Smoothing the patient journey from admission to discharge, and taking back control of online reputation

The context

A healthcare facility only captured the patient's voice through a discharge survey, filled out by a minority of patients weeks after their visit. Google reviews published in the meantime completely escaped leadership's oversight.

Results: CX KPI & Google reviews

What was put in place

• Short surveys triggered at each stage of the care journey (admission, consultation, discharge)
• Automatic prioritization of critical signals for the care team and leadership
• Centralized monitoring of the facility's and practitioners' online reputation
• Patient experience KPI dashboard shared at leadership meetings
• Structured response process for Google reviews, both positive and negative

Continuous monitoring & AI recommendations

Beyond one-off measurement, the platform continuously monitors CX KPIs and Google reviews around the clock, without waiting for a quarterly report to detect drift. AI-generated recommendations automatically prioritize the highest-impact actions for each team, rather than leaving managers to interpret rows of numbers on their own.

Why it worked

Linking internal patient experience KPIs with Google review monitoring let leadership anticipate weak signals before they turned into negative public reviews.