HubsPlanet Logo
HubsPlanet Logo
← Back to Case Studies
Healthcare

HealthPlus Improves Patient Support with 95% Satisfaction

HealthPlus Clinic

Timeline: 5 weeks
HealthPlus Clinic

Executive Summary

HealthPlus Clinic revolutionized their patient support operations with HubSpot Service Hub, achieving 95% patient satisfaction while handling 3x more inquiries with the same team size.

Key Results

95%

Patient satisfaction score

60%

Reduction in response time

40%

Decrease in support tickets

3.5x

Support team efficiency

70%

Self-service resolution rate

4.8/5

Average support rating

The Challenge

HealthPlus was overwhelmed with patient inquiries across multiple channels and couldn't provide timely, consistent support. Patient satisfaction was declining, and the support team was burning out from the workload.

Key Challenges:

Patient inquiries coming through phone, email, portal, and social media
No unified system to track and manage support tickets
Average response time of 24+ hours causing patient frustration
Support team working overtime to keep up with volume
No knowledge base for common questions and self-service
Inability to measure support quality or patient satisfaction

Our Solution

Implemented HubSpot Service Hub Professional with ticketing system, knowledge base, and automated patient communication workflows. Created omnichannel support system with self-service options.

Ticketing System Setup

Unified all patient inquiries into one organized system

Multi-channel ticket creation (email, chat, phone, form)
Automated ticket routing by inquiry type
Priority-based SLA management
Team workload balancing

Knowledge Base Creation

Built comprehensive self-service resource center

50+ articles covering common patient questions
Video tutorials for portal usage
Searchable FAQ database
Mobile-optimized design

Automation & Workflows

Automated routine communications and follow-ups

Automated appointment reminders
Post-visit satisfaction surveys
Prescription refill workflows
Escalation workflows for urgent issues

Reporting & Quality Assurance

Implemented metrics tracking and quality monitoring

Patient satisfaction (CSAT) tracking
Response time and resolution metrics
Team performance dashboards
Quality assurance workflows

Before & After

Before

satisfaction: 68% patient satisfaction
response Time: 24+ hours average response
tickets: 500 tickets/month
self Service: No self-service options
team Size: 8 support staff (overworked)

After

satisfaction: 95% patient satisfaction
response Time: 4 hours average response
tickets: 300 tickets/month (70% self-served)
self Service: Comprehensive knowledge base
team Size: 8 support staff (balanced workload)

Implementation Timeline

1

Discovery & Planning

Week 1
  • Patient journey mapping
  • Support process documentation
  • HIPAA compliance review
  • Content audit for knowledge base
2

System Setup

Week 2-3
  • Service Hub configuration
  • Ticket pipeline creation
  • Automation workflow setup
  • Integration with patient portal
3

Content Creation

Week 3-4
  • Knowledge base article writing
  • Video tutorial production
  • Email template creation
  • Survey design
4

Training & Launch

Week 4-5
  • Support team training
  • Soft launch with monitoring
  • Patient communication about new system
  • Full launch and optimization

Technologies & Tools

HubSpot Service Hub ProfessionalCustomer Service
Epic EHRHealthcare System Integration
TwilioSMS Communication
ZoomTelehealth Integration
SurveyMonkeyPatient Feedback
Zendesk ChatLive Chat
"HubsPlanet's Service Hub implementation revolutionized our patient support. We can now handle 3x more inquiries with the same team size while maintaining exceptional service quality. Our patients love the new self-service options."
D
Dr. Emily Rodriguez
Operations Director, HealthPlus Clinic

Key Takeaways

Self-service options significantly reduce support ticket volume

Unified ticketing system improves response times and consistency

Patient satisfaction increases when support is fast and accessible

HIPAA compliance can be maintained with proper HubSpot configuration

Ready to Achieve Similar Results?

Let's discuss how we can help your business grow with HubSpot. Book a free consultation today.