Transforming Patient Feedback into Actionable Intelligence
Automated feedback capture and sentiment analytics helped improve patient satisfaction, close feedback loops, and elevate care experience.
From Disconnected Feedback to Continuous Experience Improvement
A leading private hospital replaced manual feedback collection with HxPulse’s automated system—enabling real-time sentiment analysis, faster service recovery, and measurable gains in patient satisfaction and response time.
Product: Patient Feedback
Location: South East Asia
Users: Patient Experience team, Quality, Head of Departments
Client Business Challenges
Turning Fragmented Feedback into Continuous Insights
Manual and inconsistent feedback processes limited visibility into patient sentiment and delayed corrective actions.
Slower feedback collection
Tablet based fragmented feedback collection forms slowed data entry and reduced participation.
Delayed Response
Complaints reached departments late, causing delayed service recovery.
No Sentiment Analysis
Leadership lacked visibility into emotional tone or priority issues.
Limited Tracking
Follow-up actions were not monitored, leading to missed closures.
Inconsistent Data
Feedback from multiple channels couldn’t be consolidated or compared.
HxCentral Solution
Automating Experience Intelligence with AI and Analytics
HxPulse digitized patient feedback collection and used AI to analyze sentiment, route complaints, and track actions to closure.
Implemented multi-channel feedback capture through kiosks, WhatsApp, and web links.
Deployed AI-based sentiment analytics for emotion detection and issue prioritization.
Automated feedback routing and escalation to responsible departments.
Integrated action tracking and dashboards for follow-up visibility.
Enabled real-time reports for leadership on trends and satisfaction metrics.
Value Delivered
AI and Automation that Amplified Patient Voice
HxPulse turned feedback into a living improvement system—driving faster response, higher satisfaction, and transparent service recovery.
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