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When AACI surveyors and ISO 7101 auditors assessed Aviva, they noted that feedback was not treated as an administrative add-on, but as a structural component of risk management and improvement. Aviva has now set a new quality benchmark for Croatian private healthcare — one where feedback is not simply collected, but actively shapes the future of care.

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.

Having external partners referring patients to our clinic can be challenging. By utilizing the feedback loop, we can control the quality of both post- and pre-treatment.

Thanks to the automated feedback collection, we can better understand what our patients like, what we are doing well, where we need to provide more information, and what kind of approach they expect from us. This has enabled us to continuously improve our services and — most importantly — provide better care.

Implementing InsiderCX in our quality management process was a great decision, and their team supported us every step of the way. Once implemented, the communication with our clinic managers became more efficient and streamlined because we all had access to the same, real-time insights. It was also interesting to learn more about the preferences of different patient groups and locations.

Using InsiderCX gave us a central overview of the patient experience across 7 locations.