RP Sanjiv Goenka Group

Major UK healthcare organization augments patient experience scores by 10%


Our client is a leading medical organization focused on patient recruitment for clinical drug trials in the UK.

They approached Firstsource to help understand the reasons why patients were contacting them and the different types of patients responsible for negative service issues. The client required support in identifying opportunity areas within the customer service environment that could help improve customer experience, increase the appointment rate and reduce the cost-to-serve.

Business challenge

  • Patients failed to answer questionnaires or refused to participate in studies over a call; this was due to lack of information within the questionnaire or due to lack of clarity around the terms and conditions mentioned on the website and the letter sent.
  • Low patient experience scores and compliance scores

Firstsource solution

Customer Intelligence

Our firstCustomer Intelligence (FCI) analytics tool measures customer sentiment, emotions and behaviors across an omni-channel environment. Through FCI, we bring structure to unstructured voice and text-based customer interactions and combine it with existing structured data to arrive at actionable insights. The insights are drawn from an in-depth, real-time analysis of customer engagement on voice and non-voice customer service channels.

Customer communication optimization

We identified the loopholes in the letter that was sent to customers. We gathered that the letter lacked relevant information about clinical trials, and including relevant information in the letter would reduce the number of customers calling and keep them well-informed about clinical trials.

System optimization

We also pinpointed opportunities to improve their existing web chat and website to enhance patient experience and compliance.

Business impact


Increase in appointments via system optimization


Increase in patient experience scores


Increase in contact deflection

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