Healthcare
Patient satisfaction tracking for healthcare organizations
In healthcare, the experience is shaped as much by processes such as appointments, waiting, information and billing as by the treatment itself. The sensitivity of patient data makes measurement a task that requires extra care. Comvo measures the patient experience by department and process, masks personal data according to permissions and manages KVKK (Turkish Personal Data Protection Law) processes within the platform.
Key challenges in the industry
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Waiting time
Waiting despite having an appointment is one of the most common causes of dissatisfaction.
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Information
Insufficient information about diagnosis, treatment and fees undermines trust.
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Differences between departments
In outpatient clinics, laboratory, imaging and inpatient care, the experience is in the hands of different teams.
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Data sensitivity
Patient feedback may contain special categories of personal data; access must be tightly managed.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Appointments and call center
- Registration and admission
- Outpatient examination
- Laboratory and imaging
- Inpatient care
- Billing and discharge
Sample survey
Patients answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Not at all, less than 15 minutes, 15-30 minutes, more than 30 minutesMultiple choice question; used to identify the reason behind a negative experience (root cause).
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
- Open-ended commentThe respondent writes in their own words. When text analytics is enabled, topics, tone and risk-related statements are classified.
Questions, scales and conditional logic are tailored to your institution. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 After an examination or discharge, the patient receives a short survey by SMS; the response is linked to the department.
- 2 Anonymous feedback is also collected through QR codes in waiting areas; anonymous responses become cases and are used for improvement in the department, and the patient is contacted only if contact details were left.
- 3 A negative response is assigned as a case to patient rights or the department head.
- 4 The patient is contacted and the action taken is recorded; personal data is visible only to authorized people.
- 5 The quality unit tracks results and root causes by department.
Sample alert rules
- If the waiting time is "more than 30 minutes", a case is assigned to the head of the relevant department with a 48-hour resolution time.
- If NPS is 6 or lower, the case goes to the patient rights unit with critical priority.
- If text analytics detects a medical risk or safety concern, the case is sent to the quality unit as critical.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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Satisfaction by department
You track scores for outpatient clinics, the laboratory and wards separately.
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Perceived waiting
You see waiting responses by department and day.
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Physician communication
You compare information scores across units.
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Patient rights cases
You measure resolution time and resolution satisfaction for complaints.
Key modules
- Case Management Negative experiences become cases tracked to resolution Learn More
- Alert Rules Automatic rules that catch critical experiences Learn More
- Text Analytics AI-powered topic, sentiment and risk analysis Learn More
- Organization and Permissions Role and access management that fits your structure Learn More
Related guides
- Process How to Set Up a Complaint Management Process The steps of a structured complaint management process from intake to resolution: classification, assignment, resolution deadlines, escalation and reporting.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
- Measurement What Is NPS and How Is It Calculated? Net Promoter Score (NPS) measures how likely customers are to recommend you. How to ask the question, calculate the score and interpret results, with an example.
Frequently asked questions
How is patient data protected?
Personal data is masked according to permissions; only authorized people can see it and every view is written to the audit log. Your institution sets the retention period; when it expires, personal data is removed from the responses and the records are anonymized.
Are patient comments processed with AI?
Text analytics is turned off by default and runs only if the organization administrator turns it on. When it is on, email addresses, phone numbers, Turkish national ID numbers and IBANs are masked before comments are sent for analysis; names and contact details are not shared. This processing must be included in the privacy notice presented to patients.
Is the privacy notice shown in the survey?
Yes. The privacy notice is published in the survey languages, and which version each response saw is recorded. The survey does not ask for diagnosis or treatment information.
Can it connect to the hospital information system?
When examination or discharge events are sent via API, the survey is sent automatically; only the fields needed for the survey are transferred.
Let us map out a scenario for your industry together.
Share your department structure and the points where you interact with your patients, and we will prepare a suitable survey and rule set for you in a demo environment.