Voice of Customer for health care sector.

1. | CASE STUDY
Leading Healthcare Provider Systemizes
Customer
Engagement

2. 3
4
Client Overview
Solution Summary
5 The Challenge
6 The Solution
7 The Results

3. Client Overview
3|
The client is a leading healthcare provider in Sri Lanka.
With its accreditation for international standards from
ACHSI, the hospital is an excellent provider for patient
care - and is constantly striving to ease a potentially
stressful visit of a patient to an experience that makes
them feel at ease. Since the inception of its pioneer
hospital in 2008, there are more than 15,000 out-patient
visits and over 900 in-patient visits in a month.
The healthcare provider is backed by its respected
parent company which has built a reputation of trust
and dependability since its inception 65 years ago.
With a vision to be Sri Lanka’s most respected
healthcare provider and brand of choice for healthcare
professionals, touching 5 million lives island wide by
2020 – they hope to bring quality and affordable
healthcare to developing cities across the island. To
understand customer sentiment at their Outpatient and
Radiology Departments, they retained Emojot to make
use of its emotion sensor platform in order to
understand how their patients felt during their visits.
Industry
Employees
Headquarters
Healthcare
1,500
Colombo, Sri Lanka

4. Solution Summary
4|
Key Challenges
• Delays in identification of service-related issues which led to
inefficiencies
• Postponement of effective decision-making best practices
Implementation of Best Practices
• Identification of the need to engage patients and understand their
sentiment as and when it was required
• Deep understanding of requirements necessary at each
department with the ability to compare and correlate departments
Low Total Cost of Ownership
• Aid top management to identify key issues within the departments
and address them in a short span of time
• Facilitate better decision-making for top management to customer
service inefficiencies and additional costs
Financial & Strategic Benefits
• Improved patient response rate
• Improved visibility of patient sentiment
• Increased productivity due to freeing up of resources allocated
to attend to the manual, feedback process
Operational Benefits
• Retrieval of accurate, real-time patient sentiment
• Eradication of time spent on paper-based surveys
• Unavailability of a platform to gather and view patient sentiment
at the respective Outpatient Departments or Radiology
Departments
• Time intensive, sequential process to gather patients’ feedback
• Time-effective, improvised decision-making in service levels of
the respective departments

5. The Challenge
5|
Since the opening of the service provider's flagship hospital in
2008 (with 15,000 out-patient visits and 900 in-patient visits per
month) they continue to strive to work as a multi-specialty family
hospital chain and offer first-in-class healthcare to ensure the
highest value of service for its patients money.
Despite the 2020 vision to touch 5 million lives positively
island-wide, the hospital chain did not have a user-friendly
feedback mechanism to understand how their patients felt when
they chose services that fell under the Outpatient or Radiology
Departments. The current feedback collection process required
for staff members in both OPD and Radiology to manually
request for patients to fill in a form and be involved in a tedious
response entering process to the current system. This did not
provide them an overall view of how patients felt about the
service offerings, competency levels of the staff and why they
chose this hospital. Since a well-designed and well-organized
Outpatient Department and Radiology Department can be a
high revenue generating area for the hospital, the hospital
struggled to understand their levels of customer-centricity and
efficiency levels. By limiting their improvisation scope, they failed
to realize the full potential they could achieve in terms of
providing efficient, quality service offerings that could possibly
lead to higher revenue generation. Since understanding
customers is a key aspect of this service provider, failing to do
so with an effective mechanism in place was bound to impact its
service levels negatively.

6. The Solution
6|
With the challenge at hand, the hospital chain realized that an
effective customer engagement methodology was a necessity in
the respective Outpatient Departments and Radiology Departments.
Keeping this in mind, the service provider requested Emojot to
implement a customer engagement platform - which primarily acts
as the voice of customers - across these departments.
With Emojot, they placed 4 kiosks at the OPD’s to obtain customer
feedback in an efficient manner. At the radiology departments, the
platform was implemented keeping a mobile strategy in mind where
patients were sent a mobile push via an SMS once their billing
procedure ended. Following this implementation, the hospital chain
achieved a higher customer response rate for this mechanism.
It has provided them the ability to understand patients, improve key
areas and provide them an exceptional service. In addition,
the solution;
• acted as a sentiment analysis platform to cross-check feedback of
patients and identify issues in different target groups
• enabled faster, better informed decision making with its ability to get
an overall view to drill down patient responses to granular levels
• reduced turnaround time as the responses were provided in real-time
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© Copyright Emojot Inc. 2017
© Copyright Emojot Inc. 2017
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7. The Results
7|
With Emojot’s help, the healthcare provider continues to achieve
a genuine transformation in their customer engagement process.
This leading hospital chain can gather customer sentiment across
the outpatient departments and radiology departments, in
real-time. With easy access to real-time, actionable insights, the
platform enabled top managers to be responsive and make the
right decisions, at the right time. It has also helped this service
provider compare efficiency levels of hospitals that fall under the
same umbrella. Emojot has changed the way they handle their
patients – and aids them to prioritize areas that require service
improvements accordingly.
Using the platform revealed that out of the patients at the OPD’s
in the two respective hospitals were asked about;
Similarly using the platform revealed that out of the patients at the
Radiology Departments in the two respective hospitals were asked
about;
• time taken to book appointments where 56% of patients in one
hospital took less than 5 minutes where as it was 58% of patients
in the other hospital
• reason for choosing channel/OPD services where 43% of patients
in one hospital selected convenience and proximity where as
33% of patients in the other hospital selected it based on their
past experience
• time taken for billing process, 58% of patients in one hospital
took less than 5 minutes where as it was 53% of patients in the
other hospital
• the attitude of the counter staff, 43% of patients in one hospital
selected efficient staff where as 18% of patients in the other
hospital selected that the staff was slow. This 18% of patients
certainly paved the way for the hospital to decide on how they
could improve their service offerings in the respective Radiology
Departments
These actionable insights have helped this leading healthcare
provider to improvise their services as and when it is required and
acts as the foundation to reinforce their excellence in patient care
and to achieve it’s 2020 vision.

8. About Us
Headquartered in Silicon Valley, USA, Emojot operates out of 4
countries - USA, Australia, New Zealand and Sri Lanka. The
co-founders together, accrued five decades of combined global
experience by working in related domains and successful
technology & innovation startups, enterprises and government &
research institutions. Emojot’s revolutionary solution, offers a new
paradigm for harnessing customer insights with interactive,
software-based emotion sensors that use emojis. These emotion
sensors combine big data analytics, machine learning and
gamification to offer real-time, emotion based marketing.
USA
130 E San Fernando Street #154
San Jose, CA 95112
+1 650 653 1086
Australia
518 Fullarton Road
Netherby, SA 5062
+61 466 308 435
Sri Lanka
6th
Floor, 123 Bauddhaloka Mawatha,
Colombo 4
+94 11 419 8711
For more information, visit
www.emojot.com
/emojotTALK
@EmojotTALK
/company/emojot