Patient Experience in Healthcare

Enhancing the patient experience in healthcare

Harness the power of conversation intelligence with CallMiner Eureka to better understand your patients’ experiences – and how you can improve them.

The key to more satisfying patient experiences in healthcare

For patients in healthcare settings today, expectations are higher than ever. Patients know they can easily switch to another provider if not satisfied with their experience. While this makes it harder for some healthcare organizations to keep patients, it opens the door for others to acquire and retain more patients by adopting a laser focus on delivering exceptional experiences.

To improve the patient experience in healthcare settings, savvy organizations seek intelligence from the conversations that patients have with contact center agents. These interactions are full of information about patients’ needs, desires, opinions, and feelings about their healthcare journey. By automating the collection and analysis of interactions, organizations can glean insight into the concrete steps they can take to improve the patient experience in their healthcare journey.

CallMiner Eureka can help. As the global leader in conversation intelligence, we offer the most comprehensive platform for analyzing patient interactions across all channels, delivering the actionable intelligence organizations need to drive improvement in patient healthcare experiences.

The Forrester Wave™: Conversation Intelligence for Customer Service, Q3, 2023

Practical steps for improving the patient experience in healthcare

Capturing, analyzing, and scoring patient interactions with call center agents supports several strategies for improving patient experiences.

The unsolicited feedback provided in conversations between patients and contact center agents provides a far deeper understanding of the patient experience than relying on surveys or other sample-based evaluation methods. Organizations can identify the drivers of patient contact and proactively uncover issues that can be addressed to deliver a better patient healthcare experience.

For revenue cycle management (RCM) teams, conversation intelligence can help to identify confusion and friction in the billing process, providing a roadmap for improvements that can enhance patient billing experiences, improve payment outcomes, and increase satisfaction.

Conversation intelligence can improve the performance of contact center agents by providing real-time automated scoring and next-best-action guidance that can lead to better call outcomes. Conversation intelligence can even help agents effectively identify at-risk medical situations and escalate patient calls to the appropriate healthcare practitioner.

The CallMiner Eureka conversation intelligence platform

CallMiner Eureka is the most comprehensive platform for analyzing interactions with patients via phone, chat, email, SMS, social media, web, and other channels. With innovation developed through mining billions of hours of customer conversations, our platform delivers the intelligence that healthcare organizations rely on to drive business improvement and enhance digital patient experiences by connecting the dots between insight and action.

For organizations focused on improving patient satisfaction in healthcare, CallMiner makes it easy to capture, transcribe, categorize, and score every interaction with patients on every channel. By analyzing both voice and text-based interactions at the deepest level, CallMiner Eureka uncovers insights that deliver significant benefits for the patient experience in healthcare settings. With CallMiner, healthcare organizations can:

• Gain insights that improve patient satisfaction with scheduling, billing, insurance matters, getting answers to questions, and other matters related to their healthcare journey.

• Reduce HIPAA compliance risk by automatically redacting sensitive information while preserving the insights needed to drive improved experiences.

• Enhance operational efficiency by automatically monitoring and analyzing all interactions to gain a better understanding of drivers of wait times, billing issues, and other factors that impact the patient experience in healthcare.

Technology for improving the patient experience in healthcare

The Eureka platform offers a comprehensive set of tools that enable you to:

• Analyze conversations with root cause analysis to discover what matters most to your patients throughout their healthcare journey. Our platform accurately scores performance, interprets nuance, identifies emotions, and tracks patterns to shed light on ways to improve the patient experience, increase patient satisfaction, and implement healthcare call center best practices.

• Automatically alert supervisors and agents when a patient needs immediate medical attention, escalating calls to the appropriate healthcare provider. Eureka can also offer next-best-action guidance to turn around negative customer experiences and minimize the risk of churn, fines, or legal action.

• Create a culture of persistent improvement in the medical or insurance call center with technology that makes it easy for supervisors to monitor and optimize agent performance at scale.

• Explore conversation intelligence data with intuitive, easy-to-use interfaces. Eureka empowers users to explore data visually with graphics and presentations that show the big picture while making it possible to drill down into the details of individual agents, customers, and workflows.

• Capture speaker-separated audio for more accurate analysis. Our platform enables high-fidelity, speaker-separated audio to be accurately transcribed and redacted in real time.

• Automatically redact personally identifiable information and sensitive numeric data. Eureka ensures the privacy of patients and compliance with regulations like HIPAA by identifying and redacting sensitive data from audio and text-based interactions.

Why choose CallMiner?

As the global leader in conversation intelligence that drives business performance improvement, CallMiner is trusted by many of the world’s leading organizations across industries that include healthcare, retail, financial services, insurance, travel, hospitality, and more. Our platform analyzes interactions at the deepest levels, interpreting nuance and pinpointing patterns that identify new areas of opportunity.

The CallMiner Eureka platform provides:__ __ • Faster speed to improvement. AI-driven search features, unmatched accuracy, and real-time and post-call analytics help businesses take swift action.

• A clearer view of the most important details. CallMiner analyzes 100% of customer interactions, revealing insight by accurately autoscoring, correlating across multiple channels, and categorizing for ease, effectiveness, and emotion.

• A commitment to success. CallMiner provides a dedicated support team for each account, and our active customer community is an outstanding source of crowdsourced innovation.

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Frequently asked questions.

The patient experience is usually defined as the sum of a patient’s interactions with a healthcare organization. These may include everything from communication around scheduling appointments, billing, and managing prescriptions to doctor visits, hospital stays, outpatient tests, and follow-up communication about a plan of care. As the healthcare industry has become more competitive and as patients exercise greater choice in providers, many healthcare organizations have focused on improving the patient experience in healthcare settings to better attract and retain patients.

To improve the patient experience, healthcare organizations must first understand how patients feel about their interactions throughout their medical journey and how those interactions can be enhanced. A medical or insurance call center is typically the best place to capture this information, as this is where patients are most likely to share their opinions and articulate their needs.

Conversation intelligence is a technology that uses AI and machine learning to understand the meaning of interactions with patients as well as the emotion driving their communication. Conversation intelligence platforms can capture, transcribe, categorize, and score every interaction across every channel – including voice-based interactions with contact center agents and text-based communications in email, chat, SMS, social media, web, and other channels. By transforming the unstructured information in these interactions into structured data, conversation intelligence technology delivers insight into the needs, wants, opinions, and feelings of patients, allowing organizations to take concrete steps to improve the patient experience in healthcare interactions.


This is the number one thing we wanted; something automated to understand the patient experience in a faster and more accurate way. Before CallMiner, we were doing patient surveys and manual quality assessments, and that just doesn’t offer the same level of actionable insights.

Sabine Harrison

Contact Center Director, Kelsey-Seybold Clinic