20%
increase in the organisation’s Net Promoter Score (NPS) over the past financial year
35%
Patient engagement and significant increase in feedback volume year on year
36
Expanded feedback collection to 36 clinic locations (up from an initial 20)
Enhanced
Internal training programs, informed by patient feedback data and insights
Streamlining feedback with technology
Capitol Health, a leading provider of medical imaging services, operates across multiple states in Australia and focuses on delivering patient-centered care. Its vision is to be the medical imaging specialists of choice, servicing communities with compassion, integrity and precision.
While trading primarily under its flagship brand, Capital Radiology, it also trades as Imaging@Olympic Park, Radiology Tasmania, Fowler Simmons Radiology, Women’s Imaging, Direct Radiology, Future Medical Imaging Group and Lime Avenue Radiology.
With a network of clinic locations spanning states, ensuring consistent patient feedback collection became a growing priority. To align its operations with its patient-centered values, Capitol Health sought to streamline feedback and gather actionable insights to inform continuous improvement activities.
Capitol Health faced challenges with inconsistent feedback collection methods, relying heavily on Google Reviews and paper-based feedback forms. These methods made it difficult to analyse and act on important patient feedback in a timely and efficient manner.
By late 2021, the organisation sought to standardise and formalise its patient feedback program to enhance customer service, clinic operations and improve the patient experience. To achieve these goals, Capitol Health began trialing the HappyOrNot service as part of a broader initiative to better understand and act on patient feedback.
Using data and insights to inform operational improvement
After an initial trial of HappyOrNot in five clinic locations, the value that targeted patient feedback provided, enabled the clinics to improve patient experiences.
Fast forward to 2024 and Capitol Health has implemented HappyOrNot across 36 clinic locations – more than half of its network, using both the HappyOrNot Smiley Kiosks and the HappyOrNot Smiley Digital QR codes, to collect real time patient experience data.
The HappyOrNot feedback data has enabled clinic leaders to access daily, weekly, and monthly reports, empowering them to act on patient feedback promptly. In addition, at an operations level, it has enabled management to focus on key performance metrics and improve the organisation’s overall end-to-end patient experience.
Sueanne Burford, WA State Manager, comments “It has been great to gain more insights with regards to improvement opportunities. Positive patient feedback is also actively shared with our team, supporting our culture of recognition and commitment to service excellence.”
Using Feedback to Enable Growth
Since the partnership with HappyOrNot, patient satisfaction at Capitol Health has improved significantly, reflected in its 20% increase in NPS over the past financial year, placing it well above average for healthcare organisations. Feedback collection expanded from 20 to 36 clinic locations, and the volume of patient feedback grew substantially.
Capitol Health remains committed to a patient-first mindset across its operations. By embedding HappyOrNot feedback data into its training and leadership processes, the company aims to continuously improve patient experience. The feedback data helps Capitol Health identify areas for improvement while also celebrating the strengths of their service, ensuring that both patients and staff have positive experiences, driving patient advocacy and loyalty.
The implementation of HappyOrNot has been transformative for Capitol Health. It has empowered the clinic teams, provided valuable insights for management, and significantly improved patient satisfaction. Capitol Health is well-positioned to maintain its momentum in striving for patient experience excellence.
About Capitol Health
Capitol Health is a national network of 66 community based medical imaging practices, delivering high-quality diagnostic imaging and related services. Its vision is to be the medical imaging specialists of choice, servicing communities with compassion, integrity and precision.
At Capitol Health, people come first. They are patient-centred and community-focused; working as one team to deliver quality health outcomes, always striving for excellence and operating with integrity.
Capitol Health emphasises the importance of listening to patient feedback to ensure continuous improvement and maintain a high standard of care.
While trading primarily under its flagship brand, Capital Radiology, it also trades as Direct Radiology, Imaging@Olympic Park, Fowler Simmons Radiology, Radiology Tasmania, Women’s Imaging, Future Medical Imaging Group and Lime Avenue Radiology.
Read more about Capitol Health’s community of brands:
About Us – Push My Button Australia
Push My Button has been proudly reselling HappyOrNot, the world-leading customer feedback solution, in Australia, New Zealand, and the Pacific for over 11 years.
We are passionate about helping businesses improve customer satisfaction and employee engagement by providing real-time, actionable insights through intuitive HappyOrNot Smiley services. By enabling organisations to track and measure customer happiness effortlessly, we empower them to make informed decisions that drive meaningful change.
With over a decade of experience, we’ve partnered with a wide range of industries—from retail and hospitality to healthcare and transportation—helping them transform customer experiences and improve operational efficiency.
At Push My Button, we believe that great feedback is the foundation of exceptional service, and we’re here to make collecting it as simple and impactful as possible Get in touch at https://www.pushmybutton.com.au/contactus/