PhysioExtra


400+

employees and consultants

27

clinics

Physiotherapy clinic and other health professionals.

Secteur d'activité

Quebec

Region

+3

NPS increase in 9 months

9x

Minimum return on investment

2x

Google reviews per month

4x

Facebook recommendations per month

The solution.


PhysioExtra used SurveyMonkey and took at least 5 hours per week to send satisfaction surveys manually, collect the data and send it to managers. This method had several challenges:

• Given the manual sendings twice a week, some patients were surveyed days after their patient experience.
• Managers took very little direct action with customers because the survey’s results were not targeted by customer and feedback was always too late
• Managers depended on manager analysis, a few times a year, nothing in real-time
• It was a lot of reporting for very little action

With InputKit, sendings are automated and the email leaves 1 hour after the end of the appointment. The response rate is significantly higher as feedback is always requested right after the patient experience and emails and surveys are personalized.

Each director has a live dashboard for his clinic or clinics. With InputKit alerts, they can now be proactive with detractors patients (every detractor or dissatisfied customer is dealt with in less than 24 hours.) When the patient just didn’t like the therapist’s approach, the manager can correct the situation introducing another therapist to avoid losing this patient.

They were able to involve not only their managers but their therapists as well. They can provide them with their dynamic individual feedback/assessment report, surveys and analysis themselves. Therapists are even more responsible for the customer experience they provide and their impact on the patient experience.

"Before implementing InputKit, we spent 5 hours each week to send SurveyMonkey surveys to patients, manually compile the results and send them to clinic directors. Very little direct action was taken with customers because the results were not targeted by customers and the feedback was always too late. It was a lot of reporting for very little action. Since we have InputKit, it's a new ballgame. First, the process is automated, we survey the patient when its experience is fresh in memory, the response rate is significantly higher and we can now be proactive with detractors (dissatisfied patients). Each director has a live dashboard for his clinic(s). We got them involved and they deal with detractors in less than 24 hours. When the patient just didn't like the therapist's approach, the clinic's director can fix the situation by introducing another therapist and avoid losing that patient. We were able to involve not only our directors but the therapists as well. They can now see their individual report, their surveys and do the analysis themselves. Our NPS went from 77 to 80 in less than a year, and InputKit is helping us identify opportunities for improvement and improve our patient experience. InputKit gives us a return on investment of at least 9x and I recommend it!"

Marco Raffis

Senior partner, PhysioExtra