Developing a custom made NPS tool for hospitals

The "Deel uw ervaring" project was an interactive platform designed and developed to assess the quality of hospital care as perceived by patients. The project targeted the Neurology and Heart surgery departments at Catharina Hospital, where patients were given the opportunity to express their appreciation of their treatment through an online survey. The responses were then assessed in a management environment and published in a reporting environment for the specialists.

One of the notable achievements of the project was the effective UX design and customer journey for patients, medical specialists, and managers. The platform was designed to be user-friendly, ensuring that patients could easily provide their feedback and that specialists and managers could easily access and analyze the data.

Another achievement was the successful integration of the platform with the highly sensitive medical database. By linking the patient appreciation index to the EZIS (Electronic Hospital Information System), patients only needed to fill in their patient number and appreciation, with the data automatically linking to the specialist who it concerns and the appointment.

The project achieved a response percentage of 29.5%, with an objective of 20%. The pilot period saw 3733 agreements take place, of which 1101 were rated, which fully satisfied the objective. Overall, the "Deel uw ervaring" project was a success in providing valuable insights into the quality of hospital care and enhancing the patient experience at Catharina Hospital.

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