Healthcare
HCAHPS tells you the score. Intercepts tell you the story.
Patient satisfaction surveys arrive weeks after discharge. Intercept surveys capture the experience while it's still fresh — at the point of care, at reception, at billing, at discharge. You get the real-time, unfiltered patient voice that standardised surveys never reach.
Consult
Your patient satisfaction scores look acceptable on paper. But they're lagging indicators based on recall, not experience. The patients who had a mediocre experience — not bad enough to complain, not good enough to return — are the ones you most need to hear from.
Standardised surveys miss the operational detail.
HCAHPS and similar instruments measure broad satisfaction categories. They don't tell you whether the receptionist was welcoming, the wait time signage was clear, or the billing explanation was comprehensible.
Low response rates skew your data.
Post-discharge surveys typically achieve 20–30% response rates. The 70% who don't respond may have very different experiences than those who do — and you'll never know.
Department-level feedback doesn't exist.
Your facility-level score doesn't differentiate between outpatient, inpatient, emergency, lab, pharmacy, and billing. Each department creates a different patient experience, but your data treats them as one.
Without real-time, department-level patient feedback, you're investing in facility-wide initiatives when the problem may be isolated to one department, one shift, or one process. Targeted data leads to targeted improvement.
Design
Co-create short, targeted surveys for specific touchpoints: reception, waiting, consultation, billing, discharge, and follow-up.
Deploy
Deploy tablet-based intercepts at department exits, or digital surveys via SMS/QR triggered at key moments in the patient journey.
Analyse
Compare results by department, facility, daypart, and patient type to isolate specific experience gaps and improvement opportunities.
Act
Deliver department-level insight reports with prioritised recommendations that connect patient feedback directly to operational change.
Request your custom survey design.
Tell us about your facilities and patient experience priorities and we'll design an intercept programme that gives voice to the patients your surveys don't reach.
Request Meeting