Thomson Hospital tasked iWebServices to design a multilingual web-based platform to analyse and improve customer experiences at a super-speciality hospital.
As a key-part of the product, Patients need to scan a QR code using their phones that will trigger a survey form with a wizard-styled questionnaire.
With SMS, Email & WhatsApp automated to the platform, the patients receive links to take the survey on the go.
The survey platform offers different surveys for inpatient, outpatient and emergency departments. The platform is secured through role-based access controls.
Feedback coming out of the surveys appear in a form of word-cloud highlighting the most common experiences that the patients go through.
An interactive administrator dashboard displays real-time time-series statistical data in addition to numerous other reports.
Automated complaint management module that creates tickets based on the survey response helps Hospital admins to respond to negative feedback.
Tickets are assigned to various units after being monitored by SLAs and criticality level.