How Kantonsspital Winterthur raised its ophthalmic clinic NPS from 74 to 83
Kantonsspital Winterthur collects patient and employee feedback continuously on sandsiv+ and routes it to the clinical teams who can act on it, with minimal demand on IT.
Patient-centred care at hospital scale
Digital transformation, patient-centred care and staff wellbeing now sit on the same agenda in healthcare. Kantonsspital Winterthur set out to capture feedback as it happens and turn it into insight its clinical teams could act on.
The hospital treats around 31,000 inpatients and sees more than 340,000 outpatients a year, with over 4,000 staff. At that volume, feedback is only useful if it reaches the right unit quickly.
Real-time feedback for each clinical unit, with little IT effort
Each unit’s team has its own real-time view of feedback, acts on improvements and engages with patients directly. The set-up did not require a lengthy IT project.
Data security was a deciding factor. The platform complies with ISO 27001, and patient and employee information is processed in line with Swiss and international regulation. Hosting is in Switzerland, in high-security data centres.
Patient and staff feedback in one system
sandsiv+ collects, integrates and analyses feedback from patients and employees together. Isolated complaints now add up to visible, systemic issues, and improvements are built to last.
The combined view also shows the link the hospital was looking for. A workforce that feels supported delivers better care, and for the first time both data sets can be read side by side.
“When our employees feel valued and supported, it naturally results in more compassionate care for our patients.”
Nathalie EggenbergHead of Complaints & Surveys, Kantonsspital Winterthur
Measurable results at unit level
In the ophthalmic clinic, the Net Promoter Score rose from 74 in Q2 2024 to over 83 in Q3 2025.
Next, KSW plans to add patient-reported experience measures (PREMs) to understand individual care interactions in more depth.