Arsano Medical Group brings a growth-oriented approach to private healthcare in the region. For each new clinic added to its portfolio, the group focuses on raising service standards, streamlining operations, and building a consistent, patient-centered experience across all touchpoints.
Their partnership with InsiderCX has supported this mission by turning feedback into a powerful, everyday tool for quality improvement.
Their challenges
When Arsano Medical Group was formed, it brought together several well-established clinics under one umbrella — but without a unified system for measuring patient satisfaction. Each clinic had its own, internal work scheme, and there was no group-wide method to collect, analyze, or act on patient feedback.
Only one location was using feedback surveys — and these were paper forms — but the volume of responses was low and the insights limited. This made it difficult for the management team to get a clear, consistent view of patient experience across all facilities.
As the group expanded, so did the complexity of operations, making it even more important to monitor quality and identify pain points early. The lack of structured data impacted daily decision-making on-site, but also posed a challenge in communicating service quality to investors.
For a fast-growing group with high standards and ambitious goals, relying on sporadic or anecdotal feedback simply wasn’t enough.
The solution in the form of InsiderCX automations
To address the feedback gap and bring consistency across locations, Arsano Medical Group implemented InsiderCX as a group-wide patient experience platform. Automated surveys are now sent via SMS after their visit, which has increased response volume and provided a steady stream of real-time insights — across all clinics and services.
The platform also introduced structured reporting and alerting mechanisms. Negative feedback is flagged instantly through detractor alerts, triggering a dedicated ticketing system that helps managers follow up quickly and resolve issues on a case-by-case basis.
In parallel, quality reports are automatically generated and shared with stakeholders, making it easier to track trends and benchmark clinics against each other.
Crucially, InsiderCX wasn’t just adopted at the top — we’re now embedded into daily routines across the organization. From the group board to individual clinic managers, each team member was onboarded and trained to interpret and act on feedback.
The management team now has full visibility across locations, while clinic teams are empowered to take initiative based on highly specific and timely data.
Impact and results
With InsiderCX fully integrated across its network, Arsano Medical Group has built a feedback engine that delivers both scale and substance. In just a short period, the team received 6,200+ detailed responses, each providing valuable insight into how patients experience care.
Even more impressively, 3,294 open-text comments gave the group a direct line to what patients truly value, notice, or expect.
This volume of structured feedback has had a ripple effect far beyond internal reporting. Actively engaging patients and encouraging them to share their voice has led to a dramatic shift in online visibility and reputation:
- One of the Arsano locations, the Aviva polyclinic, went from a monthly average of 15 Google reviews to 63.
- Similarly, Arithera clinic saw an increase from 2 reviews per month up to 24 on average, marking an increase of around 1250%.
- Average star ratings improved by 9.2%, with top-performing locations seeing up to a 15% boost — which we’re interpreting as a clear sign that patients are not only more willing to speak up, but are also recognizing the positive changes in their experience.
- To be specific, both Aviva and Arithera were at 3.9 prior implementation, and are currently sitting at 4.3 and 4.5, respectively.
From board-level reporting to clinic-level action, feedback has become a daily driver of quality and a public reflection of the care Arsano delivers.
Why feedback systems matter for medical groups
Maintaining a consistent, high-quality patient experience across locations of a fast-growing group is no small feat. Operational complexity increases, patient expectations evolve, and leadership teams need clear, actionable insights to guide both strategy and day-to-day decisions.
This is where structured feedback systems like InsiderCX play a critical role. Embedding real-time feedback into the core of their operations enables medical groups to:
- Standardize quality monitoring across all clinics, regardless of size or specialization.
- Identify pain points early, preferably before they become recurring issues.
- Empower local teams to act on patient insights and improve autonomously.
- Benchmark performance between locations and track improvements over time.
- Strengthen investor confidence with consistent, data-backed reporting.
- Boost online visibility and reputation, with happier patients more likely to leave reviews.
In short, turning feedback into a strategic asset helps medical groups stay connected to what matters most — patient experience and satisfaction — while driving sustainable growth.
InsiderCX makes it easy to roll out a group-wide feedback system that delivers both depth and scale. From onboarding to daily use, our platform is designed to fit seamlessly into healthcare operations — so teams can focus on listening, learning, and improving.
InsiderCX has been the catalyst for advancing several core areas of our operations — from patient communication and service quality monitoring to internal alignment and strategic reporting. The volume and quality of feedback has exceeded our expectations, and it has provided the tools to understand our patients better, respond faster, and make more informed decisions at every level of the organization.
