At A&K Global Health, we love to share the smiling faces and grateful voices of our clients describing their successful healthcare experiences. But have you ever wondered how we keep all these patients so well satisfied as we manage their often long, complex treatment journeys?
The answer is straightforward: A&K Global Health’s extraordinarily dedicated and consistent customer service. Just as a surgeon tracks a patient’s vital signs while operating, we keep a “finger” on our patients’ “pulse” with regard to all aspects of their journey – medical, financial, logistical and experiential – throughout the course of their engagement with us. This means tracking the many diverse components of our clients’ experiences, both those that are directly and indirectly managed by A&K Global Health. And we do this through mobile SMS, a method that allows our patients to quickly, conveniently share their frank feedback with us in real time.
The following six questions are texted to A&K Global Health patients as they progress through the different stages of travel and treatment. For example, the first question is sent after a client has arrived at their hotel or hospital accommodation, and the fifth question is sent once medical procedures are complete. A simple numerical response scale is used for each question is: 1=Very Satisfied, 2=Satisfied, 3=Dissatisfied, 4=Very Dissatisfied, and 5=I do not want to participate in this survey. All we ask our patients to do is text back the number that corresponds with their experience for each question.
- How safe and welcome did you feel with the reception of our A&K Global Health team when you arrived in India?
- How satisfied are you with the explanation of the travel process and what to expect at your treatment site?
- How satisfied are you with the accommodations?
- How satisfied are you with the customer service of our A&K Global Health hospitality team?
- How satisfied are you with the care you received from your physician and medical team?
- How satisfied are you with the entire A&K Global Health experience?
We regularly receive high marks in all categories, a testimony to our exceptional airline and travel logistics partners, our outstanding hospital network and our handpicked, hospitable international accommodations. Since initiating these surveys in July 2014, we have received fully 93.7% positive feedback across these six questions – that is, our clients reported being “very satisfied” or “satisfied” in all categories 93.7% of the time. For questions 1, 2, 4 and 6, which exclusively address A&K Global Health performance rather than a combination of our service with that of our partners, we receive even higher ratings from our patients: 94.1% positive responses. And in 10 out of the 20 months over which we have administered these surveys, our clients reported 100% satisfaction with all A&K Global Health-managed elements of their experience. These figures indicate that even if a patient is disappointed by a flight delay, a care provider’s service or a hotel’s amenities, they consistently consider the A&K Global Health-controlled aspects of their journey as the bright spots.
This true story provides an especially memorable example of why A&K Global Health earns such high patient praise. While staying in India to receive a series of medical treatments, one of our clients responded to an SMS survey question late at night with a 4 (“very dissatisfied”). Minutes later, this patient received a knock on his door. He was shocked to discover an A&K Global Health Operations Officer on the other side, eager to immediately and personally solve whatever problem our patient was experiencing – even at the very late hour! Our stunned patient admitted that, in fact, he had simply decided to send a negative response to see whether anyone noticed or cared. With renewed assurance that A&K Global Health not only cared about but highly prioritized his comfort at all times, he and his Operations Officer shared a laugh – and our Operations Officer headed home and back to bed.
Measuring these results to continually improve our service demonstrates A&K Global Health’s devotion to an uncommon quality of client care. And sharing our patients’ feedback with the world on this blog shows the high value we place on transparency in healthcare management. We believe that the greatest potential for positive change, in our organization as well as in the healthcare industry, exists where achievements and challenges alike are openly acknowledged and constructively addressed. That’s a commitment our patients, our partners and all who follow our international activities can count on us to continue to uphold.
A&K Global Health
A&K Global Health is a worldwide leader in realizing transparent, affordable, effective and innovative solutions to complex health challenges. We connect you with the right care for your needs, from coordinating international medical travel to facilitating quality local and regional treatment. We also optimize the impact of health institutions by introducing transparency, control and customization to the medical, financial and experiential aspects of your journey. A&K Global Health is dedicated to empowering you to reach your highest health. Contact us today to learn how we can support you.