Case Study: Patient Survey and Experience Research for a Healthcare Provider

In November 2025, BCC Telemarketing partnered with a private healthcare group that operated several specialist treatment centres across the United States. The organisation had experienced significant growth over the previous two years and wanted to gain a clearer understanding of how patients perceived their services, from the first enquiry through to post-treatment care.

While the clinics already collected feedback through online forms, response rates were relatively low and the provider felt they were missing valuable insights from patients who might not take the time to complete digital surveys. They wanted a more personal and structured way to gather feedback that could help improve both operational processes and the overall patient experience.

The healthcare group approached BCC to conduct a patient experience research programme, designed to speak directly with patients who had recently attended consultations or completed treatments.

Launching the Patient Feedback Programme

BCC began the project in November 2025, contacting patients who had visited the clinics during the previous few months. Calls were carefully structured to ensure conversations remained respectful, professional and sensitive to the healthcare environment.

During each call, BCC agents asked patients about their experience with several stages of the care journey. This included how easy it was to book appointments, how clearly information had been communicated before their visit, and how satisfied they were with the care received during their consultation or treatment.

Patients were also invited to share open feedback about what the clinics did well and where improvements could be made. Many patients welcomed the opportunity to provide feedback in a conversation rather than through an online form.

Gathering Meaningful Insights

Over the course of the programme, BCC successfully spoke with hundreds of patients, capturing detailed feedback that went far beyond simple satisfaction ratings.

The conversations revealed valuable insights around appointment communication, waiting times and the clarity of pre-appointment information. Several patients also highlighted positive experiences with clinic staff, professionalism and the reassurance they received during consultations.

BCC compiled these insights into structured reports for the healthcare provider, allowing senior management to identify recurring themes and areas where small operational improvements could significantly enhance the patient journey.

Improving the Patient Experience

By the end of December 2025, the healthcare group had gained a much clearer understanding of how patients experienced their services. The findings helped inform updates to appointment communications, improvements to patient information materials and adjustments to scheduling processes at several clinics.

For healthcare organisations focused on delivering high quality care, understanding the patient perspective is essential. Through structured patient research and direct conversations, BCC helped this provider gather meaningful feedback that supported continuous improvement and a stronger overall patient experience.