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Healthscope+ Qualtrics

“Qualtrics helped us dramatically increase our NPS.”

Healthscope achieved

9.6%

Increase in Overall Rating of treatment

Significantly reduced patient complaints

Boosted NPS by 11 points

Healthscope is a leading private healthcare provider, with 43 private hospitals and pathology operations across Australia and New Zealand treating 600,000 patients annually. With a team of 18,000 people and 17,500 Accredited Medical Practitioners, Healthscope provides care to patients ranging from pathology tests to complex surgery. Healthscope was the first private hospital operator in Australia to report performance against quality and clinical outcome metrics publicly.

www.healthscope.com.au
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Industry

Healthcare

Region

Asia Pacific

Company Size

Large

Business Type

B2C

Overview


Improving the patient experience has the potential to significantly improve the quality and impact of healthcare provided to patients. Across the globe healthcare providers are working to digitise health systems and transform the services they provide. Healthscope in Australia and New Zealand has worked with Qualtrics to redesign its patient experience with great effect.

How do you deliver a better patient experience?


Improving the patient experience has the potential to significantly improve the quality and impact of healthcare provided to patients. Across the globe healthcare providers are working to digitise health systems and transform the services they provide. Healthscope in Australia and New Zealand has worked with Qualtrics to redesign its patient experience with great effect.  

Qualtrics is used by all 43 Healthscope sites to distribute the industry standard Australian Hospital Patient Experience Question Set (AHPEQS) and Your Experience of Survey (YES) surveys to patients, along with quarterly satisfaction surveys.

Insights gathered by Qualtrics are delivered back to the organisation to act on in real-time via interactive dashboards. This enables Healthscope to deliver a better patient experience, share best learnings across the organisation, and empower individual practitioners to make rapid changes that have meaningful impact.

Pro-active patient experience

Using a single platform to distribute and analyse surveys allows Healthscope to pro-actively manage the patient experience. The flexible standardisation of the platform, and its ease of use, ensures a consistent and personalised delivery of customer service across all sites. 

Patient experience can be viewed at a ward level and performance is analysed weekly. This gives Healthscope full control of the platform, the ability to design and deliver a better patient experience based on facts, and share best learnings across the entire organisation.

Increased patient feedback

Healthscope has significantly increased the volume of patient responses using Qualtrics, as well as removed bias in the process. 

Today, Healthscope receives feedback from 5,000 patients monthly – up from 700 annually – with surveys sent to patients within one week of receiving their treatment.

Quality improvement

In its accreditation from The Australian Council on Healthcare Standards (ACHS), Healthscope’s Qualtrics platform was described as “innovative, dynamic, patient centred and managed in a real-time environment…The dashboard is now the key communication tool used to drive quality improvement across the hospital group.”

The flexibility of the Qualtrics platform allows Healthscope to run periodic studies to learn about patient likes and preferences with such things as catering and meals. Tools like Expert Review enables users to build and design optimised surveys that lead to better quality feedback.

The Bottom Line

Healthscope is committed to an exceptional patient experience

Jeffrey Woods

National Patient Experience Manager

Qualtrics significantly increased the volume of patient feedback we were capturing, as well as our ability to act on it

Find out how Qualtrics can help you deliver a better healthcare experience