Case Study: Capitol Health boosts patient satisfaction by 20%+ with HappyOrNot

Leading Australian healthcare provider elevates patient satisfaction scores by 20%+ with timely feedback

Capitol Health, a leading Australian medical imaging provider operating across multiple brands and clinic locations, needed a better way to collect and act on patient feedback. Existing methods such as Google Reviews and paper forms made it difficult to standardize feedback, analyze responses quickly, and improve the patient experience across its network.

HappyOrNot implemented its Smiley Kiosks and Smiley Digital QR codes across 36 clinic locations, giving Capitol Health real-time patient feedback and daily, weekly, and monthly reporting. With HappyOrNot, Capitol Health increased its Net Promoter Score by 20% over the past financial year, significantly boosted feedback volume, and improved internal training and service excellence initiatives.

Capitol Health

Sueanne Burford

WA State Manager