// Problem
The challenge
The provider wanted real patient experience feedback after every visit but couldn't get reliable response rates from email or paper. Existing voice survey vendors were either too generic or not HIPAA-acceptable.
// Solution
What we built
An outbound calling engine with branching survey logic, DTMF and speech response capture, and HIPAA-compliant storage. Each location's results stream to a dashboard with drill-down by provider, visit type, and date range.
- Quiet hours and per-state regulatory rules
- Live dashboard with response trends
- Automatic escalation for negative responses
- De-identified export for academic review
// Outcome
Results
Response rate landed above 38% — multiple times the prior email-based survey. The clinical leadership team now has weekly real signal on patient experience, surfaced before complaints reach billing.
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