Leading Australian healthcare provider elevates patient satisfaction scores by 20%+ with timely feedback
“HappyOrNot has allowed us to celebrate our strengths while proactively addressing patient feedback.”
Mark Anania, Transformation Lead, Capital Radiology
Streamlining feedback with technology
Capitol Health, a leading provider of medical imaging services, operates across multiple states in Australia and focuses on delivering patient-centered care. Its vision is to be the medical imaging specialists of choice, servicing communities with compassion, integrity and precision.
While trading primarily under its flagship brand, Capital Radiology, it also trades as Imaging@Olympic Park, Radiology Tasmania, Fowler Simmons Radiology, Women’s Imaging, Direct Radiology, Future Medical Imaging Group and Lime Avenue Radiology.
With a network of clinic locations spanning states, ensuring consistent patient feedback collection became a growing priority. To align its operations with its patient-centered values, Capitol Health sought to streamline feedback and gather actionable insights to inform continuous improvement activities.
Capitol Health faced challenges with inconsistent feedback collection methods, relying heavily on Google Reviews and paper-based feedback forms. These methods made it difficult to analyse and act on important patient feedback in a timely and efficient manner.
By late 2021, the organisation sought to standardise and formalise its patient feedback program to enhance customer service, clinic operations and improve the patient experience. To achieve these goals, Capitol Health began trialing the HappyOrNot service as part of a broader initiative to better understand and act on patient feedback.
Read the full article here on the HappyOrNot website – https://www.happy-or-not.com/en/insights/customer-story/leading-australian-healthcare-provider-elevates-patient-satisfaction-scores-by-20-with-timely-feedback/
