Case Study: G4S Patient Transport boosts patient feedback rates and reduces complaints with Ombea

G4S Patient Transport - Customer Case Study

G4S Patient Transport, working with the NHS in Kent and Medway, needed to gather feedback from at least 20% of patients to protect its funding, but its website survey and Google Forms approach only captured feedback from 12%. The company turned to Ombea and its Ombea Insights platform to make feedback collection easier and more effective.

With Ombea, G4S Patient Transport now collects real-time patient feedback through quick smiley-faced questions and short free-text responses, with live alerts helping administrators act immediately on issues. Ombea has helped increase feedback volumes toward the 20% target, reduce official complaints, and improve patient expectations by highlighting punctuality concerns and prompting clearer booking information.

G4S Patient Transport