Emirates International Hospital achieves a 147% jump in online reviews received and an increase in Google ratings from 3.5 to 4.1
BACKGROUND
Emirates International Hospital, Al Ain, United Arab Emirates, is a JCI-accredited, multi-speciality hospital covering 11 specialties. What started as a healthcare facility in 1993 was converted to a full-fledged hospital in 2002. More than 300,000 patients have been treated at the hospital so far. Being the first private hospital in Al Ain, the place is like a family center for the city’s residents.
In 2022, the hospital was looking for a solution to increase its patient feedback conversion ratio and improve its online reputation. Emirates International Hospital opted for BestDoc Surveys, a SaaS-based patient feedback solution that streamlines patient feedback collection and analysis at healthcare facilities.
GOALS
To increase the feedback response rate
To get department-specific insights for operational efficiencies
To improve the hospital’s Google ratings
THE SOLUTION
BestDoc offered one of its most popular solutions to Emirates International Hospital, Al Ain.
BestDoc Surveys is an omnichannel patient feedback tool with advanced analytics, automated ticketing, and a patient nudge system to improve reputation scores.
THE APPROACH
In the initial phase, two digital channels (WhatsApp and QR code) were activated to collect patient feedback. Automated feedback messages were sent in Arabic to patients after their visit to the hospital. BestDoc offered department-specific feedback questionnaires for 7 departments at Emirates International Hospital, Al Ain.
Departments Covered:
The intelligent analytics mechanism of BestDoc Surveys categorized patient feedback into two types depending on satisfaction levels. For patients who had rated below 3 (on a scale of 5), tickets were raised automatically and sent to their respective departments.
Patients who had rated above 4 and 5 were automatically directed to the Google reviews page of Emirates International Hospital, Al Ain.
KEY RESULTS
Increase in Google Ratings:
Of all the feedback received, 79% of patients had a positive experience at the hospital. Since these patients received automated nudges to the hospital’s Google review page, it increased the probability of getting favourable reviews. Within a short time of implementation, the Google ratings of the hospital increased by 0.5 points to 4.1 (from 3.5 earlier). Also, the number of Google reviews received saw a jump of 147%.
Impressive Feedback Response Rate:
The hospital saw a feedback response rate of 13.5%. This percentage is much higher than the average of 3 to 5% from traditional channels such as SMS. The maximum feedback response rate was 50%.
Automated Tickets for Swift Corrective Action:
With tickets being raised for unsatisfactory patient experiences, the management could take swift corrective action. This reduced the likelihood of dissatisfied patients leaving a negative review on Google. Moreover, the corrective action by administration also increased the possibility of repeat visits and positive referrals.
KEY STATISTICS
Increase in the number of reviews received on Google
Number of departments for which feedback was collected
FEEDBACK RESPONSE RATE
Average
Maximum
Tickets raised out of total feedback
Patients with positive feedback
Directed to the hospital’s Google reviews page
CUSTOMER TESTIMONIAL
“As a patient-centric hospital, Emirates Hospital, Al Ain is always looking for innovative solutions to set new standards in patient care. We were looking for a solution to help us drive our patient engagement. We were also looking for specific, department-level insights for continuous improvement.
BestDoc has helped us improve our feedback response rate and our online reputation. We are looking forward to setting new benchmarks in patient satisfaction and engagement with BestDoc.”
Dr. Arun Menon
Chief Executive Officer
Emirates International Hospital, Al Ain
