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Hospital Patient Experience: Competitive Landscape Tracking, NPS & Complete Patient Feedback System




in patient satisfaction


NPS score


hospital branches
implemented the PX program immediately

The business problem

Our client had to crack the complex competitive landscape and understand how to provide exceptional customer service to stand out. While working with an international hospital chain on creating its customised Patient Experience Program, we faced 3 main challenges.

Our client lacked a deeper understanding of the competitive landscape and its performance against key players. Leading institutions differed significantly in terms of their approach towards patients, their experience, and patient satisfaction measurements. What were the most prominent hospitals doing to know their patients so well and provide high-quality interactions throughout?

The institution wanted to identify the key touch points influencing patient experience to the greatest extent. While actual medical care was well appreciated by patients, other interactions often overshadowed the overall experience. Which touch points were most important and worth the effort to improve? Were they equally valuable to all patients or only to particular groups?

Our client suffered from a shortage of consistent patient experience data, and therefore a lack of real improvement. There were no best practices and standardised tools in established patient experience measurement at that moment. What would be the most appropriate way to collect insightful feedback that can easily be turned into an action plan?

Our task

GemSeek needed to develop a comprehensive program for measuring and reporting patient experience across all facilities part of the hospital chain.

Our team designed a holistic Patient Experience Program, based on the results from a qualitative research and extensive quantitative online survey among patients, secondary research, and review and assessment of existing government policies.

Our Solution

The research involved both inpatients and outpatients, and emergency and non-emergency patients, treated for various conditions in different branch locations. This enabled us to get a clearer picture of:

  • Patient likeliness to recommend the hospital: NPS score
  • Reasons to promote or detract and the profile of promoters vs. detractors
  • Satisfaction across the patient journey: overall and per patient profile
  • Areas of exceptional or poor performance

We have performed additional deep-dives and advanced data analysis, including statistical importance modelling to provide insights and recommendations on:

  • Prioritization of actions: areas to sustain, improve, differentiate or treat as low priority
  • NPS drivers: relative importance of the reasons to promote or detract
  • Patient journey per NPS profile (promoters, passives, detractors)
  • Design and implementation of a complete patient feedback system

Based on the secondary research among leading healthcare institutions, we have been able to:

  • Analyze their approach towards evaluation and measurement of patient experience
  • Assess their advancement in the implementation of the newest tools for patient feedback such as real-time feedback systems

Key Project Success Metrics

Main performance indicators, including revenue, NPS, and patient satisfaction have improved in only 6 months after the PX program implementation

Our client has used the project results to develop and implement a series of tactical and strategic improvements within the institution:

  • Detailed improvement plan

During a Face-to-Face Workshop with the client, our team facilitated an exercise for determining the steps of the patient journey with priority to act on, along with the specific activities to be performed. The output was a detailed plan for improvement, including resource allocation, people in charge and evaluation / success criteria.

  • Continuous PX process

The hospital moved forward with the implementation of our feedback system, which included several elements. Regular surveys with customized design and proactive messaging at different touchpoints was one of them. Alarming for negative experiences, early enough during the patient hospital stay, enabled corrective actions to be taken immediately. Additionally, sharing positive feedback boosted staff motivation. All this was backed by real-time dashboards. They allowed management and operational employees to monitor key indicators from all hospital branches and take strategic action where necessary. Ultimately, patients` likelihood to recommend the hospital to friends and family (NPS score) raised with 14%.

  • Employee engagement

Senior managers decided to focus on improving the patient experience over the upcoming planning period. The priority action areas included key touchpoints related to sustaining and improving patient satisfaction. The staff members involved in these interactions, received training on the improvement plan, including several sessions with our team on how to work with and interpret the data from the dashboards. Thanks to this, the patient satisfaction score for some touchpoints of the journey has increased with as much as 10% in only six months leading to 4% revenue rise.

Project Trivia:

About Company: Hospitals & Outpatient Medical Centers

Company Size: 50+ locations

Location: Western Europe, USA

GemSeek Capabilities: Quantitative & Qualitative research, Desk research, PX/CSAT Program, GemSeek PX Platform, Statistical modelling, Advanced analytics

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