Stomatološka Poliklinika Apolonija from Zagreb, Croatia, is one of the oldest private dental clinics in the city, boasting a tradition of over fifty years. Even though they knew that upwards of 70% of new patients were coming in following a recommendation from existing patients, they still needed to answer one very important question — how satisfied were their patients overall? And how likely were they to recommend Apolonija?
In other words, Apolonija faced a challenge in tracking patient satisfaction because the system they had in place was a manual, based on collecting feedback primarily through email.
To address the issue, they partnered with EasyBusy and InsiderCX to implement an automated feedback system. The integration of our advanced digital tools transformed their patient satisfaction management, which led to an improved patient experience, enhanced operational efficiency, and a stronger online presence.
Challenges they needed to overcome
Apolonija’s main challenges in managing patient satisfaction were:
- Manual data collection: Patient satisfaction data was gathered through paper questionnaires or manually sent emails. This process was time-consuming, labor-intensive, and prone to human error, leading to incomplete and inconsistent data. In general, these methods are inefficient for busy clinics — staff time is precious, and should be allocated to patient care.
- Resource constraints: With limited resources, the clinic struggled to maintain a consistent feedback collection process. This hindered their ability to gather comprehensive data needed to identify patient needs; without adequate resources, sustaining high-quality patient care and satisfaction can become challenging.
- Inability to respond quickly: The lack of real-time feedback made it difficult for the clinic to address negative feedback promptly. A delay in response can lead to unresolved issues escalating, resulting in patient dissatisfaction and potentially damaging online reviews; for clinics like Apolonija, maintaining a good reputation is important both for attracting new patients and retaining existing ones.
- Impact on clinic operations: All of the above affected the clinic's ability to gauge patient satisfaction but also impacted overall clinic operations. Inefficiencies in feedback collection and management can lead to suboptimal patient experiences, with the logical consequence being a decline in patient loyalty and clinic reputation.
To ensure the clinic could continue to provide high-quality care and maintain its reputation, Apolonija needed a more efficient, automated system to track and manage patient satisfaction
An integrated solution from two service providers
To address their challenges, Apolonija implemented a comprehensive, automated feedback system, done through a partnership with EasyBusy and InsiderCX. This new integrated approach aimed to tackle the burning issues — i.e. to streamline feedback collection, provide real-time insights, and enhance patient care.
The key features of the solution we provided with EasyBusy were:
- Automated surveys: Utilizing EasyBusy’s platform, the system automatically detects when a patient has undergone a specific procedure and sends a customized satisfaction survey via SMS. This ensures timely feedback collection tailored to each patient's experience.
- Real-time feedback integration: The system is integrated with social media platforms, enabling automatic collection and analysis of patient reviews. This continuous monitoring provides up-to-date insights into patient satisfaction.
- Response management: InsiderCX provides real-time alerts for negative feedback, allowing the clinic to respond immediately. This proactive approach helps mitigate potential issues and improve overall patient satisfaction.
- Data analysis: The system facilitates easy analysis of patient feedback to identify trends and areas for improvement. This data-driven approach enables the clinic to make informed decisions and enhance service quality.
- Predictive insights: Using historical data from existing patients, the system offers insights into successful approaches for new patients, helping the clinic tailor its services to meet patient expectations effectively.
The implementation began with integrating EasyBusy’s cloud-based service with the InsiderCX platform, which eliminated the need for manual data entry and processing. This streamlined feedback collection and enhanced the clinic's ability to analyze data and respond to patient needs.
With the new system in place, Apolonija could now efficiently gather and interpret patient feedback, and get a more comprehensive understanding of patient satisfaction. This also allowed the clinic to focus more on patient care and less on administrative tasks.
As a result, the clinic saw a significant increase in positive reviews and improved operational efficiency, ultimately leading to higher patient satisfaction and retention.
Impact and results
The implementation of the automated feedback system yielded significant — and, even more importantly, measurable — benefits. The outcomes were positive, and some of them almost immediate:
- In the first two weeks following the implementation, the number of positive reviews grew by a staggering 80%.
- In the first 30 days, the clinic collected over 70 positive Google reviews — a substantial increase compared to previous manual methods. This influx of positive feedback quickly impacted the clinic's online reputation.
- Apolonija’s Google rating rose from 4.4 to 4.7, reflecting higher overall patient satisfaction and improved service quality.
- The detailed feedback data allowed the clinic to optimize its marketing budget, as well as focus on initiatives that directly impacted patient satisfaction and retention.
- The automated system reduced the staff workload, allowing them to focus on patient care. This shift improved both employee productivity and patient care quality.
Overall, the implementation of EasyBusy and InsiderCX's integrated feedback system was a game-changer for Apolonija, setting a new benchmark in tracking patient satisfaction and operational efficiency.
With an innovative partnership and technology, we were able to automate feedback collection and analysis at Apolonija. This ultimately enhanced patient satisfaction; equally important, it freed up valuable staff time to focus on what truly matters — and that’s patient care.
This partnership is a great showcase of the impact that modern digital solutions can have on healthcare management — even if the clinic’s reputation is already on-point.
Thanks to the automated feedback collection, we can better understand what our patients like, what we are doing well, where we need to provide more information, and what kind of approach they expect from us. This has enabled us to continuously improve our services and — most importantly — provide better care.
