Diagnovum

Diagnovum is an independent healthcare organisation that relieves general practitioners by providing a wide range of supportive services in West and Central Brabant and Zeeland. With over 170 blood collection locations, they perform around 330,000 blood draws annually, allowing patients to be treated locally. Collaboration with hospitals and laboratories ensures efficient diagnostic care in the community, making healthcare more accessible for many people.

Bjorn Rommens works as a communication advisor at Diagnovum and discovered that this brings its own challenges. He recognizes the importance of gaining insight into how patients experience the services. How can patient satisfaction be efficiently measured at various locations? FourSmileys offered the solution with their innovative feedback systems, allowing Diagnovum to better respond to patient needs and improve the quality of care.

The desire for continuous feedback

The reason for contacting FourSmileys stemmed from the desire to establish a continuous flow of feedback. Previously, we sent out a digital survey each year, alternating between healthcare providers and patients. This resulted in low response rates, particularly among patients, and feedback that often did not represent the actual care experience. We needed a better approach. By chance, I came across a Smiley Terminal at Schiphol, which immediately piqued my interest. Soon after, we connected with FourSmileys, who introduced Diagnovum to the world of feedback.

More than 1,000 responses

After a straightforward implementation and clear guidance, we found the right solution for our organization in collaboration with FourSmileys: the Smiley Terminal. This user-friendly feedback solution rotates between three to four locations, primarily placed in our waiting areas. The system has a small learning curve, and with clear support, the Smiley Terminal and its associated dashboard were set up quickly. Throughout the process, we could always reach out with questions.

After three quarters of trial use, we see clear positive results. Where we previously received only 200 responses through surveys, we now get more than 1,000 answers! And the best part? The feedback now corresponds directly to the moment of service delivery. This not only enables Diagnovum to maintain quality but also to implement timely improvements when necessary. It’s a significant step forward in continually enhancing our care experiences.

The step towards deeper insight

The weekly and monthly reports allow us to respond quickly to the received feedback. However, there was a need for more depth: a smiley provides a good first impression, but what is the reason behind pressing that specific button? During a mid-term evaluation with FourSmileys, we discussed the option of introducing the Smiley Touch, which would provide deeper insights into satisfaction and help us continuously maintain our quality. Within two days, FourSmileys was at our doorstep for the installation.

The scalability of FourSmileys’ feedback solutions allows our organization to quickly respond to current improvement requests. Our current Happy score of 90+ underscores the success of the daily valuable feedback. We look forward to further results from the Smiley Touch, which will provide us with more concrete insights. With the transition to the Smiley Touch, we can collect more targeted feedback and further improve our service.

"Thanks to the feedback solution from FourSmileys, we have increased our feedback response rate among patients from 200 to over 1,000 responses, which helps us better ensure the quality of care," says Bjorn Rommens, Communication Advisor at Diagnovum.