translating feedback into actionable service improvements
EonPath’s Approach
EonPath designed a robust VoC Program tailored to HealthCo’s specific needs, emphasizing proactive engagement with patients and a structured approach to feedback analysis. The program empowered HealthCo to capture real-time insights and prioritize improvements that aligned with patient needs.
Steps taken:
- Multi-Channel Feedback Collection: EonPath implemented diverse feedback channels—surveys, digital kiosks, and post-care follow-ups—ensuring comprehensive and accessible avenues for patients to share experiences.
- Feedback Analysis and Prioritization: EonPath’s analytics tools helped HealthCo categorize and prioritize feedback, highlighting critical areas for improvement and uncovering trends in patient concerns.
- Rapid Response System: A streamlined response system allowed HealthCo to quickly address urgent patient feedback, showing a commitment to patient-centered care and building trust.
Key Results
With EonPath’s VoC Program, HealthCo achieved significant gains in patient satisfaction and operational responsiveness:
30% Increase in Engagement with Feedback Channels
Accessible, multi-channel feedback options empowered more patients to share their experiences, providing HealthCo with rich insights.
25% Reduction in Response Times to Patient Concerns
The rapid response system enabled timely action on urgent feedback, fostering trust and improving the patient experience.
40% Boost in Actionable Insights
By prioritizing feedback analysis, HealthCo gained more actionable insights, enabling focused and effective improvements.
Final Thoughts
EonPath’s VoC Program allowed HealthCo to embed patient feedback into its operations, creating a culture of continuous improvement and patient-centered care. Through real-time insights and actionable feedback, HealthCo not only enhanced patient satisfaction but also strengthened its reputation as a responsive and compassionate healthcare provider.
* We take our clients' confidentiality seriously. While we've changed their names, the results are real.
