Hospital Network Patient Helpdesk Achieves 4.7 CSAT
Centralised patient helpdesk for a 6-hospital network — handling appointments, queries, and post-discharge follow-up across voice and WhatsApp.
The Challenge
A 6-hospital network handling 4,200 OPD appointments per day was experiencing 28% no-show rates, fragmented appointment booking across hospital-level call centres, and no systematic post-discharge follow-up — resulting in care gaps, poor patient experience, and underutilised OPD capacity.
Our Approach
Consolidated appointment booking across all 6 hospitals into a single centralised helpdesk — single number, consistent experience.
Implemented a 3-touch appointment reminder programme: call 48 hours prior, WhatsApp 24 hours prior, SMS 2 hours prior.
Built a post-discharge follow-up programme: structured call within 48 hours covering medication adherence, follow-up appointment scheduling, and symptom monitoring.
Deployed a patient FAQ knowledge base aligned to each hospital's specialties, consultants, and procedures — enabling agents to handle 92% of queries without clinical escalation.
Tracked average wait time, abandonment rate, no-show rate, and patient CSAT weekly with the network's COO.
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