The amount of patient feedback we are now receiving through InsiderCX is 10x what we were seeing using the old process.

The challenge

The main challenge The Dermatology Partnership was facing was related to the feedback system they had in place — it was no longer robust enough for their needs. 

The main downsides included:

• low response rates for the post-visit emails
• the inability to pull all the data into one central dashboard
• the inability to drill down into their data
• no simple way to compare performance between different clinicians, services, and locations
• lots of manual work in data processing and analysis that simply wasn’t scalable. 

Having a network of clinics requires establishing and upholding strict standards across all locations, and TDP was no small feat — 6 locations across the UK, with more than 50 different dermatology treatments on offer. 

Their Clinic Managers and Patient Care Managers suffered a disproportionately high workload, which was a direct consequence of a pen-and-paper quality control system.

Analog quality control systems are not optimal for patient feedback because they are prone to data entry errors and misinterpretations due to illegible handwriting, misplaced forms, etc. To avoid those issues, TDP was left with only one option for follow-ups about patient experience: manual calls done by their Patient Care Team.

The solution

TDP was more than willing to roll up their sleeves and join us in developing a holistic approach for resolving all their QC problems. Aside from working together closely on the questionnaire itself, the clinic’s active role extended to helping us tweak the InsiderCX platform in order to cover their specific requirements.

Patient-facing solutions

The workflow we established was as follows: one day after their actual visit to the clinic, all patients receive a WhatsApp message with a survey link.

In general, the survey is based on a feedback loop, which focuses on three main areas: 

• Before the visit
• Seeing the doctor
• After the visit.

We included another survey block focusing on patient support, i.e. advice, measures and precautions patients can take after their treatment. The idea was to help TDP continually support patients in post-treatment care and improve health outcomes.

Clinic and staff-facing features

Aside from improving the patient side of quality control, one of TDP’s main goals was to lighten the burden on their staff. This was made possible by the various data gathering and analysis options in the InsiderCX platform, complimented by TDP’s continuous involvement, insights, and support.

To be specific, we enabled TDP to monitor results and metrics for six different locations, through 8 different patient categories, and drilled down for 20+ physicians, and 50+ different treatment options. We also provided access to data that was role-based, for Clinic Managers and management accounts at each and every location.

Last but not least, TDP also decided to introduce live alerts for detractors and unsatisfied patients. Whenever a patient leaves negative feedback, an alert goes to all Clinic Managers, and there is a Service Level Agreement in place to manage the detractors — they are obliged to contact the patients within 2 working days. 

CQC integration

Another big benefit of implementing InsiderCX was including CQC categories into their patient questionnaires. We were able to cover the following categories:

• Safe
• Effective
• Caring
• Responsive
• Well-led

TDP was able to use the feedback data our platform provided for their recent CQC inspection! In their new framework, CQC requires feedback to be digitally available — which is our default premise for feedback data, so we were more than happy to help meet the requirements.

The results

Within four months from deployment, with over 17% response rate, we were able to collect around 970 completed patient surveys.This led to a significant rise in TDP’s NPS score — a 16.4-point increase, achieved in just three months. 

After collecting and analyzing so much patient feedback, TDP’s Quality Team, along with the Clinic Managers and physicians, could finally focus on implementing data-driven improvements.

Beyond the numbers, TDP was also able to precisely measure the loyalty drivers and information sources — for each location — helping them run more targeted marketing campaigns.