How Hospital Picaso increased outpatient feedback responses by 30% and reduced no-shows

At a glance

| Field | Details | |---|---| | Customer | Hospital Picaso | | Customer type | Hospital | | Region | Malaysia | | Specialty | Multi-Specialty Hospital | | Primary outcome | +30% outpatient feedback responses | | Channel(s) | Chat Apps | | Bot MD AI Agent(s) | Survey Agent, Scheduling Agent, Marketing Agent |

The challenge

• Manual reminders and surveys placed a heavy burden on staff.
• Survey response rates were low.
• Last-minute cancellations left appointment slots unused.
• The hospital had limited ability to run targeted engagement campaigns without increasing administrative effort.

The Bot MD workflow

• Sent appointment reminders and feedback surveys directly through chat apps.
• Automated cancellation management so slots could be reassigned more quickly.
• Enabled targeted health campaigns to reach more patients with relevant messages.
• Reduced manual work while improving visibility into patient feedback and appointment adherence.

Results

+30% outpatient feedback responses

• 30% increase in outpatient survey responses.
• 7% increase in inpatient survey completion.
• Fewer no-shows through automated reminders and engagement.
• Higher operational efficiency and productivity from reduced manual follow-up.

Why it worked

The workflow worked because Bot MD automated the moments that usually fall through the cracks: reminders, feedback requests, cancellations, and follow-up campaigns. The hospital could engage more patients without adding more manual work.

Customer quote

Bot MD has transformed one of our biggest operational challenges into a powerful growth driver. By automating patient engagement, we have boosted survey response rates, reduced no-shows, and maximized the use of cancelled slots. These improvements have directly strengthened patient retention and enhanced revenue capture. Today, Bot MD is an indispensable part of how we deliver high-quality, patient-centered care at scale.

— Nurzulhairizat, Director of Operations, Hospital Picaso

Related Bot MD AI Agents

• Survey Agent
• Scheduling Agent
• Marketing Agent

CTA

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PATIENT ENGAGEMENT · Hospital · Chat Apps

+30%
outpatient feedback responses

Hospital Picaso
Bot MD helped Hospital Picaso automate reminders, patient feedback surveys, cancellation workflows, and targeted health campaigns — increasing outpatient feedback responses while improving appointment adherence.

Tags: Survey Agent, Scheduling Agent, Marketing Agent

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FAQ

What workflow did Bot MD automate for Hospital Picaso?

Bot MD automated patient engagement workflows using Survey Agent, Scheduling Agent, Marketing Agent across Chat Apps.

What result did Hospital Picaso achieve?

The key outcome was +30% outpatient feedback responses.

Can this workflow be adapted for other hospitals or clinics?

Yes. The same workflow pattern can be adapted for similar healthcare teams that need to automate patient engagement, booking, education, surveys, monitoring, or follow-up through chat apps.