How One of Chennai’s Leading Fertility Centres Improved NPS to 80% and Resolved Complaints 60% Faster
Published :
Solution: SterloCare Patient Feedback and NPS Management
Results: NPS improved to 80% - Negative feedback resolved 60% faster - Live across 21 units
Who They Are
One of the leading fertility centres in Chennai, with 23 units across South India. 2,000+ families consult every month. Fertility treatment is not a single visit. Patients come back for consultations, tests, procedures and follow-ups over many months. Trust matters at every step. With this many patients across this many units, knowing how each one feels about their experience is hard.
The Problem They Had
They did collect patient feedback, but it was mostly manual and scattered across units. Someone had to gather it, put it together and report it, and by then the moment to act had often passed.
- Feedback was collected and compiled by hand
- Management had no clear picture of overall patient experience
- Recurring complaints were spotted late
- It was hard to see feedback unit by unit and department by department
- Negative feedback took too long to reach the right person and get fixed
- Feedback rarely turned into action
- Happy patients were not being guided to leave a Google review
Leadership could not say where patients were having a bad experience, or whether the changes they made were helping.
How We Solved It
We replaced manual feedback collection with a simple digital process and rolled it out across 21 units. Patients can share their feedback through different digital channels, including QR codes, SMS, and WhatsApp etc, . The feedback goes straight into one system where the team can see it, sort it by unit and department, and act on it.
The Solution
Digitized feedback Patients can share their feedback digitally through multiple access points, including QR codes, feedback links on hospital tablets, SMS, and WhatsApp. They can give an overall rating, provide an NPS score from 0 to 10, and add a comment and the department they are talking about. There are no paper forms and no manual data entry.
NPS tracking
Patients answer one question: “How likely are you to recommend us to a friend or family member?”
- 9 to 10: Promoters, who would recommend you
- 7 to 8: Passives, who are satisfied but not loyal
- 0 to 6: Detractors, who had a poor experience
NPS = % Promoters minus % Detractors
Unit and department view. One overall score does not tell you what to fix. sterloCare shows responses, average ratings, NPS and trends for each unit and department, along with issues that keep coming up, such as waiting time, registration, billing, pharmacy, housekeeping or discharge. Leadership can now ask “which unit, and which part of the journey, is going wrong?” and get an answer. This gives the centre a clear NPS dashboard to understand patient experience across units and departments.
- Faster handling of negative feedback.When a patient gives a low score, it is recorded right away and visible to the concerned team. Nobody waits for a monthly report before they act.
- Google review routing. Patients who had a good experience are guided to leave a review on the centre’s Google Business Profile.
- A simple improvement cycle. Measure NPS, find out why patients gave that score, find the unit or process behind it, fix it, and then check whether the score improved.
The Outcome
With sterloCare live across 21 units, the centre saw two clear results, both averaged across all 21 units:
- NPS improved to 80%
- Negative feedback is resolved 60% faster
Patients now get their concerns looked at while it still matters to them. The team also knows what to fix and can check whether the fix worked.
| Before | After |
|---|---|
| Paper and manual feedback | Digitized feedback (QR-based digital feedback) |
| Scattered data across units | All feedback in one place |
| Issues spotted late | Recurring issues spotted early |
| Slow response to complaints | 60% faster resolution |
| No clear view of patient experience | Clear view for leadership |
| Hard to compare units and departments | Unit and department results |
| Feedback and action not linked | Feedback leads to action |
| No link to Google reviews | Happy patients guided to review |
The centre now has a feedback management system that connects patient feedback, analysis and action in one place.
Who Benefits
Leadership gets one view of patient experience across all units. Quality teams get organised feedback, can spot repeat issues, and see complaints closed faster. Unit and department heads see how their own unit is doing and can track the fixes they make. Patient experience teams collect feedback faster and can follow each concern through to closure. Marketing and reputation teams can see positive feedback and turn more of it into Google reviews.
Results in Numbers
| What we measured | Result |
|---|---|
| Units live on sterloCare | 21 |
| NPS | Improved to 80% |
| Time to resolve negative feedback | 60% faster |
The NPS and resolution figures are averages across all 21 units. Good patient experience is built from many small moments, from booking an appointment to the follow-up after treatment. sterloCare helps the centre hear about those moments, act on them, and see whether things got better. It brings together Patient Feedback Software , NPS tracking and patient experience data so teams can move from collecting feedback to acting on it.
