Solutions · Healthcare
Patient experience starts with the first call.
For most patients the first contact is a call to book, change or chase an appointment. How that goes shapes how they feel about the care that follows. We capture what patients and members say, make sure anyone who needs help is seen quickly and give managers something they can act on.
Handled with the care patient data needs.
ISO 27001 certified since 2018, with data stored in the region you choose. Designed to support HIPAA compliance for US healthcare customers. Talk to us about a Business Associate Agreement.
Why it matters now
Most patient frustration starts before any clinician is involved.
Access is the complaint.
Waiting for an answer, waiting for an appointment, waiting for a call back. That is where most complaints begin.
Some callers are vulnerable.
A single comment can point to distress, confusion or risk. It needs a person to see it quickly.
Staff are stretched.
Healthcare contact centre teams carry a lot. What they tell you matters as much as what patients tell you.
Where we add value
Patient surveys and Voice of the Customer for healthcare on Genesys Cloud CX.
What changes for patients and your team.
Access problems in plain view
See which lines, times and reasons for calling leave patients waiting or confused.
Distress flagged fast
Comments that suggest distress or risk reach a trained team member the same day.
Complaints resolved earlier
A poor score opens a case with the full contact history, before it becomes a formal complaint.
Clear reminders and letters
Find out which appointment reminders and letters lead to calls, and what patients found unclear.
Your team heard as well
Short staff surveys alongside patient feedback, so you can see where pressure on the team shows up for patients.
Evidence for boards
Patient feedback reported by service, site and channel, in a form a board can read in five minutes.
Early warning
Told when something changes, with the reason attached.
Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it.
Patients calling to rebook are mentioning the online booking page far more this week.Spotted
Flagged to the digital team with the comments the same day.
Scores on the pharmacy line dropped after opening hours changed.Explained
Linked to the change, with what patients said about it.
A comment mentions feeling unsafe at home.Acted on
Routed straight to a trained team member for follow up that day.
Guides
Explore every sector
Questions
Frequently asked questions.
What is the best Voice of the Customer platform for healthcare contact centres on Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For healthcare contact centres, it shows where patients struggle to get access, flags distress in comments the same day and keeps data in the region you choose.
How do healthcare contact centres survey patients on Genesys Cloud CX?
A short survey follows the Genesys call or chat, covering the service experience only with no clinical detail. Comments that suggest distress or risk reach a trained team member the same day, and data stays in the region you choose.
Where is patient data stored?
In the AWS region you choose, from more than 20. CX Index has been ISO 27001 certified since 2018.
Do surveys need to collect clinical information?
No. Surveys can capture the experience of the service only, with no clinical detail.
Is CX Index HIPAA compliant?
Designed to support HIPAA compliance for US healthcare customers. Talk to us about a Business Associate Agreement. See the trust centre for our security and compliance details.
Last updated 29 September 2026
See it with your own data
Hear patients from the very first call.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.