Overview of the Client and Project:
- Client: Clinia
- Industry: Healthcare Marketing
- Project: Implementation of digital feedback kiosks to enhance patient experience and reputation management for clinics
- Scope: Deployment of iPad kiosks with integrated feedback apps across multiple clinics
- Goal: Improve lead acquisition, online visibility, and customer experience by streamlining feedback collection
Clinia is a forward-thinking healthcare marketing agency dedicated to improving clinic outcomes through enhanced customer experience (CX) marketing. Many clinics struggle with managing their online presence, leading to skewed online reviews that often fail to reflect the true patient experience. Clinia recognized the need to address this gap by providing clinics with tools to capture comprehensive and actionable feedback directly from patients.
Client Needs:
- Effective Feedback Collection: Clinics required a streamlined method to gather patient feedback to improve customer service and manage online reputation.
- Online Visibility: Clinics needed to enhance their online presence and respond to customer comments effectively to attract new patients.
- User-Friendly Tools: The solution had to be aesthetically pleasing and integrate seamlessly into clinic environments while being easy to use and manage.
Solution:
Armodilo partnered with Clinia to provide a robust solution through their freestanding iPad kiosks:
- Streamlined Feedback Collection: Clinia developed a feedback app that allows patients to rate their experience and provide comments on-site. This digital solution replaced the cumbersome paper-and-pen method, making feedback collection more efficient. Simon Bédard, CEO and founder of Clinia, remarked, "Initially, we used paper and a ballot box, which was cumbersome. Moving to an iPad-based system was a game-changer. It allowed us to gather feedback faster and more effectively."
- Attractive Design: Armodilo’s tablet kiosks, featuring premium designs and customizable elements like laser-etched branding and rear banner stands, met Clinia’s aesthetic and functional needs. Bédard added, “We chose Armodilo because of their premium look and solid design. In the healthcare industry, having products that fit visually and integrate into the interior design is crucial.”
- Real-Time Access: The kiosks enabled clinics to receive and address feedback in real time through a private portal, eliminating the need for manual data entry and improving response times. “Armodilo’s kiosks not only look great but are built to last. For us and our clients, they’re an investment in quality and reliability,” said Bédard.
Impact:
- Increased Feedback Volume: The transition from paper to digital kiosks resulted in a substantial increase in feedback collection, providing clinics with more comprehensive data. Bédard noted, “We saw a significant uptick in the volume and quality of feedback, which has been instrumental in helping our clients improve their services.”
- Improved Patient Experience: The streamlined feedback process allowed clinics to address patient concerns promptly and enhance overall service quality. “Clinics are now able to act on feedback quickly, leading to a noticeable improvement in patient satisfaction,” Bédard explained.
- Enhanced Online Reputation: By capturing positive feedback directly and managing concerns internally, clinics could improve their online ratings and attract new patients. “It’s better for the clinic and the patient to have the opportunity to express their frustrations or positive experiences on the way out the door,” Bédard said.
Conclusion:
Clinia’s collaboration with Armodilo has significantly advanced their mission to improve patient feedback and clinic reputation management. The integration of Armodilo’s high-quality, attractive tablet kiosks into Clinia’s feedback system has streamlined the process of collecting and analyzing patient comments, leading to better service delivery and enhanced online presence for clinics. Clinia’s success underscores the value of effective feedback mechanisms in healthcare marketing and the role of reliable technology partners in achieving these goals. As Bédard concluded, “Armodilo’s partnership has been smooth from start to finish, and their support has been invaluable in helping us deliver a high-quality experience to our clients.”
