How Medical Trust Hospital improved patient satisfaction with Efeedor patient experience platform
Discover how Medical Trust Hospital, Kochi — one of India’s leading 750-bedded healthcare institutions — significantly improved patient satisfaction by implementing Efeedor’s comprehensive patient experience platform. This case study highlights their journey of adopting real-time feedback systems, optimizing service quality, and fostering a patient-first culture through data-driven decision-making and continuous improvement.
Introduction: Digital transformation in patient experience
In today’s patient-centered healthcare environment, hospitals worldwide are turning to digital solutions to improve patient experience, optimize operational efficiency, and enhance care quality. Medical Trust Hospital, a 750-bedded multi-specialty hospital located in Kochi, India, is a leading example of how hospitals can transform patient satisfaction through digital innovation.
Facing challenges with paper-based feedback collection, delayed responses, and limited real-time insights, Medical Trust Hospital partnered with Efeedor Patient Experience Management Platform to modernize its patient feedback process.
The Challenge: Paper-based limitations / methodology
Before adopting Efeedor, Medical Trust Hospital encountered several operational challenges:
- Manual feedback collection that was time-consuming and resource-intensive
- Delayed complaint resolution, often taking up to a week
- Inconsistent feedback volume across different departments and blocks
- Risk of data manipulation with manual handling
- Limited transparency in monitoring patient experience metrics
- Minimal collaboration between departments to address patient concerns in real time·
Director’s Comment:
“We always believed in listening to our patients, but the traditional paper-based system simply could not keep up with the growing expectations. We needed a real-time, reliable solution that empowered both our patients and staff.”
— Dr. [Director’s Name], Director, Medical Trust Hospital
The Solution: Efeedor patient experience management platform
In 2023, Medical Trust Hospital adopted Efeedor cloud-based Patient Experience Management System (PXMS), bringing a fully digital, multi-channel feedback solution into their operations.
Key Implementation Steps (PDCA Model)
The hospital followed the widely used PDCA (Plan-Do-Check-Act) approach:
- Plan: Educated staff and implemented a pilot in 4 inpatient wards.
- Do: Deployed QR codes, mobile apps, and web links for patient feedback submission.
- Check: Monitored real-time feedback, analyzed dashboards, and reviewed stakeholder actions.
- Act: Scaled the system hospital-wide based on successful pilot results.
Quality Manager’s Comment:
“Efeedor gave us immediate visibility into patient concerns, enabling proactive management and much faster resolution. The role-based dashboards and automated alerts have completely transformed our internal review processes.”
— [Quality Manager’s Name], Quality Manager, Medical Trust Hospital
The Results: Tangible improvements in patient experience
- Significant Increase in Feedback Volume: Patient responses surged from 450 to 1,200 per month, with participation exceeding 50%.
- Improved Patient Satisfaction: Satisfaction scores improved from 75% to 85%.
- Enhanced Patient Loyalty: Better monitoring of Net Promoter Scores (NPS) helped foster stronger patient loyalty.
- Rapid Complaint Resolution: Resolution time was reduced dramatically from 1 week to just 2 days, with many concerns addressed within 30 minutes.
- Data Transparency & Accountability: Automated ticketing, role-based dashboards, and real-time alerts ensured timely escalations and quick closures.
- Operational Efficiency: Department-wise dashboards highlighted key performers, areas for improvement, and enabled root cause analysis for sustained improvements.
- Enhanced Online Reputation: Improved patient satisfaction directly contributed to better Google reviews and an elevated online presence.
Key Features That Enabled the Transformation
- Multi-channel feedback collection: via QR codes, mobile apps, web links, WhatsApp, and SMS.
- Automated real-time alerts: instantly notify stakeholders of negative feedback.
- Role-based dashboards: offer leadership full visibility into patient sentiment and trends.
- AI-powered insights: identify recurring issues and suggest actionable improvements.
- Cloud-based secure storage: ensures data integrity, transparency, and regulatory compliance.
The Impact: A model for patient-centered digital healthcare
With Efeedor’s platform, Medical Trust Hospital successfully digitized its patient experience journey, delivering:
- Higher patient engagement
- Stronger staff accountability
- Faster service recovery
- Better compliance with accreditation standards (NABH, JCI)
- Continuous improvement through real-time analytics
Director’s Closing Note:
“This digital transformation has not only improved patient satisfaction but also built a strong culture of accountability and continuous improvement across all departments. Efeedor has truly become an integral part of our patient care journey.”
— Dr. [Director’s Name], Director, Medical Trust Hospital
Conclusion: Setting new benchmarks for patient experience
Medical Trust Hospital’s journey with Efeedor is a powerful case study on how healthcare providers can leverage technology to deliver truly patient-centric care. By adopting real-time digital feedback, the hospital not only improved patient satisfaction but also elevated operational efficiency, staff performance, and its overall reputation.
As patient expectations continue to evolve, solutions like Efeedor Patient Experience Management Platform will be key in helping hospitals across India and globally meet — and exceed — the standards of modern healthcare delivery.