About Mediplus

Founded in 2019, Mediplus is a private general clinic recognized for high-quality medical care, modern facilities, and advanced technology. As a new-generation healthcare model, Mediplus connects both domestic and international resources to deliver top-tier medical services and help reduce pressure on hospitals. Mediplus is proud to be the first paperless clinic in Vietnam, officially recognized by the Ministry of Information and Communications and the Ministry of Health for implementing electronic medical records, streamlining patient procedures.

Mediplus aims to change the common perception that you should only see a doctor when you are sick. We believe regular health check-ups are an essential habit for maintaining good health and preventing future illnesses.

With Filum.ai, we no longer worry about missing patient feedback. Every response is captured right after the consultation, helping us quickly resolve issues and noticeably improve service quality. It’s a practical tool that keeps us closely connected to each step of the patient care journey.

Nguyen Bich Phuong

CSR Manager

Turning Challenges into Opportunities

Before using Filum, Mediplus faced difficulties measuring patient experience throughout clinic visits. The existing process involved many touchpoints and interactions, making it hard to monitor the patient journey and pinpoint specific issues. To solve this, the Filum team unified patient profiles and worked with Mediplus to design two complete experience journeys, one for doctors and one for patients, based on Mediplus’s feedback.

Mediplus is committed to delivering attentive and caring medical services. They recognized the need for a solution that would help them better understand patient needs and enhance every clinic visit. Choosing Filum’s customer experience management platform was a meaningful step for Mediplus in earning patient trust and delivering outstanding care.

The Filum.ai Solution

In February 2023, Filum began piloting its solution within the Mediplus system. During the rollout, Filum helped integrate with Mediplus’s internal management software and converted hospital data to sync with the Filum platform. Filum also set up automated survey delivery based on custom triggers from Mediplus. After preparing the system, Filum launched real-time post-visit surveys, along with automatic workflows for sending emails and creating service tickets whenever negative feedback was detected.

After nearly two months of testing, the solution went live on April 15, 2023. With Filum’s support, Mediplus has strengthened its ability to provide thoughtful, reliable care and build patient trust at each step.

Surveys are now sent right after patients complete their visits. The main metric is CSAT, or customer satisfaction score. Patients immediately receive a Zalo ZNS notification with their visit information, encouraging them to rate their experience. Filum also deployed a passive listening system that gathers feedback from Google Reviews at the Mediplus site. Insights from both sources are compiled into detailed reports for accurate, professional evaluation.

In just five months, Mediplus collected over 1,193 patient responses, reaching a 7.8 percent response rate. Over 503 service requests have already been resolved to improve patient experience. Filum’s smart reports give Mediplus a clear overview of customer feedback and recommendations for service improvements. Sentiment analysis provides additional guidance for targeted enhancements.

By identifying more than 47,200 patients through phone numbers and email, Mediplus can now segment their customers and offer a more personalized experience. Additionally, to spread awareness of the value of patient experience, Mediplus and Filum held a CXM Workshop where staff from different locations shared ideas and suggestions based on their direct interactions. This workshop supported further improvements across every patient journey.