The network wanted to hear the authentic voice of its patients and act on it. Feedback arrived through 80,000 annual surveys, its website and social media, far more than any team could read and categorise by hand.
What we built- Generative AI reads every survey comment, web review and social post and extracts themes, sentiment and preferences.
- Insights are routed to the services and sites they concern through automated workflows.
- Dashboards track sentiment over time and link it to the improvements made.
- Customer satisfaction scores rose by two points in the first six months.
- Direct complaints from patients fell by 30%.
- Service improvements now start from what patients actually say.