Как собирать обратную связь от пациентов – опыт INVITRO

Андрей Войнов, консультант по маркетингу и управлению клиникой, бывший директор по маркетингу сети INVITRO, поделился с НаПоправку кейсом по получению обратной связи от пациентов. Компании удалось собрать внушительную базу статистики и на ее основе сделать интересные выводы.

Цель

Как и все, мы хотели получить обратную связь от пациентов. В маленьких клиниках, узкоспециализированных центрах и VIP-отделениях эта проблема решается личным контактом и общением персонала с клиентами. Когда людей мало, обратную связь получить легко. У масштабируемого бизнеса с большим потоком клиентов и массовыми услугами, когда каждый клиент – это цифра в таблице, с ней возникают сложности.

Мы хотели получить объективную оценку и выявить скрытые проблемы. К сожалению, в крупной компании персонал как-то инстинктивно пытается спрятать проблемы и не информирует топ-менеджмент о сбоях. Видимо, сотрудники боятся выглядеть некомпетентными или получить наказание. Руководству же важно найти проблемы, исправить и понять, системные они или случайные.

До проекта

До старта проекта компания уже собирала обратную связь через аккаунты в соцсетях, горячую линию, ящики для сбора отзывов. Но эти способы «скидывают» ответственность на пациента: мы дали тебе возможность, если тебе хочется нам что-то сказать, скажи. Довольный пациент никогда не воспользуется этими каналами. Но и недовольный (если нет крайнего возмущения) не позвонит на горячую линию, а просто не вернется в клинику.

Старт проекта

Мы не изобретали велосипед заново, но использовали имеющиеся ресурсы. Большинство клиентов получали результаты анализов на электронную почту. В отличие от информационных и рекламных рассылок эти письма пациенты открывают и внимательно читают. Они имеют фантастическую значимость и не отправляются в спам.

В эти письма с результатами анализов мы добавили ссылку на адаптированную NPS-анкету. Клиент оценивал не весь бренд или клинику, а 10 точек контакта: легко ли было найти информацию на сайте, добраться до лаборатории, найти вход и пр. Всего 10 вопросов и 10 кликов мыши.

Эта ссылка добавлялась в тело каждого письма. Результаты анализа отправлялись отдельным файлом во вложении, а в тексте генеральный директор просил потратить минуту и оценить компанию. Полученные данные собирали и каждую неделю пересылали в соответствующие службы.

Через несколько месяцев получили базу в несколько десятков тысяч ответов, которую можно было анализировать по регионам, динамике, районам, отдельным точкам. Но мы пошли дальше. В еженедельных отчетах выделили самые низкие оценки и начали обзванивать недовольных клиентов. Этот инструмент помогал отрабатывать негативные эмоции по горячим следам и улучшать впечатление. Многие клиенты были приятно удивлены, что компания о них заботится.

Редакция анкеты

Анкета добавлялась в каждое письмо с результатами анализов, но больше никаких рассылок или писем мы не отправляли из уважения к клиенту. Сеть интенсивно росла, выгорания базы мы не опасались. Клиенты обращаются за анализами раз в восемь-девять месяцев, за это время они забывают, отвечали ли на вопросы раньше. Скелет анкеты оставался тем же, благодаря чему мы видели оценки в динамике, после первого обращения и после повторных визитов. Но к нему добавлялись тестовые гипотезы: проверка новых услуг или акций, более узкие вопросы.

В целом оценки оказались высокими: все пункты получили среднюю оценку выше 8 баллов. Тогда мы конкретизировали вопросы и добавили возможность дать развернутый ответ. Столкнулись с сюрпризами: относительно низкую оценку за сервис сформировали не основная услуга или работа персонала, а неудобная зона для надевания бахил: нехватка стульев, жесткий диван. С одной стороны, приятно, что только это не нравилось пациентам. С другой, такие откровения дают простые идеи для развития.

Еще интересный пример. Мы добавили вопрос «Какую услугу вы бы хотели у нас получить, но ее пока нет?». Клиенты написали список редких исследований, которые мы потом вводили. Но еще важнее – пациенты указали множество исследований, которые мы проводили, но на сайте процедуры назывались по-другому. Например, мы проводили «анализ на уровень ХГЧ», а клиенты указывали его как «тест на беременность». Пациенты искали и не находили бытовые названия, то есть компания теряла деньги. Мы переработали справочник исследований и добавили в него эти описательные бытовые названия.

Что можно было изменить

Анкету можно было полностью интегрировать в текст письма, добавлять не ссылку, а сами вопросы. Можно было улучшить usability или добавить вовлекающую геймификацию, это бы увеличило число ответов.

Мы зря не информировали пациентов о изменениях, которые произошли по результатам обратной связи. Стоило делать выборки пациентов с низкими оценками по одной проблеме и информировать их о принятых мерах. Это повысило бы лояльность клиента и увеличило ценность обратной связи, которую он дал. Нет гарантий, что он заметил бы изменение в реальности, но такое письмо повысило бы ценность его мнения и показало, что компания его слышит.

Работа с отзывами

Общее число отзывов на наших и сторонних ресурсах после введения анкеты почти не изменилось. Мы не мотивировали пациентов после заполнения анкеты оставить отзывы в интернете. Я не сторонник кампаний по стимулированию отзывов, особенно для маленьких клиник или мецентров без соответствующих специалистов в отделе маркетинга.

Этот процесс должен быть управляемым, а если мы просим отзывы, мы уже пытаемся им управлять. Сначала стоит продумать мониторинг отзывов, ответы на них, работу с отзовиками, систему поощрения. Это долгая и планомерная работа. Хорошие отзывы пациенты оставляют редко. Мы мониторили отзывы в соцсетях и на отзовиках, обязательно их отрабатывали, сформулировали стандарты ответа, но не все готовы выделить на это ресурсы. 

Как клиникам собирать обратную связь

Первая рекомендация для клиник – создать хоть какую-нибудь форму обратной связи, хоть бумажные анкеты, хоть опросы, хоть таблицы в Excel. Как вариант – можно собирать обратную связь сразу после приема по горячим следам, чтобы потом отдел маркетинга размещал полученные мнения на сайте и в соцсетях. Четко сформулируйте, что вы спрашиваете и зачем, и сделайте опрос удобным для пациента.  

Начать стоит с верхнего уровня (в целом хорошо или плохо), потом конкретные точки контакта, а уже потом идти вглубь и прояснять специфику. Идеально, если эту обратную связь собирает доктор. Через пару дней после приема он звонит, спрашивает о самочувствии и уточняет, все ли понравилось. Но это высший пилотаж, часто достаточно организовать службу заботы о пациентах или посадить дополнительного оператора.

Главное – собирайте обратную связь аккуратно, не обесценивая коммуникацию с клиникой. Для пациента звонок или смс из медцентра, где он лечится, важны, это доверие можно использовать, но нельзя им злоупотреблять.

Вопросы, комментарии и предложения о сотрудничестве вы можете написать Андрею Войнову в Facebook.

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