American Family purchased a SaaS text-based patient feedback tool from Calibrater Health in New York to send the surveys to patients’ mobile phones.
Using a combination of algorithms and machine learning, the software assigns the text messages to categories, such as complaints, suggestions, requests and compliments . . . The urgent care chain uses the NPS score and patients’ comments to coach providers and other employees about how to improve the way they deliver medical care and interact with patients. Since using this approach, underperforming clinics have increased their Net Promoter Scores dramatically, Koleszar says.