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How to improve patient service?

Communication flow between patient and a hospital or doctor’s office should be easy and valuable

Improving customer satisfaction in hospital or doctor’s office is not an easy job. You need to connect all the technical dots to start working based on your customer journey. Highp comes with a simple handy solution that any hospital can setup and design.

The goal – quality and patient service improvement.

We want to enable quick, direct and personalized communication which supports both physicians and administrators of the medical unit with patients.  We offer the platform that works in an extremely easy and modern way.

Step by step improvement process.

Step 1

Patient registers on the digital platform by filling out a special form which allows adding a handwritten signature for data processing and acceptance. This data is stored and used only by given medical units without any interference from third parties. You can use Android or Apple devices to collect opt-ins and patient insights. Highp app for opt-in and insight collection called Datuso will be installed on devices and synced in real time with the platform.

Highp provides a web version of opt-in and insight form to so you can insert it easily into website too.

Step 2

After a physician’s appointment, the patient gets a personalized and modern video message on his/her mobile with a thank-you note and a request for filling out a satisfaction survey. A video message is prepared by the treating physician or by medical unit administrators responsible for quality service. A patient can fill out a survey in which he/she can evaluate the appointment and present his expectations for future appointments.

Step 3

All data gathered from patients is saved in real time and passed on to the administrator who has up to date records. Whenever a patient negatively evaluates his/her appointment, the medical unit is able to react quickly and clarify the situation. Given information helps medical units to avoid such situations in the future and at the same time improves the quality of client service.

Step 4

The satisfaction survey can be modified and extended with additional elements. Subsequently, consecutive messages can automatically be sent out to patients who already received a video message in order to emphasize customer care. Such processes highly support customer engagement and play an important role in influencing loyalty to the medical unit.

Step 5

Additional information such as future appointments or procedures before the specific medical examination can be added to the video messages at any time.

The Highp allows sending out messages with information about

  • practical information how to prepare for a visit in the hospital
  • current and planned health campaigns.
  • educational programs to help patients look after their health
  • support the patient journey.
  • customer satisfaction queries
  • procedure and drug reminders

Step 6

Gain more vital information about emotional and engagement score of your service. You will discover quickly how important for your customer is complete, aligned to their needs, direct communication process.

 

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