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Patient Experience, CaseImproving the Patient Experience with RateNow: The Case of the Institut Arnault Tzanck
A strategy focused on active listening to drive healthcare quality.
Facing challenges in systematically collecting and analyzing patient feedback, the Institut Arnault Tzanck implemented an advanced patient experience (PX) solution with RateNow. Through personalized SMS surveys, CRM integration, a “Close the Loop” model, and automated reporting, the center enhanced satisfaction tracking and identified specific areas for improvement. The project achieved a 34.8% participation rate and 84.4% promoters among respondents.
Sabah Belhakem, 2025 
3 min 
The Institut Arnault Tzanck, renowned for its excellence in medical and surgical care, embodies innovation in the service of the patient. With specialties such as cardiac surgery and preventive medicine, the institute places personalization and quality at the heart of its mission.
The Challenge: Structuring Patient Listening
Despite its leadership, the Institut faced several challenges:
- Feedback collection was unsystematic and difficult to automate
- Limited visibility over some services
- Lack of data to support strategic decisions based on patients’ real needs
The Solution: A PX Program with RateNow
To overcome these challenges, the Institut Arnault Tzanck partnered with RateNow to implement an innovative patient experience (PX) strategy:
- Personalized SMS surveys focused on care, services, and patient support
- CRM integration to segment patients and personalize follow-up actions
- “Close the Loop” function to quickly contact dissatisfied patients
- Decentralized access allowing local management of feedback
- Automatic weekly and monthly reports to monitor satisfaction in real time
Results: Patient Experience Managed with Precision
The implementation of RateNow delivered key outcomes:
- 34.8% participation rate (2,015 patients surveyed)
- 84.4% promoters among respondents
- Nearly 40% of responses included valuable qualitative comments
- Automated monitoring through detailed reports sent to management
""Being a key player in the healthcare sector means facing challenges to improve the patient experience. RateNow has enabled us to adopt a more reactive approach.” — Anne Belmon, Head of Quality, Project Management and Communication at Institut Arnault Tzanck"
The collaboration with RateNow allowed the Institut Arnault Tzanck to move from partial feedback collection to continuous patient experience management. By combining real-time feedback, qualitative analysis, and personalized actions, the Institut strengthens its commitment to excellence and patient satisfaction.
RateNow: your partner for a modern, agile, and truly patient-centered experience.
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