Apollo Hospitals Group, an India-based integrated healthcare organisation, has deployed American Megatrends India’s feedback management system (FMS) at all hospitals in Chennai and in select hospitals in Kolkata, Bhubaneswar and Ahmedabad, India.
Apollo had previously collected customer feedback in a conventional manner – a printed questionnaire and capturing and saving all the collected data in an excel sheet.
However, this manual process failed to address department-specific or doctor-specific issues efficiently.
With this new customer experience measurement tool, which can quickly and effectively resolve customer problems, Apollo can promote paperless management, make efficient use of its manpower and achieve excellence in its customer service management.
The FMS tool is available with a simple iPhone/Android application and through this interface, the feedback is collected from inpatients, outpatients, attendees, doctors and other hospital staff.
As the system is integrated with the hospital’s AIMS (American Megatrends Infrastructure Management Suite), the feedback gets escalated to respective departments.
Additionally, the web application of the FMS provides dashboards and reports of the collected feedback.
Apollo Hospitals chief information officer Arvind Sivaramakrishnan noted that the organisation needed a solution that could capture and strategically analyse the collected feedback and it is glad to have partnered with American Megatrends India.
"The company’s feedback management system has provided a smart and user-friendly solution which has not only helped us in capturing customers’ feedback, but also in effectively engaging with them," Sivaramakrishnan added.
Commenting on the successful deployment of the project, American Megatrends India director and CEO Sridharan Mani said, "This project has set a new benchmark for the customer service excellence in hospitals, in India."