Measuring patient experience

Managing the patient experience is an essential part of health care development, quality improvement and staff motivation. Roidu’s versatile feedback solutions can be used to collect data on the patient experience during treatment or immediately thereafter.

Convenient turnkey solution for measuring patient experience

Quality in health care is the result of multiple factors. Ideally, customer experience is measured in all phases of the customer journey. The systematic measurement of customer experience is one of the key tools in ensuring the quality of health care and developing operations to match the expectations of various interest groups and the needs of our changing world. Satisfied customers are more loyal and likely to recommend the service to others.

Roidu’s turnkey service includes:

  • An appealing and user-friendly survey, a tablet with a data connection and a firm tablet stand branded according to customer’s visual guidelines.
  • A versatile, real-time online reporting service and email reports that display the relevant user-specific information in clear graphs and indicators.
  • A personal contact person and friendly support service via phone and email on weekdays from 8.30 am to 5 pm.
  • Maintenance, repairs and warranty: we ensure that the feedback devices and systems stay operational. If a device breaks down, we will fix or replace it without extra cost.

Multi-channelled patient experience measuring

Feedback devices are the smartest way to collect spontaneous feedback immediately in the context of the customer encounter.That said, it is sometimes necessary to collect feedback in other ways as well, which is why Roidu offers multi-channelled solutions for measuring patient experience. This enables collecting feedback using various methods but having all the results in the same reporting service.

In addition to feedback devices, Roidu’s feedback survey can also be accessed

  • on a computer or smartphone through a link sent via email or text message,
  • as part of a website,
  • on a smartphone after reading a QR -code, and
  • in a mobile application.

Multi-channelled patient experience measuring enables you to reach patients in a way that suits them best, thus guaranteeing that the patient experience data is as comprehensive and diverse as possible. This way you can request feedback from the patients that feedback devices do not reach.

Efficient use of patient experience data

Measuring patient experience successfully starts with ensuring that patients can give feedback as effortlessly as possible along their natural route. Roidu’s project team helps to plan a customer-centric survey, making sure that enough useful feedback is collected for efficient application.

However, not even the best feedback devices can make use of the data collected. This requires the whole organisation to commit to improving the patient experience. It pays to plan a process around handling the patient experience data and name people responsible for relaying the feedback. It is a good idea to set goals and targets for measuring patient experience and to track their achievement.

It is especially important to integrate patient experience data into business development and decision-making and to engage the entire staff in developing their own activities in their specific areas of responsibility. Roidu’s reporting service facilitates the utilisation of the data by offering a user-specific reporting view for each level of the organisation and reports according to information needs.

Roidu’s services for multi-channel measurement

Feedback devices

Roidu’s feedback devices provide valuable information about customer satisfaction, business development needs and issues that require a quick response. Surveys are stylised to match your brand image to ensure that they always give a fresh and appealing impression. The visual and user-friendly surveys stand out and ensure high response rates. We also provide feedback devices with visually impressive branding.
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Text analysis and connection to the Power BI tool

Do you know what your customer feedback mostly concerns? A keyword list is automatically created based on the text feedback. A keyword cloud is used to illustrate the topics or words that come up most frequently in the feedback. Do you know the attitude reflected by the open feedback you receive? An AI algorithm automatically classifies free text feedback as positive, negative or neutral.
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Email and text message surveys

You can also send surveys by email or text message. You can schedule your survey to be sent at a specific time or after a specific event. You can also embed the survey in a web page. It is possible to display survey results online in real time. Roidu’s interface also enables results to be included in delivered messages. The system sends the text messages automatically, which enables easy mass posting.
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A customer feedback device you don’t need to touch

Roidu Touchless Feedback is a customer satisfaction feedback device with which customers can rate their experience without touching the device at all. Its sensors register the feedback as the customer holds their hand in front of the chosen answer option. This enables measuring customer experience hygienically in any environment without the need to touch the device.
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MyRoidu survey tool

Experience data can be enriched by integrating it into the organisation’s own indicator solutions or systems (e.g. BI tools). By using an interface to combine the data gained from a customer or staff survey with other data sources, you can analyse the connections between the customer experience, sales hit rate and customer volumes, for example. We have also provided our customers with integrations that combine a CRM system and survey distribution. This enables you to select specific touchpoints where a survey is triggered automatically and sent to customers.
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Arttu Viitanen

Lauri Viitanen

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