A multi-tiered survey platform with real-time dashboard for a Top Private Hospital in Singapore, Malaysia

Business Requirements

Thoson Hospital, a top private hospital in Malaysia wanted to build a multi-tiered and multilingual web-based platform to analyse and improve customer experiences. The idea was to build out a comprehensive platform integrated with SMS, Email & WhatsApp automated to the platform to poll patients to collect their experience across several areas.

Business Challenges

Paper-based feedback induced lot of errors in writing and interpreting real feedback.
Paper-based feedback would never allow Thomson Hospital to aggregate review scores across various department and realise which department or area needs improvement.
Custome experience is vital to any business. And, adding reward mechanism to each business unit within a hospital system is challenging. Thomson Hospital wanted to reward departments based on their overall patient experience.
Creating a ticket-based complaint system out of negative patient experience was imminent for Thomson Hospital to outsmart all of its competitors.

Business Solutions

Our experienced CodeIgniter developers led by a technical project manager prepared the development plan. Mobile responsive questionnaire screens were prepared by our UI specialist that delivered surveys onto mobile devices. High performing solution stack comprising Nginx, Apache, MySQL, and CI was deployed over a secured cloud instance.

Key Features

Patients need to scan a QR code using their phones that will trigger a survey form with a wizard-styled questionnaire.
With SMS, Email & WhatsApp automated to the platform, the patients receive links to take the survey on the go.
Feedback coming out of the surveys appear in a form of word-cloud highlighting the most common experiences that the patients go through.
An interactive administrator dashboard displays real-time time-series statistical data in addition to numerous other reports.
Automated complaint management module that creates tickets based on the survey response helps Hospital admins to respond to negative feedback.
Tickets are assigned to various units after being monitored by SLAs and criticality level.

Technology Stack

CodeIgniter
HTML5/CSS
MySQL
SendGrid
Google Charts