Issues Screening

SmartContact™ helps healthcare systems gain valuable feedback from their outpatients. After an emergency department visit, telehealth conference, office appointment, outpatient procedure, or home health visit, patients are sent an SMS link to a brief survey that checks their wellbeing and service experience.​

Built-in alerts notify staff of urgent issues, and patient responses can be sent in under one minute. This practice facilitates timely complaint resolution, which is the key to loyalty.

Clinical staff receives statistically-valid metrics that include patient experience performance and constructive feedback. Monthly/quarterly reports are pushed to directors to simplify performance reviews and facilitate precision coaching.

SmartContact converts verbatim comments into structured data using sentiment analyses and keyword extraction. This gives providers insight into their strengths and weaknesses in communication, compassion, and (perceived) competence. These "3 Cs" are the basis of patient trust and loyalty.