1. About Tungs' Taichung MetroHarbor Hospital
Tungs' Taichung MetroHarbor Hospital, formally the Tungs' Taichung MetroHarbor Hospital Medical Corporation, upholds a service philosophy of "respecting life, promoting health," placing patient needs at the core and steadily developing into a regional teaching hospital in Taichung with international-standard medical care.
The hospital operates two campuses, Wuqi and Shalu, offering comprehensive medical services. It has passed JCI international medical quality accreditation six times in a row and earned a 4-star rating in Newsweek's global hospital rankings.
In line with the "Healthy Taiwan" policy vision, the hospital continues to advance smart healthcare and digital transformation, actively bringing digital tools like SurveyCake into departments across the hospital, working to reduce the administrative burden on medical staff and effectively achieve ESG paperless goals.
2. The Hospital's Goals and Challenges
In the past, the hospital relied on Google Forms or paper to handle administrative processes. As the scale of service grew and the need for digital transformation emerged, the limitations of the original tools gradually became a real pain point.
Clinical staff first trialed SurveyCake and gave it high praise, recommending it to the Planning Office for evaluation. After hands-on use, the Planning Office confirmed SurveyCake's data collection capability and interface friendliness, and rolled it out to multiple departments across the hospital. SurveyCake went on to help staff overcome the following transformation challenges one by one.
- Challenge 1: Without a permission management mechanism, work would stall whenever the responsible person was unavailable
- Challenge 2: The health check booking process lacked personalized guidance, greatly increasing the communication burden on frontline staff
- Challenge 3: Illegible paper handwriting and frequent manual entry errors hurt the efficiency of case referral processing
The SurveyCake editorial team visited the hospital to interview Planning Office Director Huang Jing-ying and Community Health Services Director Hsu Fang-chi, sharing from the frontline staff's perspective how SurveyCake continues to advance the hospital's efficiency and service.
3. The Hospital x SurveyCake: Three Digital Healthcare Solutions
Permission Dashboard Makes Data Management More Transparent: An Easy Interface Keeps Decision-Makers Informed
The Planning Office uses SurveyCake across a wide range of scenarios day to day, including internal and external event registration, satisfaction surveys, and even flexibly for staff voting in the hospital's singing contest popularity award.
What impressed Planning Office Director Huang Jing-ying most is that SurveyCake's member and group permission mechanism matches the hospital's organizational structure. With other tools in the past, account and survey permissions were often locked to one specific person. If that person took leave, colleagues and managers couldn't access the dashboard or respond promptly to a superior's question, causing work to stall.
"Now, if a superior suddenly asks about the progress of an event, even if the person in charge is out, a manager can immediately look it up and report back. The workflow never gets stuck," Director Huang said.
Planning Office staff also praised SurveyCake's friendly interface and flexible, layerable logic settings, which mean survey design is no longer a skill exclusive to IT or digital departments, but a digital tool every staff member can quickly pick up.
Results: Dashboard permissions match the organizational structure, so managers can access data promptly even when the responsible person is on leave; the interface is intuitive and friendly enough for non-technical staff to design surveys independently, lowering communication costs; applied across event registration, satisfaction surveys, voting, and other diverse scenarios, with templates available to apply.
Skip Logic Makes Health Check Booking Smarter: Personalized Guidance Saves 60% of Processing Time
The Community Health Services department currently applies SurveyCake to two main scenarios: health check booking and case referral data collection. The health check booking survey integrates a pre-screening medical history questionnaire, letting the survey act as a personalized health education assistant the moment a resident fills it out.
The clever part is that SurveyCake's skip logic guides residents through the questions. Community Health Services Director Hsu Fang-chi said: "With Google Forms in the past, every question showed regardless. Residents often saw guidance that had nothing to do with their own situation, which caused confusion and led them to call in with questions anyway."
After adopting SurveyCake, the survey triggers the right reminder based on what a resident answers. For example, only residents who check a history of high blood pressure see a prompt to bring past medical records; if they have no such history, that question is automatically hidden. Using SurveyCake's logic settings dramatically improves the flow of the response experience for residents, and has also saved frontline staff nearly 60% of the time they used to spend answering questions by phone, freeing them to focus on higher-value case work.
Director Hsu also shared: "After adopting SurveyCake, our team no longer needs to repeat explanations. Work efficiency has improved noticeably, and everyone can focus more on the case itself."
Results: Skip logic automatically filters and displays personalized reminders relevant to a resident's medical history; a confirmation notice is sent automatically once health check booking is complete, easing resident uncertainty; the proportion of phone inquiries received by frontline staff has dropped significantly, letting them focus on higher-value service.
Digitalizing Over 1,000 Referral Forms: Instant Information Transfer, Delivering on ESG Paperless Goals
In the case referral process, staff used to fill out a paper form and manually pass it to the executing unit. Community Health Services alone uses more than 1,000 referral forms a year, and paper delivery was not only slow, but illegible handwriting and manual entry errors had long been a persistent pain point for administrative staff.
After adopting SurveyCake, referral data is now entered through a survey. Once complete, the system automatically notifies the executing unit by email, and the data can be imported directly, reducing the risk of errors from paper handling and repeated data entry.
This paperless referral process also supports the hospital's ESG goals of reducing paper consumption and administrative waste, while advancing both digital transformation and environmental sustainability.
Results: Referral data transfers instantly, so executing units get case information right away; data accuracy has improved dramatically, eliminating the risk of manual entry errors; the hospital's paperless policy is delivered in practice, aligned with ESG environmental sustainability goals.
4. Results: From One Department to Hospital-Wide Adoption, SurveyCake Becomes Infrastructure for Digital Transformation
In recent years, the hospital has actively pursued digital empowerment for its staff, offering free training courses covering AI tools like ChatGPT and Google Gemini starting in 2025. The hospital hopes that combining SurveyCake with other AI-empowered digital tools will make workflows smoother and more efficient for administrative and medical staff, reduce the operational impact of the low birth rate and labor shortage, and truly realize a smart hospital.
Let SurveyCake Digitally Empower Medical Teams, Freeing Administrative and Medical Staff from Tedious Work
From a spontaneous trial by clinical staff, to formal adoption by the Planning Office, to rollout across multiple departments hospital-wide, SurveyCake has become more than just a survey platform with a great user experience for the hospital. It is an important tool driving the hospital's digital transformation.
Build Your Smart Healthcare Digital Process with SurveyCake
SurveyCake ENTERPRISE offers a medical survey system solution built for enterprises and healthcare institutions, helping hospitals deliver digital transformation across health check booking, case referrals, event management, and staff training.
Whether advancing paperless medical processes, raising administrative efficiency, or improving communication between patients and staff, SurveyCake can be the easiest digital empowerment tool to adopt, turning a survey from a mere data collection tool into a smart engine that genuinely drives decisions and optimizes service processes.
Want to learn more about digital applications in healthcare? Fill out the form to contact us, and let SurveyCake be your key partner on the path to smart healthcare.
