The goal of the survey was to find out, among other things, whether our customers are happy with the approach and work carried out by the doctors, medical staff, our call center services, waiting times, the length of the examinations as well the proposed treatment plans. This survey was carried out in all of our branches (Prague 4, Prague 5 and Prague 6).
In the second half of last year, we approached 5,774 respondents and 838 of those completed the survey. The surveyed individuals were not only Czech but also from abroad. From the items which had the most significant impact on the overall satisfaction level, some of the best results involved satisfaction involving the length of the examination (65%) and with the doctors themselves (64%). The good news is that 87% of respondents were satisfied with the waiting times. Only 10% of our customers wait for 15 minutes or more.
The feedback from our clients gained from the survey is very important to us because it leads to improvement in our services – we are currently working on improving our phone line service as well as follow-up care (sending medical results from reports). Based on this, we will optimize processes in our call center and we will ensure that results from medical reports are sent in a timely manner.
We would like to thank all that have participated in the survey.