Healthcare Experience,

Your Way 

 

The Patient Experience Program is a digitally enabled Voice of the Customer platform that transforms how healthcare teams engage with patient feedback.
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Why Experience Matters in Healthcare

In the healthcare industry, trust is paramount. From emergency admissions to post-discharge follow-ups, each touchpoint shapes patient perceptions.

Smoke CI empowers healthcare providers to deliver seamless, personalized experiences that adapt to individual needs, fostering trust and confidence. 

 

 Smart. Scalable. No Extra Complexity

  • Simple to use & flexible to roll out

  • Designed for teams who want results, not complexity

  • Built for teams across frontline, digital and operational touchpoints

Choose your solution.

Your solution, your way. Choose what fits, use one module or the whole suite. 

User
Regulatory Confidence

Ensure compliance with HCAPHS, POPIA, and other regulations through patient interactions.

Omnichannel user
Omnichannel Simplicity 

Deliver consistent experiences across in-person, digital, and telephonic channels.

real-time
Real-Time
Recovery

 Identify and address service issues promptly with real-time feedback loops.

Pulse
Emergency Feedback

Gather insights from critical touchpoints to enhance emergency care experiences .

 

Doctors bag
Inpatient Care Insight

Equip staff with actionable data to personalize inpatient interactions effectively.

Feedback
 Post-Discharge Feedback

Capture patient experiences after discharge to inform continuous improvement.

data report
Staff Engagement Metrics

Understand staff perceptions to drive engagement and improve patient care.

Hospital
 Data-Driven Improvements
Analyze feedback to identify trends and implement meaningful changes.

 

Experience Insights that Strengthen Loyalty.

 

Transforming the Patient Voice into Action.

 Transforming the Patient Voice into Action. A major South African healthcare provider needed to move beyond anecdotal feedback. They wanted to hear their patients in real time - and act before concerns became complaints.

 

What Smoke CI did:

  • Implemented real-time, automated surveys at key moments: admission, in-ward care, discharge, pharmacy, and follow-up.
  • Enabled Smart Touch notifications to route urgent issues directly to the right care teams.
  • Rolled out dashboards and reporting tools tailored to each facility for maximum relevance.
  • Integrated patient recognition features to celebrate standout service.

The result:

  • Higher survey response rates and improved patient satisfaction.
  • Faster resolution of concerns and improved follow-through.
  • Increased visibility into trends and risks across care journeys.
  • Stronger culture of accountability and recognition at every level.
  • Real Stories, Real Impact
health