Driving Better Patient Care through
Smarter Insights
A Healthcare Firm Partners for Contact Center Excellence
Problem
Every patient has unique needs, demanding a contact center that efficiently manages diverse inquiries while ensuring compliance. The healthcare firm needed insights to enhance patient experiences, streamline operations, and meet India’s rigorous healthcare regulations across its urban and semi-urban services.
Solution
An advanced contact center platform delivered prioritized patient trends and automated workflows, enabling the firm to boost satisfaction across diverse patient groups and inquiry types, from appointment scheduling to billing support.
Result
82% of patient interactions now achieve five-star ratings, driving a 25% increase in patient retention and a 15% boost in operational efficiency through actionable insights and automation.
Transforming Patient Care with Advanced Solutions
Managing over 300,000 patient interactions annually, a leading healthcare provider in India with ₹4,500 crore in annual revenue operates hospitals and clinics across diverse communities. Their mission: deliver accessible, high-quality care to every patient. However, complex inquiries, regulatory demands, and high call volumes challenged their contact center, impacting patient satisfaction and operational efficiency.
Actionable Insights for a Patient-Centric Contact Center
Partnering with a customer experience platform for five years, the provider has collected over 200,000 patient feedback responses, each shaping their care strategy. Advanced analytics tools identify trends in patient needs, such as scheduling preferences or billing concerns, enabling targeted improvements. A competitor analysis feature benchmarks service quality against other healthcare firms, maintaining a competitive edge in patient satisfaction.
Boosting Patient Retention with Feedback-Driven Insights
Recognizing the power of patient feedback, the provider integrated satisfaction widgets on their portal, achieving a 25% increase in patient retention per session. Displaying 82% five-star ratings across channels, including email campaigns, improved engagement by 15%, enhancing ROI and optimizing marketing budgets.
Empowering Agents for Swift, Compliant Service
Many patients don’t voice concerns directly. Proactive feedback invitations capture insights from less vocal patients, ensuring inclusive improvements. Integration with CRM systems streamlines agent workflows, combining feedback and inquiry management into one interface, reducing call handling time from 11 to 8 minutes, a 15% efficiency gain.
Leading with Patient Needs at the Core
Weekly leadership reviews of negative feedback pinpoint root causes, driving improvements like clearer billing communications and faster scheduling. A prioritized insights report highlights critical focus areas, enabling proactive solutions. By aligning operations with patient needs, the provider ensures every enhancement strengthens care quality and patient trust.
