At Meridian, I led the development and implementation of the Patient Review System (PRS), a program designed to capture and analyze patient feedback to improve the clinical trial experience. The system provided actionable insights that informed patient engagement strategies, optimized operations, and enhanced overall satisfaction.
After Meridian was acquired by Velocity Clinical Research, the program continued and was expanded to include a patient advisory committee. A whitepaper was developed to highlight the program's success and key results, including generating over 9,000 responses in the 18-month pilot phase. The program has since expanded to bring valuable and actionable insights to more than 80 research sites across the U.S. and Europe.
Responses collected from this system contributed to patient experience initiatives as well as website content and SEO initiatives, increased positive online Google reviews by 300%, and contributed to a 500% YoY increase in organic traffic. The system was featured on industry podcasts and in a whitepaper, showcasing its broad impact and scalability within the organization.
The PRS not only improved the patient experience but also aligned with business goals by driving organic growth and enhancing Velocity's online reputation through meaningful and measurable outcomes.
Goals
- Improve patient satisfaction by identifying and addressing root causes of negative experiences
- Increase positive Google and Facebook reviews, enhancing local SEO visibility
- Boost patient referrals, retention, and brand trust
Key Features
- Automated Feedback Collection: After their first visit, patients receive an email with a link to complete a short satisfaction survey.
- Patients can also scan a QR code in the clinic, pre-filling their location details for the survey.
- Incentives for Participation: Patients who provide feedback are entered into a monthly $100 gift card drawing.
- Actionable Insights for Staff: Feedback is shared directly with site staff via email for internal improvements and sharing opportunities.
Outcomes and Impact
- Enhanced social proof through a 300% increase in Google reviews, improving trust and visibility online
- Strengthened patient retention and referrals by addressing negative experiences in real-time
- Created a scalable, user-friendly system that minimizes staff time while maximizing results
Notable Deliverables
- Custom Landing Pages: Survey trigger form for staff, Patient-facing survey, Thank you page encouraging public reviews
- In-Clinic Resources: Posters with QR codes to streamline the survey process.
- Automated Emails: Streamlined communication at every step of the process.
What Made This Project Memorable
The PRS seamlessly integrated patient feedback into Meridian's operations, fostering trust and transparency. Its automation not only saved staff time but also provided a scalable solution for improving the patient experience across 30+ sites, aligning with the organization's mission to enhance care and visibility.
