1. Home
  2. Case Study
  3. Healthscope Used Emotion AI to Achieve a 65% Increase in Patient Trust

Healthscope Used Emotion AI to Achieve a 65% Increase in Patient Trust

To date, over 400,000 surveys from patients have been collected in real-time with almost 50% of all surveys containing a feedback comment. Adoreboard automated insight generation enabling executives to take action more quickly.

Healthscope is one of Australia’s largest private healthcare providers with over 38 hospitals and 5,400 beds nationwide.

Challenge

 To date, over 400,000 surveys from patients have been collected in real-time with almost 50% of all surveys containing a feedback comment.

Manual analysis of responses was extremely time-consuming, lacking depth of understanding and consistency.

Solution

Adoreboard’s predictive insights software delivered a solution that fundamentally upgraded Healthscope’s insights in 3 major ways.

  1. Eliminating manual analysis through advanced text analytics with automatic, exploratory thematic analysis. 
  2. Transitioning from simple sentiment analysis to quantifying the emotional intensity of themes. 
  3. Moving from word cloud summaries of keywords to predictive insight–ordering drivers based on impact on NPS.

The result of the solution is a move from understanding individual patients as a number to understanding patients as people.

Healthscope has been deploying Adoreboard for the past 3 years and has seen a 13.9% increase in NPS as well as a 95% reduction in time consuming, ineffective manual analysis.

Furthermore, it’s empowered frontline workers to lead with empathy by surfacing unknown concerns from patients which have led to new insights and significant operational change.

Why partner with Adoreboard?

Adoreboard offers a new ability to produce more impactful, actionable insights from feedback and create a scalable solution to issues identified.

The numbers speak for themselves ↓

surveys collected per month with 50% comments
8,000
reduction in manual analysis of feedback.
95%
increase in NPS from actions taken.
13.9%

Customer

surveys collected per month with 50% comments
8,000
reduction in manual analysis of feedback.
95%
increase in NPS from actions taken.
13.9%
Industry: Healthcare
Company:  Large
Use Case:  Customer Experience
“Adoreboard gives us that emotional intent from patients so we can prioritise what decisions will improve the patient experience. In this way we go beyond the NPS to focusing on the patient truth and story.”
Anita Hodge
National Manager Patient Reported Experience and Outcomes
Get Your Edge

Book a personalised demo

Discover faster, deeper insights than you've ever had before

More customer success

Adoreboard is an official Qualtrics partner, recognised by Forrester and Gartner

Customer Experience
Previously, it took several people about a week of workshops to get from data to actionable insights. Now, 75% of executive time is saved by providing Adoreboard’s synthesis and Decision Ready Insights directly to the CX teams so they can focus on developing solutions that improve customers’ experience.
Customer Experience
To date, over 400,000 surveys from patients have been collected in real-time with almost 50% of all surveys containing a feedback comment. Adoreboard automated insight generation enabling executives to take action more quickly.
Employee Experience
Allstate used Adoreboard’s journey mapping to understand the drivers of key emotions at various stages of the onboarding process. This enabled them to improve processes, resulting in a 20% decrease on employee onboarding time.