Booking and arrival
Measure how easily people can book, find the right information, and reach the appropriate service point.
Patient experience
Measure patient experience in hospitals
Rihla connects patient and visitor feedback to the stages of their experience, from booking and arrival to reception, service, and departure.
Patient experience
The healthcare experience extends beyond care delivery
Patient experience is shaped by booking, the clarity of information, waiting, communication, and continuity across channels. A general satisfaction question after the visit cannot explain every part of that experience.
Journey-based measurement separates each stage while preserving an integrated view of where difficulties appeared and which themes recur in feedback.
Important parts of the patient experience
Waiting and communication
Understand how waiting time, updates, and communication affect patient and visitor experience.
Journey continuity
Follow the experience from reception to departure and find stages that need better coordination or simplification.
How does Rihla support measurement?
Design measurement around the service experience, connecting every question to the stage the patient has just completed.
- 01
Define the patient journey
Map touchpoints from booking and arrival through reception, service, and departure.
- 02
Choose the appropriate metric
Use CSAT for satisfaction, CES for process ease, and NPS when it suits the measurement goal.
- 03
Collect feedback at the right time
Distribute surveys by link, QR code, or field device near the relevant touchpoint.
- 04
Understand open comments
Analyse text and sentiment to discover recurring themes alongside quantitative metrics.
Questions the measurement can help answer
- Where do patients face difficulty in accessing the service?
- How do waiting and communication affect satisfaction?
- Which themes recur across departments and touchpoints?
Start with one stage of the patient experience
Describe the stage you want to measure, and Rihla will help you prepare a survey suited to its context.