How to Reduce Customer Complaints

How to Reduce Customer Complaints

Peter Lundqvist | 7/24/2019 5 min

If you work in the healthcare sector, you’ve probably noticed that patient expectations are rising rapidly, right? Patients who are accustomed to gaining instant access to almost anything they want via their smart phone, expect their healthcare environments to offer a similar level of service.

We recently undertook a Global Research Survey of over 600 decision makers across healthcare and public services, and just over half (51%) said their patients expect to book appointments in advance, change them if required and receive notifications throughout their healthcare journey. Meanwhile two thirds (67%) said they’ve seen increased demand from patients to use apps and social media for engagement.

Read the full Global Healthcare Trends Report >


These new expectations – coupled with long waiting times and a perception of inefficient experiences – can create a cycle of negative feedback which affects staff morale and quality of service. But there is a way forwards. By implementing intelligent digital solutions that help you examine the experience of your patients and staff, you can increase satisfaction all round. Read on to find out how...

Improve check-in

Consider implementing a solution which allows you to manage appointments and check patients in seamlessly – so they can see consultants as soon as they arrive. The anticipation of an appointment can make check-in an extremely stressful time for patients, so this is a vital stage in their journey. If you can reduce patients’ stress at this point, their feedback is likely to improve dramatically.

Choose wisely

Of course, your new solutions will only reduce complaints if they actually increase efficiency. Choose platforms that are easy for staff to use to ensure they enhance patient flow, while lessening the strain on your resources. In turn, this will allow your staff to focus on meeting and assisting patients – driving satisfaction up further.

Stay updated

Human perception can act as a guide to how you’re performing – but there’s no substitute for data. Find solutions that will offer you deep insights through real-time management dashboards, and let you know how you’re measuring up against your KPIs. Then you can analyze your service and make adjustments where necessary.

Access feedback

Management dashboards and reporting can also provide you with a clear view of patient feedback. With the lines of communication open between you and your service users, you can react and optimize your services according to their needs.

Whether their waiting time was longer than expected, or a staff member didn’t have the expertise to solve their issue, you’ll be able to address common issues and enhance the quality of delivery.

Partner up

Choosing the right technology partner is a crucial part of any successful digital transformation. So find a collaborative provider that truly understands the patient journey, with years of experience in the field. It’s also vital to work with a partner that can provide expert consultation and scalable solutions that are ready to implement, easy to use and deliver immediate results.

The ability to offer advice, guidance and practical help at every stage is just as important. From experience design to technical deployment, measurement and ongoing support, they’ll need to offer the whole package if you’re going to meet the changing expectations of your patients.

Qmatic offer all of the expertise mentioned above, and more. Our Healthcare Global Trends report is packed full of insight that will help you get more value from your resources, without adding to personal workloads – giving you the power dramatically improve your citizens’ experiences. Download it for free here.

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Peter Lundqvist

Peter Lundqvist

Chief Marketing Officer.

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