1. About Landseed International Hospital
Landseed International Hospital is a landmark smart healthcare institution in Taiwan, having worked in recent years to advance digital transformation and paperless processes, with service reaching Taoyuan International Airport and high-speed rail medical stations. As the healthcare landscape changes rapidly, Landseed established a Digital Development Department in 2023 to strengthen its smart healthcare positioning, which led to its partnership with SurveyCake, bringing digital surveys into departments across the hospital as a digital tool for improving patient experience and process efficiency.
2. Landseed's Challenges and Digital Transformation Goals
Units across Landseed use SurveyCake in a wide range of scenarios, including customer surveys, marketing promotion, event registration management, and training (such as aptitude tests and exams). Since adopting SurveyCake, Landseed has built more than 1,000 forms and collected over 60,000 responses.
This time, the SurveyCake editorial team visited Landseed to take a deep look at the three major challenges it faced before adopting a smart system:
- Challenge 1: Paper-based customer feedback surveys had a low response rate and a high error rate
- Challenge 2: No way to catch negative patient feedback in real time and address patient concerns promptly
- Challenge 3: Building digital surveys depended on the IT team, with high development cost and difficulty making changes
After adopting SurveyCake, Landseed not only resolved all three challenges, but also successfully improved the patient visit experience while raising internal operational efficiency. Let's take a look at how SurveyCake helped drive Landseed's digital transformation.
3. Landseed x SurveyCake: Three Digital Healthcare Solutions
Here are the three digital healthcare solutions Landseed built with SurveyCake, showing how a mid-to-large hospital uses digital surveys to quickly raise internal operational efficiency and patient satisfaction.
✦ 1. A Full Upgrade to Patient Management: A Response System with High Response Rates and Low Administrative Burden
In the past, feedback surveys at clinics and the health check center were all answered on paper, collected by nursing stations, and then manually entered into the system by the person in charge.
Because manual, paper-based work took so long, only one area's feedback survey could be completed per quarter, failing to reflect patient opinions in time and missing opportunities to improve medical service. After adopting SurveyCake, Landseed switched to sending online surveys weekly via EDM and SMS, collecting public feedback far more promptly. Online surveys remove the pressure of answering on the spot, helping collect more genuine feedback, and can also connect to CRM and HIS systems, saving staff the burden of manually importing data.
Results after Landseed adopted SurveyCake:
✦ 2. Building a Trigger for Smart Healthcare Processes: Negative Feedback Alerts, Responding to Key Messages in Real Time
Landseed applies digitalization not only to doctor-patient communication, but also connects its internal staff LINE Official Account to the SurveyCake system, achieving precise, segmented communication.
This account currently pushes important training and internal survey information to hospital staff. Combined with SurveyCake's built-in tagging feature, the responsible unit can more clearly understand each colleague's preferences and push events to the staff who need them.
Going forward, Landseed also plans to connect its customer service LINE Official Account and CRM system to SurveyCake's negative feedback alerts, so that when a satisfaction score falls below a certain threshold, the system sends a message alerting the designated customer service staff or unit manager, helping Landseed respond to negative feedback in real time, building a flexible, rapidly optimized customer management system that effectively pools resources to raise the quality of medical service.
✦ 3. Ready-to-Use Medical Survey Templates: An Easy Interface, No More Begging IT for Changes
"In the past, building a survey at the hospital depended on the IT team to build it from scratch. After adopting SurveyCake, we can apply a variety of templates directly, helping the hospital deliver genuine digital empowerment," shared Landseed International Healthcare Group Chief Digital Officer Tsai Yi-chang.
Beyond saving staff communication time and the IT department's cost of building surveys, SurveyCake's hundreds of ready-to-use templates and AI-powered survey generation help busy medical teams skip learning to build a professional survey from scratch, and instead devote their energy to delivering quality medical care to the public.
4. Results: SurveyCake as an Accelerator for Paperless, Automated Processes
Landseed continues to advance its paperless policy, planning to digitally transform its administrative forms. It has recently identified around 400 paper forms, and expects that converting them into SurveyCake online surveys will help the hospital realize a smart hospital culture of employee-led, automated processes.
"SurveyCake is the digital transformation partner that even a busy medical team can get up to speed with quickly and see results from right away.". Hsu Wei-lun, Director of Landseed's Digital Development Department
Let SurveyCake Digitally Empower Your Medical Team, Delivering Smart Healthcare That Truly Understands the Public
After adopting SurveyCake, Landseed has set up customer feedback surveys across every area of the hospital, sending them to health check and clinic visitors via EDM and SMS, helping raise the response rate by nearly 2x. Going forward, it plans to combine its LINE Official Account with SurveyCake's negative feedback alerts to build a customer experience system that responds to the public in real time.
Build Your Smart Healthcare Digital Process with SurveyCake
SurveyCake ENTERPRISE is a survey solution built for enterprises, helping healthcare institutions deliver digital transformation across customer feedback, internal communication, event management, and training, turning a survey from a mere data collection tool into a genuine engine that drives decisions and optimizes experience.
Want to learn more about digital applications in healthcare? Fill out the form to contact us, and let SurveyCake be your key partner in transforming toward smart healthcare.
