Patient Satisfaction Survey
An encrypted patient satisfaction survey for healthcare clinics — NPS, service ratings, staff, communication and open feedback, all secured end-to-end.
Swiss hospitals report PREM scores and accreditation bodies expect documented improvement cycles, so most clinics end up measuring satisfaction whether or not they wanted to. The question that decides whether the exercise is worth anything is not which score you collect — it is whether a low score tells you which part of the visit to go and look at.
What the survey covers
- Net Promoter Score (likelihood to recommend)
- Ratings for wait time, staff, communication and overall care
- Whether the patient's concern was fully addressed
- Type of visit (for segmentation)
- Open comments for qualitative insight
The patient journey, stage by stage
Each stage fails differently, and each failure is owned by a different part of the clinic. That is why a single overall score is not actionable on its own:
| Stage | What a low score points at |
|---|---|
| Booking | Phone availability, confirmation messages, online scheduling that does not work on a phone |
| Arrival and waiting | Check-in flow and the honesty of the wait estimate, more often than the wait itself |
| Clinical consultation | Time pressure — whether the patient felt heard, not whether the medicine was right |
| Communication | Discharge instructions and follow-up clarity, the most common source of a complaint days later |
| Overall / NPS | Price, access or a single memorable moment, when the sub-scores are all fine |
Encrypted by default
Patient feedback may include health-related information. End-to-end encryption ensures responses are visible only to your organisation, not to the platform provider or anyone in transit.
NPS is a tracking number, not a diagnosis
Healthcare NPS typically lands between 30 and 70, and above 50 is generally read as strong. Those benchmarks are worth less than they look. Case mix, the type of visit and even the channel you send the survey through move the number enough that comparing your clinic to a published figure is mostly noise.
The number is useful compared against itself: your own score, same question, same timing, quarter over quarter. A trend is evidence. A single quarter's absolute value is a talking point.
Closing the loop is the whole point
The failure mode of satisfaction surveys is not low response rates — it is collecting responses and doing nothing visible with them. Patients notice, staff notice faster, and the second round of a survey nobody acted on gets a materially worse response rate. Before sending the first one, decide who reads the results, how often, and what threshold triggers a change. A survey with no owner is a survey that quietly erodes the trust it was meant to measure.
Re-identification risk in a small clinic
This template does not ask for a name, so responses are anonymous by default — but anonymous is not the same as unidentifiable. A comment mentioning a specific procedure, from a clinic that performs three of them a week, narrows the author considerably. Where the comment also carries health detail, it becomes special-category data under GDPR Article 9 regardless of the missing name field. Review results in aggregate, resist the urge to match a comment to a patient, and set a retention limit rather than keeping every comment indefinitely.
When to send it
Use this template
Copy it into your dashboard — the NPS question, journey ratings and open comment field are already in place.
Add your clinic's own dimensions
Specialty-specific questions such as procedure clarity or discharge instructions belong here; keep the total under two minutes.
Trigger it the same day
Response rates peak within hours of the visit. An SMS on the afternoon of the appointment consistently beats a considered email later in the week.
Questions clinics ask
How short is short enough?
Under two minutes. Beyond that, completion falls and the people who persist are systematically not representative — you end up over-hearing from the very satisfied and the very angry, which is the one distribution that cannot guide a decision.
Can we identify which staff member a complaint refers to?
Often you could, and it is usually the wrong use of the data. Feedback gathered under a promise of anonymity and then used in an individual performance conversation is the fastest way to lose staff cooperation with the whole exercise. Use it to find patterns; use other instruments to manage individuals.
Is feedback data encrypted?
Yes. Every response is encrypted in the patient's browser before submission, and your organisation holds the only key that opens it — the platform cannot read the results it stores.
See our use case for healthcare practices, our guide to form analytics without tracking, and our comparison of privacy-compliant survey tools.