Key Objectives

  • 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.

Solution Provided

  • Our experienced CodeIgniter developers led by a technical project manager prepared the development plan.
  • Mobile responsive questionnaire screens were prepared by our UI specialist that delivered surveys onto mobile devices.
  • Integrated GoogleCharts for various live reports used in the dashboard.
  • High performing solution stack comprising Nginx, Apache, MySQL, and CI was deployed over a secured cloud instance.
  • Delivering emails and SMS were achieved using Sendgrid and Twillio services.
  • Multilevel ticketing module was achieved customising OSTicket open source platform.
  • The development team worked with the Hospital admins and agents in conducting several UATs before finally shifting to the production set up.

Results

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