Case Study: Healthscope achieves an 11-point NPS boost with Qualtrics

Healthscope - Customer Case Study

Healthscope, a leading private healthcare provider in Australia and New Zealand with 43 hospitals and pathology operations, treats 600,000 patients annually and employs 18,000 people. To improve patient experience across its large, distributed network, Healthscope needed a standardized, digital way to capture timely feedback, act on insights quickly and reduce complaints.

By rolling out Qualtrics to deliver AHPEQS, YES and quarterly surveys across all sites and surfacing results in real-time dashboards, Healthscope increased responses from 6,400 per year to 7,000 per month, enabled ward-level weekly analysis and removed paper-survey bias. The initiative led to a 9.6% increase in Overall Rating of Treatment, a significant reduction in patient complaints and an 11-point boost in Net Promoter Score.

Healthscope

Jeffrey Woods

National Patient Experience Manager