Case Study: South African Hospital Group improves patient experience with Smoke Customer Intelligence

South African Hospital Group - Customer Case Study

The South African Hospital Group, a large private healthcare provider, faced significant challenges with its paper-based patient feedback system. Their method was slow, prone to bias, and prevented timely response to issues, hindering their goal of delivering a superior patient experience. They partnered with vendor Smoke Customer Intelligence to implement its Eyerys VOC solution to overcome these obstacles and gather accurate, real-time insights.

Smoke Customer Intelligence implemented a multi-channel digital feedback system that identified and escalated negative patient issues in real-time for immediate resolution. This data-driven approach allowed the hospital group to make impactful improvements, such as changing a catering supplier after consistently poor meal ratings. The solution also provided robust reporting that helped the group benchmark against international standards, gain industry recognition, and expand its program to gather feedback from families and employees.