Case Study: Transform Cosmetic Surgery achieves real-time patient feedback and improved patient retention with InMoment

Bringing Patient Experience Feedback to the Clinical Environment

Transform is a private aesthetic healthcare provider with 32 clinics and hospitals offering surgical and non-surgical treatments. After his own positive experience with a retail post-service survey, Marketing Director Steven Taylor wanted to bring the same customer‑feedback approach to the clinical environment to capture actionable insights across six defined patient journeys — including feedback from people who chose not to proceed — and to track outcomes.

Partnering with InMoment in 2014, Transform deployed tailored day‑after email surveys and the InMoment Experience Hub for real‑time alerts and clinic-level reporting. The programme produced “Wow” alerts recognizing more than 1,000 staff, contact-request alerts that helped retain dissatisfied patients, and new insights on variation by clinic/treatment, ideal consultation length, and loyalty drivers. Clinics now use these reports to build targeted action plans that improve patient experience and retention.

Transform Cosmetic Surgery

Steven Taylor

Marketing Director