Healthcare – Patient Experience Survey Workflow
After a visit, patients tap a link and answer a few questions. The survey adapts to what they say. If everything was great, it wraps up fast. If something was off, it digs in. Flagged issues go straight to QI.
Trigger & Delivery
After discharge or a clinic visit, the platform sends a secure, one-tap survey link via SMS/email/portal. Links are visit-scoped and expire per policy.
Patient receives a text: “How was your visit at North Clinic today? Tap to share quick feedback.”
Adaptive Questions
The AI engine tailors follow-ups based on sentiment and prior answers, focusing only on relevant dimensions (access, wait time, provider communication, facility).
Patient: “The wait was long.” → AI: “About how long did you wait before seeing your provider?”
Smart Skips & High Scores
If the patient rates the encounter 5/5 and indicates no issues, the system skips redundant sections, asking only for optional highlights.
Rating 5/5 → AI: “Great to hear! What was most helpful about your visit?” (then completes)
Fatigue Detection & Smart Completion
If a patient starts giving shorter answers, the survey wraps up early rather than pushing for more. It confirms what was captured and thanks them.
AI: “Thanks! We captured your feedback on wait time and provider communication. Anything else to add?”
Insight Extraction & Routing
Extracts structured insights (e.g., ‘Wait time > 30 min’), tags service line/location, and routes issues to Quality Improvement with severity hints.
Flag created: ‘Wait Time Exceeded 30m’ → Routed to: Quality Improvement (Location: North Clinic, Tuesday PM block)
Reporting & Trends
Aggregates feedback into dashboards by provider, service, location, and time window; highlights outliers and trending issues.
Monthly report: ‘Provider communication 4.7/5; Wait times above threshold on Tuesdays 2–4pm; Action recommended: staffing review.’
Key Benefits
Transform your workflow with these powerful advantages
Patients finish the survey because it respects their time
You learn why the wait felt long, not just that it did
A 30-minute wait on a Tuesday afternoon lands on QI's desk automatically
QI teams get structured issues, not a spreadsheet of free-text comments