Case Study: Knox Community Hospital achieves 33% reduction in patient dissatisfaction and 20% increase in satisfaction with HappyOrNot Smiley Touch

How Knox Community Hospital uses instant, quality feedback data to increase patient satisfaction scores

Knox Community Hospital, a not-for-profit community hospital serving over 100,000 people in rural Ohio, needed a fast, reliable way to capture patient sentiment to improve scheduling, timeliness of care, and overall patient satisfaction. To get real-time, high-volume feedback across clinics, Knox Community Hospital deployed HappyOrNot’s Smiley Touch terminals to collect instant, quality patient data.

HappyOrNot’s Smiley Touch solution delivered a dashboard of actionable feedback and over 22,000 responses in the first eight months (more than 2,000 per month), enabling staff to fine-tune schedules and address issues immediately. As a result, Knox Community Hospital reduced patient-based dissatisfaction by 33% in six months and increased satisfaction survey scores by 20% in four months, while also benefitting from HappyOrNot’s COVID-safe antimicrobial device options.

Knox Community Hospital

Carson O’Neill

Operations Coordinator of Physician Services