Healthcare experience and program feedback
Hospitals do not stop measuring patient experience because they do not care—they stop because the toolchain leaks. Verbatim comments contain PHI-adjacent detail that legal will not let anyone send to a public AI provider, staff burnout stays invisible until resignations spike, and quality committees wait on spreadsheet rebuilds every quarter. Sentink runs patient and staff programs with local AI analysis on infrastructure you control, HCAHPS-style instruments ready to launch, bilingual outreach, and private deployment scoped with your security and compliance teams.
Where this work usually breaks
If these sound familiar, you are in the right place.
- PHI-adjacent verbatims and the public-AI fearFree-text patient comments regularly mention diagnoses, providers, and identifiable detail. Legal will not let you paste them into a public AI provider for theme clustering—so the comments sit unanalyzed in a spreadsheet.
- Compliance blocks ordinary cloud survey toolsTeams want a fast experience survey, but policy forbids patient data outside the hospital network—so work falls back to paper forms and delayed reporting.
- Staff burnout is invisible until turnover spikesAnnual engagement surveys miss the wave. Nurses, technicians, and residents show pre-turnover signals for months before anyone measures—if measurement even reaches deskless shift workers.
- HCAHPS-style reporting runs on spreadsheets and hopeQuality committees need domain scores by unit and physician group. Getting there means one analyst rebuilding pivots every quarter—and no drill-down for service line leaders in between.
Best feature for healthcare
Analyze sensitive comments inside your environment—not outside it
Patient free text often contains sensitive detail. Sentink can run theme analysis and summaries on your private instance so verbatims never go to public AI services. Collect feedback via QR, email, and survey-link sharing over SMS via your own provider after visits, protect small clinical teams with minimum-group thresholds, and give quality committees bilingual readouts—while security and legal keep control of where data lives.
- Local AI theme clustering and summaries inside your dedicated environment
- Short post-visit and post-discharge surveys via email, QR, and SMS link sharing via your provider
- Staff pulses with anonymity thresholds that protect small units
- Private deployment, SSO, and audit logs scoped with security, legal, and IT
- Local AIVerbatims stay on infrastructure you control
- QR + linksReach patients where care actually happens
- PrivateHospital or approved-region deployment options
What teams run here
Industry-specific programs—not a generic checklist copied across pages.
- Patient satisfaction (HCAHPS-style)Post-visit and post-discharge instruments on communication, pain management, medication clarity, and environment—short enough for recovery, structured enough for quality committees.
- Outpatient & specialty clinicsWait time, access, and care-coordination feedback by department, clinic, and physician group with fair sample sizes across sites and service lines.
- Clinical staff engagement & burnout pulseListen to nurses, physicians, and support staff with confidential aggregation, minimum-group thresholds, and shift-aware invitation channels for deskless workers.
- Patient-reported outcomes (PROs)Track symptoms and quality-of-life measures in research and chronic-care programs with longitudinal waves and consistent instruments across sites.
- Wayfinding & digital health UXTest patient portals, telehealth flows, and appointment apps before wide rollout—using your own visitor or patient invitation channels.
- Quality & accreditation evidenceDomain trends and bilingual exports for quality committees and accreditation cycles—without rebuilding pivots every quarter.
What you actually measure
- Experience domain scoresCommunication, pain, medication, environment by unit and physician
- Access & wait timeScheduling, arrival-to-treatment, and throughput perception by clinic
- Staff climateEngagement, safety culture, and burnout indices by shift and department
- Quality themesVerbatim clusters for service recovery priorities without PHI leaving your environment
Proof points you can verify in product
Concrete capabilities—not slideware promises.
- Local AISensitive narrativesTheme clustering on infrastructure you control—no verbatim data sent to public AI providers.
- PrivateGovernance fitDedicated instances, tenant separation, and audit logs scoped with security, legal, and IT.
- SSOControlled accessRole-based access aligned to unit, campus, and program boundaries.
- QR + linksPatient reachBedside, waiting-room, and post-discharge channels that match how care actually happens.
