Case 2: Healthcare

A leading healthcare provider offers a wide range of medical services to patients. With an extensive network of medical professionals and facilities, the company's infrastructure is one of the most comprehensive in the healthcare industry. The company also offers an online portal that allows patients to schedule appointments, access medical records, and communicate with healthcare providers.

Situation

The company detected that patients were experiencing high levels of frustration and dissatisfaction when trying to schedule appointments and access medical information. Patients expressed doubts about the value of engaging with the healthcare provider compared to using other medical services.

Impact

The Patient Effort Score (PES) dropped to an all-time low of 3.5. Critical compliance breaches reached 3.2% of daily interactions.

Resolution

The healthcare provider increased the average PES score from 3.5 to 5.7 by combining situational responses, medical information, and knowledge base into a real-time guidance panel.
The company also reduced critical compliance breaches from 3.2% to 0.4%.