Long time readers know that from time to time I get back to the topic of CX in health industry, because I have a feeling that Heath industry is lacking behind the market average & there is a room to improve in patient service (some articles from the past Healthcare industry customer experience & Storytelling).
Park Nicolett is definitely one of the heath care provider that want´s to change this image, to understand better real time satisfaction of the patient, they started to track customer satisfaction via sms messages.
The service became a huge success, so Park Nicollet decided to extend it from 1st of June in 19 of their health care locations.
“All the feedback from the patients, but even from the staff, was that they really liked it,” Long said. “It made our staff very proud that we were doing something so innovative and that we were getting into the 21st century. Healthcare lags in terms of technological advances.”
For me the two most interesting data from the pilot period was the high response rate they could achieve and that age does not play a huge role in the response rate.
For more useful insights watch the video where the system vendor CAREWIRE presents the results of the pilot.