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HealthHub Enhancements Make for a Better User Experience, Say Customer Survey Results

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Over the last year, HealthHub has made several upgrades to its website’s self-serve experience for patients who want to rent bedside services or get customer support.

As a result, we’ve seen an uptick in usage and a positive impact on our customer survey satisfaction results.

Here is a summary of what we’ve done and the results we’ve seen:

“ConnectMyBed” Enhancements

HealthHub has introduced a better experience on our ConnectMyBed page. These changes allow patients to:

  • Access expanded self-service tools directly on HealthHub’s website, including an enhanced “rent now” feature with the option to search using a bed locator or an interactive map
  • Enjoy a customized rental experience from the hospital bedside
  • Use these features from any device, including mobile and desktop, and in both English and French

“Contact Us” Enhancements

We’ve also improved our Contact Us page experience by introducing a series of interactive questions. These enhancements help users:

  • Get answers to specific questions, easily and intuitively
  • Reduce the need to call customer support, saving time and providing 24/7 support
  • Enjoy a self-directed experience, getting to success faster and with more autonomy

The Outcome? A Better Customer Experience

To measure our progress, HealthHub uses a customer satisfaction survey on an ongoing basis.

Over the past several months, the results of the survey have been positive.

Here are a few highlights:

  • 74% of patients are accessing rentals and services online
  • Patients activate rentals or request service in under 2 minutes
  • The overall satisfaction rate is averaging at 80.3% in 2022

Of note, the majority of customers surveyed rated 4-stars or higher in the following:

  • 78% rated 4-stars or higher for rental experience
  • 80% rated 4-stars or higher for quick time to order

These trends are reflected in recent reviews:

“I was so impressed with HealthHub and the rep… I found the whole experience to be outstanding. This experience will not be forgotten.” – Google Reviewer

“What a wonderful experience during such a horrible time. My dad had surgery and because of COVID, no visitors were allowed… Thank you HealthHub for being so efficient during this time. You had a positive impact on my dad’s recovery and gave my family peace of mind as we couldn’t be there for him.” – Google Reviewer

At HealthHub, we remain a committed partner to hospitals, patients and their families by providing integrated technology at the bedside. By investing in the right health technology, together we can build a healthcare system for today and the future.

Refund Policy

Rental orders with HealthHub Patient Engagement Solutions are refundable within the following guidelines:

  • Days that have been paid for (paid days1 ), but cannot be used due to a service interruption3 caused by a qualified technical issue4 may be refunded at the daily rate.

  • A day is considered used 2 hours after rental start time. Rental start time is defined by the rental order.

  • Any free days2 of rental included in a multi-day rental package cannot be exchanged for money or transferred to another patient.

  • If a refund is processed before all paid days are used, any free days are forfeited.

  • Refunds are processed from the time they are requested, and will not be backdated.

  • Once a service interruption is reported, paid days will be either refunded or added to the rental period (the choice is up to the patient). Free days will be added to the rental period, and cannot be refunded or exchanged for money.

Definitions

1 Paid days = Days of service paid for with your chosen service package. All paid days must be used before the free days in a package begin. There is 1 paid day in the daily package, 5 paid days in the weekly package and 15 paid days in the monthly package. (Please note: some sites may have different rental packages).

2 Free days = Days of service that were gifted to you by HealthHub with your chosen service package. The weekly package includes 2 free days (5 paid days, 2 free days) the monthly includes 15 free days (15 paid days, 15 free days). (Please note: some sites may have different rental packages).

3 Service interruption = Service use disrupted due to a qualified technical issue, or due to being moved to a new room with a missing or damaged HealthHub terminal. (Please note: this policy applies to service delivery problems for which HealthHub is responsible; it does not apply to those for which the hospital is responsible).

4 Qualified technical issue = A technical problem that impacts service delivery or enjoyment of services on your device.
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