Partnering with InsiderCX has led to significant improvements in our patient experience and operational efficiency.

The challenge

Affidea’s main challenge was maintaining patient loyalty. The issue was twofold: 

• identifying the reasons behind the patient loyalty issues 
• developing strategies to address these concerns effectively. 

This situation highlighted a gap in understanding patient needs and preferences. The feedback data pointed to patients wanting more detailed and clearer communication during appointments, which indicates the importance of thorough discussions for building trust and ensuring patient satisfaction. 

Affidea realized it needed a strategic plan that was more advanced than the usual methods. They decided to pay closer attention to the root causes of why patients were unhappy and to take specific steps to improve the patient experience overall.

This involved a detailed analysis of patient feedback and a flexible way to change their services and how they communicate based on this feedback.

The solution

To address the challenges directly, Affidea partnered with InsiderCX to streamline the collection of patient feedback. We helped them focus on the details of patient dissatisfaction, especially around the crucial issue of doctor-patient communication. They were finally able to listen and adapt to patient needs in real-time.

The insights from the gathered data ensured that the advice given isn't simply suggesting to "improve communication." Instead, Affidea was able to pinpoint exactly which staff members or services needed to enhance their communication, eliminating the need for further investigation.

InsiderCX also made a big difference in how efficiently the operations ran by automating follow-up reminders. This specific feature helped Affidea reduce the number of missed appointments and the associated issues.

They saved more than 40 appointment slots each week by sending out reminders 48 hours before the scheduled time, helping clinics use slots that would have been empty. Additionally, these reminders helped lower the rate of people not showing up, making it easier to provide care on time and improve health outcomes.

The results

Bringing in InsiderCX and starting to automate processes was a key development for Affidea in terms of how they work and take care of patients. They have measured a significant boost in patient happiness and the effectiveness of their operations.

Improved patient satisfaction metrics

The systematic collection and analysis of patient feedback allowed Affidea to tackle particular issues and improve the patient experience. Concentrating on improving how doctors and patients communicate and making the process of booking appointments more efficient resulted in a clear rise in important measures of satisfaction: 

• The Net Promoter Score (NPS), a critical gauge of customer loyalty and satisfaction, saw an uptick from 65.8 to 84.1. 
• The percentage of promoters, or patients likely to recommend Affidea's services, increased from 76.7% to 88.7%.
• Affidea was able to pinpoint which of their doctors were the pillars of great service — and compensate them accordingly.

Survey engagement and operational insights

In 2023, Affidea made a significant effort to engage patients and gather valuable feedback, as shown by the high levels of participation in their surveys:

• The organization sent out a 5-figure number of surveys and appointment reminders, demonstrating a robust effort to gather insights and optimize patient interactions. 
• Patients spent a total of 255 hours providing feedback, which helped Affidea better understand and match their expectations.

Initially, Affidea was convinced that their main advantage was their state-of-the-art diagnostic equipment. However, analyzing all of that feedback revealed that the ability to take care of multiple procedures and in one place was the primary loyalty driver for patients.

Enhanced online reputation

The impact of Affidea's initiatives extended to its online reputation as well. The focused effort to improve service quality and patient communication led to a noticeable rise in positive online reviews. 

In the first 8 months post-InsiderCX implementation:

• Affidea gathered 643 new reviews, with the average number of monthly Google Reviews now reaching 120.
• One of their clinics saw its Google rating jump from 3.6 to 4.7, demonstrating the effects of feedback-driven improvement.
• Affidea conducted a one-off survey that looked into loyalty drivers for a segmented portion of their patient base, pointing to expertise and respectful conduct being much more important that price or location, and correlating the feedback with data such as marital status, education background, and employment status.

Gaining a better grasp of issues in specialized care, what patients prefer, and the competitive landscape allowed them to customize their services to address patient requirements. This further improved their level of care, reinforcing Affidea's status as a pioneer in healthcare innovation.

Strategic impacts

Working with InsiderCX greatly changed the way Affidea interacts with its employees and middle management. With accurate, immediate feedback from patients, the management team gained a strong foundation for talks about enhancing services.

This data-driven approach led to focused discussions on particular issues, promoting a culture of responsibility and ongoing improvement. Employee involvement improved, becoming more constructive with specific goals and feedback loops, highlighting the connection between patient satisfaction and employee performance.

The real-time feedback system was also a game-changer in managing patient experiences. Automatic notifications for negative feedback meant that patient issues could be quickly resolved, significantly reducing the chance of patients leaving or posting bad reviews.

Future outlook

Looking ahead, Affidea plans to extend the automation to more areas of patient interaction and care coordination. Their goal is to enhance operational efficiencies, shorten waiting times, and further improve the patient experience.

Affidea is looking into additional InsiderCX features to offer care that's more tailored and efficient by using detailed analytics, showing their dedication to innovation and high-quality healthcare. Their strategic use of InsiderCX has raised the bar in the industry and highlights their commitment to making patients happier.