Transforming patient engagement through data-led decisions with Zoho Survey

Imagine being hit by the pandemic on one side and having a growing customer base to take care of on the other. Well, this was exactly the scenario facing Sharon Hanley and her team at Hanley Consulting. Their team was encountering roadblocks while trying to diversify their services. That's when they stumbled upon Zoho Survey, a simple tool which made life easier and allowed them to navigate the challenging times.

Hanley Consulting is a leading healthcare service firm based in Hertfordshire, UK that focuses on transforming healthcare through technology. Its services range from digital booking platforms to telemedicine. In healthcare, it's crucial to get relevant data from physicians and patients in order to develop a holistic work environment and build long-lasting relationships.

Although Hanley has been in business since 2009, it was in 2020, during the COVID-19 pandemic, that an acute need arose for a simple yet feature-driven survey tool. Zoho Survey came to the rescue and proved it was essential in measuring patient and staff engagement, which consequently led to better data-led decisions for Hanley's clients and partners.

What makes Zoho Survey absolutely engaging is its ease of use. Ellyn Gattlin, the patient engagement lead at Hanley Consulting, now finds it nearly effortless to build surveys with Zoho survey, thanks to the well-labelled question types and the drag & drop feature. Another aspect that stands out is the branding and theme options available in Zoho Survey.

"It's brilliant because you can brand it, which is particularly important with the NHS; we need that for trust," Gattlin said. "People need to know it's coming from their practice."

However, what stood out most was the logic that could be tied to each question type. This way, just one survey was required to interact with multiple audiences and offer multiple logical paths based on their responses.

Once the responses were collected, Zoho Survey's reports generated reliable insights based on quantifiable data. Moreover, it was effortless to filter and pull specific information according to the needs of the team. Hanley Consulting also found it beneficial to run trend reports, which help to give deep insights like assessing the customer experience over time. It's very convenient for their team to take actions based on these survey results, like sending personalized emails via Zoho CRM, which gives a very hands-off interactive experience.

Hanley consulting continues to be a satisfied customer of Zoho Survey. With a one-stop solution for capturing patient feedback, they're set up to continue growing their business and handle whatever challenges they face next.