Patient Feedback & Reputation · A LeapHealth Solution

Every experience captured. Every complaint closed.

NPS at every touchpoint. Complaints with TAT timers. Google reviews from happy patients. The full reputation loop in one platform.

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See it in action

Feedback captured at every touchpoint.

Trusted by India's most ambitious healthcare teams
DPDPA-aligned · ISO 27001 certified · Patient data hosted in AWS Mumbai
The problem

What hospital quality teams fight today.

Three patterns we see across patient experience operations.

01

Feedback collected, never acted on.

Survey filled, sits in a spreadsheet. Quality team reviews quarterly. Detractors discovered after they've already left a Google review.

02

Complaints sit on coordinator desks.

Complaint received Monday, escalated Friday, addressed Tuesday. Patient already on Twitter by Wednesday.

03

Negative reviews surprise leadership.

CXO sees Google rating drop on Monday morning standup. Team scrambles to find the post, the patient, the context.

The LeapHealth approach

Four capabilities, one closed loop.

Every comment tracked from capture to resolution.

Closed-loop NPS.

OPD, IPD, billing, recall — patients prompted on the channel they prefer. Detractors escalated, action assigned.

Powered by Reflex

Complaints on the clock.

Department → zone → regional escalation, on the SLAs you set. Every complaint TAT-tracked, every breach surfaced.

Powered by Reflex · Compliance AI

AI complaint classification.

Topic, severity, root cause auto-tagged. Pattern recognition surfaces systemic issues across branches and specialties.

Powered by Reputation AI

Promoters drive Google.

Review prompts go to happy patients only. Detractors get a private resolution path — not a 1-star public review.

Powered by Reflex
Before vs After

What changes between survey and resolution.

Before LeapHealth
With LeapHealth
Feedback collected, analysed quarterly.
Real-time NPS dashboards. Action triggered the moment feedback arrives.
Complaints escalate by email — chain of CCs.
SLA timers, auto-escalation department → zone → regional → CXO.
Bad reviews discovered after they're public on Google.
Negative review intercepted before posting. Resolution path opened.
Customer outcome

What hospitals see in nine months.

3.6 → 4.5
Google rating
8% → 41%
NPS response rate (email → WhatsApp)
92%
Complaints resolved within SLA

Our Google rating moved from 3.6 to 4.5 in nine months. Detractors no longer slip past us — every one gets a phone call within the SLA.

Quality Head · Apex Hospitals Group
What powers this solution

Built on Reflex and three AI agents.

Product
Reflex

Reputation & feedback engine. The full closed loop.

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AI Agent
Reputation AI

Auto-classifies feedback by topic, severity, root cause.

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AI Agent
Care Manager AI

Owns complaint follow-up threads until each issue is resolved within SLA.

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AI Agent
Opportunity AI

Voice-of-customer analysis from call recordings.

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Get in touch

Pricing tailored to your hospital chain.

HealthPro and the AI agents adapt to your channel mix and branch count. We deliver category-leading pricing with transparent line items. Tell us what you need; our team responds within one business day.

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One-business-day response
No per-message charges
Volume tiers for chains
Real call, real numbers
FAQ

Common questions before a demo.

How does the SLA escalation work?
You set TAT per severity (P0 = 1 hour, P3 = 24 hours, etc.) and the escalation chain (department → zone → regional → CXO). System tracks every complaint against its SLA, alerts on breach, notifies the next level automatically.
How do you decide who gets a Google review prompt?
Only patients who score 9 or 10 on NPS. Detractors and passives get a resolution form instead. Thresholds configurable per branch and specialty.
What about negative reviews already on Google?
Reflex pulls in existing reviews and flags 1-3 star ones for proactive outreach. Your team sees them in the same inbox as fresh feedback.
Can we customise feedback questions per specialty?
Yes. Define question templates per touchpoint and per specialty. Cardiology, IVF, dental — each gets its own question set.
How long does Reflex take to implement?
2-3 weeks. Includes survey template configuration, channel onboarding (WhatsApp Business), SLA setup, escalation chain mapping, team training.

See feedback close in real time.

A 20-minute walkthrough. Real complaint, real escalation, real Google review prompt. No slideware.

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