New TeleVox Solution Helps Healthcare Providers Automate Feedback Management

Digital patient technology TeleVox has introduced an automated reputation management solution, which helps hospitals, health systems, and physician practices manage and enhance their online presence effectively.

Patient reviews play a crucial role in shaping both the perception and selection of healthcare providers. Studies have shown that hospital reputation is more important for patients than clinical outcomes, so improving star ratings and receiving recent positive reviews can significantly influence patients' decisions in choosing a particular physician, resulting in increased revenue for the provider.

“Today in healthcare, the patient feedback loop is more important than ever. Adding automated reputation management capabilities to our comprehensive digital front door strategy will help hospitals, health systems, and physician practices improve the patient experience while optimizing revenue opportunities,” said  Chuck Hayes, Vice President of Product Management, TeleVox.

TeleVox's reputation management technology allows healthcare teams to set up automated patient notifications via text and email, seeking feedback on their healthcare experiences. The system then guides patients to share their feedback publicly or alerts providers about responses that require immediate attention. Moreover, the technology leverages natural language processing (NLP) to interpret collected comments and provide sentiment analysis, offering valuable insights to healthcare providers.

Patient ratings are accessible through a user-friendly dashboard that features intuitive reporting functions and trend reports.

Improving patient satisfaction and driving growth  

The comprehensive solution helps healthcare organizations achieve revenue growth through the attraction of new patients and increased patient retention rates. In addition, it allows them to identify areas for improving the patient experience, including tracking Net Promoter Scores (NPS) and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores.

Finally, the solution helps enhance patient satisfaction by addressing their concerns and feedback, leveraging AI-powered analysis for valuable insights.

The integration of TeleVox's automated reputation management with the HouseCalls Pro patient engagement platform eliminates the need for manual outreach and streamlines the evaluation of patient reviews and survey responses. This enables staff to concentrate on improving service recovery opportunities and delivering improved care rather than spending time on manual tasks.