From Listening to Action: How Patient Feedback Fuels our Products Innovation
21/04/2025Diogo Sousa is our Senior Product Designer with over 10 years of experience creating user-centered digital solutions.
With a background in Digital Arts and Multimedia, Diogo has built his career in dynamic and creative environments, having worked with several startups where agility, innovation, and user experience were always key.
Throughout his journey, Diogo has explored the balance between aesthetics, functionality, and purpose, believing that design is the bridge between technology and people.
Introducing the Interviewer
Can you tell us about your role and how you engage with patient feedback?
As a Product Designer at Promptly Health, my role involves crafting user experiences that align with users needs. A key part of this is analyzing feedback from Promptly Collect and Promptly Analyse, where we receive real-time insights from users.
I regularly review reports that capture patient sentiment, usability concerns, and feature requests to ensure our platforms remain intuitive and impactful.
What are the main ways we gather feedback from patients on our platforms?
We use a variety of methods, including:
Surveys and questionnaires embedded in our platforms.
User interaction data to understand how patients navigate our tools.
Direct feedback forms for users to share concerns or suggestions.
Patient and clinical teams interviews for deeper qualitative insights.
Support channel
Once Patient´s feedback is collected, how do we analyze and act on it?
We process and categorize feedback based on recurring themes. We prioritize:
Usability issues – If multiple users struggle with a specific feature, we flag it for improvement.
Feature requests – We prioritize the most requested enhancements by assessing their feasibility and relevance. By understanding the needs of patients and professionals, we develop new features that directly address their challenges and expectations.
Patient sentiment – We analyze trends in positive and negative feedback to ensure ongoing improvement.
The data is then shared with our product, design, and development teams to refine the user experience.
🔹Designing for Impact: Empowering Patients and Clinicians Alike
Can you share an example of an improvement we made based on patient feedback?
Absolutely! One key insight from our reports was that patients wanted a simpler way to track their health data trends. Based on this feedback, we redesigned our dashboard with clearer data visualizations and customizable reports, making it more user-friendly and insightful.
For elderly patients, we have also launched our AI-Voice calls to engage directly with patients during the collection process rather than relying solely on SMS or email.
Supporting the clinical team is also a way to improve patient´s health journey and we introduced a classification system (RAG – Red, Amber, Green) to help clinicians easily prioritize patients who had completed their digital assessments. This approach was implemented with one of our NHS Health Board clients and had a remarkable impact on care delivery. By clearly identifying patient needs upfront, the clinical team was able to optimize pre-operative screening, avoiding unnecessary assessments, reducing post-operative risks, and easing the financial strain on the healthcare system.
The results were significant: 88% time saved in the screening process and an estimated £59,000 in savings, all while improving care quality.
How do voice call interactions help us improve our platforms?
Voice calls give us a more personal, real-time understanding of patient experiences. By analyzing call transcripts, we can detect emerging concerns, usability challenges, and specific pain points that may not always be captured in written surveys.
Combining voice data with NLP-powered analysis allows us to turn qualitative feedback into actionable insights more efficiently.
Why is it so important to continuously listen to patients?
Healthcare is personal, and every patient's journey is unique. By continuously listening, we ensure that our solutions truly reflect patient needs, build trust, and drive engagement.
More importantly, it helps us create tools that make a real difference in people's lives.
How do you see patient feedback shaping the future of our platforms?
I see it driving even more personalization and accessibility. Future updates may include AI-driven insights, enhanced patient dashboards, and real-time feedback loops, ensuring we evolve alongside patient expectations.
💡 Curious about how we turn patient insights into real-world impact?
Get in touch with our team or follow us on LinkedIn to stay updated on how Promptly is shaping the future of digital health, one user-centered solution at a time.
