Customer Service & ReportingPurpose
1.2. Enable continuous improvement in medical service, logistics, and customer experience.
1.3. Facilitate regulatory compliance and service quality reporting.
1.4. Identify gaps, training needs, and process optimization areas.
1.5. Provide data for management dashboards and incident follow-up.
Trigger Conditions
2.2. Patient discharge status is updated to "Transport Complete".
2.3. Valid contact details (phone/email) available.
2.4. Time delay buffer (e.g., 30 minutes to 2 hours) post-transport.
2.5. Opt-in/consent for feedback previously obtained.
Platform Variants
• Feature: Send SMS
• Setting: API POST /Messages; configure to send survey invitation to patient/family contact.
3.2. SendGrid
• Feature: SMTP or API email send
• Setting: API POST /mail/send with dynamic survey template.
3.3. SurveyMonkey
• Feature: CollectResponse API
• Setting: API POST /v3/collectors/{collector_id}/responses to initiate custom feedback survey link.
3.4. Typeform
• Feature: Webhook
• Setting: Pass POST survey link, pre-fill with case/patient ID.
3.5. Google Forms
• Feature: Email survey link via Apps Script
• Setting: Trigger on row insert; send pre-filled form link using MailApp.
3.6. Microsoft Power Automate
• Feature: Flow automation
• Setting: Use "Send Email (V2)" with survey link on patient status "Complete".
3.7. Salesforce Service Cloud
• Feature: Workflow Rules & Outbound Message
• Setting: Trigger workflow on status change, integrate with survey platform API.
3.8. HubSpot
• Feature: Workflows
• Setting: Email feedback survey via workflow on deal/ticket status update.
3.9. Airtable Automation
• Feature: Automation triggers
• Setting: On row update (transport complete), trigger email with survey link.
3.10. Mailchimp
• Feature: Transactional Email
• Setting: API POST /messages/send-template using feedback template.
3.11. Zendesk
• Feature: Triggers
• Setting: Trigger survey email after support ticket closure (marking transport complete).
3.12. Zapier
• Feature: Multi-step automation
• Setting: Trigger on Google Sheets update—send survey via chosen app.
3.13. WhatsApp Business API
• Feature: Message template send
• Setting: POST to /v1/messages with survey link template.
3.14. Facebook Messenger API
• Feature: Send message
• Setting: Send survey invitation using /me/messages endpoint.
3.15. Intercom
• Feature: Series Automation
• Setting: Series start point is data event (transport complete), send survey message.
3.16. Freshdesk
• Feature: Automation rule
• Setting: On ticket resolved, trigger workflow to email survey.
3.17. ActiveCampaign
• Feature: Automation
• Setting: Trigger when contact field "transport_complete" is set, email survey link.
3.18. Smartsheet Automation
• Feature: Workflow
• Setting: Row updated trigger; alert with form link sent via email.
3.19. Slack Webhook
• Feature: Incoming Webhook
• Setting: Notify coordination channel or DM with survey invitation and pre-filled form.
3.20. JotForm
• Feature: Webhook
• Setting: Prepopulate and send feedback form; API POST on completion.
Benefits
4.2. Centralized, real-time data collection for quality improvement.
4.3. Maximizes response rates via multi-channel approach.
4.4. Reduces manual effort and administrative delays.
4.5. Supports compliance with healthcare quality standards and reporting.
4.6. Enables root-cause analysis and enhances incident review.
4.7. Fosters customer engagement and service transparency.