American Megatrends India has deployed its Feedback Management System (FMS) at all Apollo hospitals in Chennai and in select Apollo hospitals in Kolkata, Bhubaneswar and Ahmedabad. With FMS - a customer experience measurement tool, Apollo has gone paperless to quickly and effectively resolve customer problems and ensure excellence in its customer service management.
Apollo Hospitals Group, an integrated healthcare organization with owned and managed hospitals, diagnostic clinics, dispensing pharmacies and consultancy services, has had a conventional way of getting customer feedback. Apollo’s service excellence team would collect customer feedback in a printed form with many questions. All the data collected would be captured and saved in an excel sheet. This process did not address department-specific or doctor-specific issues.
Understanding the limitations of its existing customer feedback system, Apollo recently partnered with American Megatrends India to go paperless and make efficient use of its manpower. American Megatrends India’s FMS comes with a simple and appealing iPhone/Android application. The feedback collected from inpatient, outpatient, attendees, doctors and other hospital staff on FMS is strategically evaluated. American Megatrends India has customised the FMS solution for Apollo and integrated it with its AIMS (American Megatrends Infrastructure Management Suite) solution that allows the feedback to get escalated to respective departments. The web application of FMS provides dashboards and reports of the collected feedback.