What makes the work easier
- Mobile-first links and QR for bedside, waiting-room kiosk, and post-discharge outreach
- Local AI analysis paths so PHI-adjacent narratives stay inside your environment
- Role-based access aligned to unit, campus, service line, or program boundaries
- Arabic/English instruments for diverse patient populations with fair sample rollups
- Minimum-group thresholds for staff reporting on small clinical teams
- Private deployment on hospital infrastructure, sovereign cloud, or air-gapped where policy requires
End-to-end on one platform
From brief to decision—including buy respondents when your lists cannot fill.
- Scope with legal & securityInstrument, PHI handling, retention, and access model agreed once with legal, IT, and security—reusable across service lines.
- Build HCAHPS-style or PRO instrumentStart from validated templates for patient satisfaction, PROs, or staff climate; adapt wording and language for your population.
- Field via bedside, links, or QRReach patients where they are—bedside tablet, post-discharge survey links shared over SMS via your provider, waiting-room QR, telehealth follow-up email.
- Local AI theme clusteringVerbatim comments cluster into service, communication, medication, and environment themes without leaving your environment.
- Quality committee reportDomain scores by unit, physician group, and service line—ready for quality committee and accreditation cycles.
- Service recovery & actionPush low scores to service-recovery leads via webhooks or your ticketing stack, then re-measure with a follow-up survey to prove the change.
Patient and visitor experience where care happens
Meet patients where they are—survey links shared over SMS via your provider after discharge, bedside tablet for inpatients, waiting-room QR, email after telehealth. Keep surveys short and accessible, with branching by visit type so ED, inpatient, outpatient, and virtual pathways each get a relevant instrument.
- Branch by visit type: ED, inpatient, outpatient, virtual, ambulatory surgery
- Flag low domain scores in dashboards so recovery teams can prioritize follow-up
- Compare sites and service lines with fair sample sizes across simultaneous rollouts
Open text, themes, and risk-aware AI design
Free-text patient comments often contain PHI-adjacent detail—diagnoses, provider names, medication references. Use local analysis paths in your instance so summarization does not require sending verbatims to public AI providers. Legal signs off once; the pattern reuses across every program.
- Theme and sentiment clusters generated inside your environment
- Redaction-friendly export options for research and quality teams
- Trend views when complaint themes spike week over week
Staff voice alongside patient voice
Burnout and staffing gaps show up in both patient comments and employee pulses. Run parallel programs with appropriate anonymity for workforce listening—so understaffing on a specific unit surfaces before it becomes a resignation cluster.
- Minimum-group reporting protects small teams and specialty units
- Shift-aware invitation channels reach deskless clinical staff
- Joint readouts for quality and HR leadership—patient and staff signals side by side
Fit with your governance from day one
Enterprise health deployments are scoped with your security, legal, and IT teams—tenant separation, SSO, data residency, audit logs, and support runbooks all agreed once before launch.
- Dedicated instances in your data center, sovereign cloud, or approved VPC
- Auditable access logs for compliance reviews and accreditation cycles
- Enterprise-gated onboarding for regulated environments where self-serve is not appropriate
Frequently asked questions
How does Sentink handle PHI and verbatim comments that might contain identifiable detail?
Sentink offers a local AI analysis path so theme clustering, sentiment, and summarization run inside your dedicated environment—verbatim comments never leave your VPC or on-prem instance. Combined with role-based access, minimum-group thresholds, and audit logs, this lets legal sign off once and reuse the pattern across every clinical program.
Can Sentink support HCAHPS-style or CAHPS-style instruments?
Yes. Sentink ships with templates modeled on HCAHPS and CAHPS domains—communication with nurses and doctors, responsiveness, pain management, medication clarity, discharge, and environment. Instruments are adaptable to local regulatory requirements and language populations, and rollups map to the domains your quality committee already reports on.
How do you protect small clinical teams in staff pulses?
Set a minimum-group threshold (for example five or seven). Reporting for any slice below that size is suppressed or rolled up automatically, so a four-nurse unit never appears as an identifiable cell—and staff can answer honestly.
Is private deployment mandatory, or can we start on cloud?
You can start on Cloud for programs your policy allows, then move regulated workloads to a dedicated instance in your data center, sovereign cloud, or approved VPC. Feature parity is complete—no downgrade—so the transition is a governance decision, not a product one.
Measure patient and staff experience safely
Start a patient or staff program on Cloud, or talk to us about private deployment and local analysis for sensitive narratives.