Market share tells you who chose you. Patients can tell you why.
A sensagram is an AI-moderated, human-guided voice conversation. Patients open a link and talk about why they came to you, what they tell their friends, and what almost sent them elsewhere. You get the language your brand should be built from, traceable to the patient who said it.
“My sister had her son at the hospital fifteen minutes from my house, and she still talks about how nobody came when she hit the call button. So when I got pregnant, I drove forty extra minutes each way for every appointment, just so I wouldn’t be that story.”
AI-moderated follow-up ▸Was there a specific moment that told you the drive was worth it?
“I called at 6 AM in a panic about something probably dumb, and a real person picked up on the second ring and talked me through it. That’s when I knew.”
Sister’s story0:48→Worth the drive1:12→The call got answered2:03
One story a brand campaign can be built from, traceable back to the patient.
The channel you can’t see
Your best marketing happens in other people’s living rooms.
Patients choose on the stories friends and family tell them, and those conversations happen where no dashboard reaches. Sensagrams surface the same stories, at the scale of your patient population, before they harden into reputation.
“My mother-in-law had all three of her kids here, so there was never really a question.”Maternity
“I toured two places and only one of them let me see an actual room, not a brochure room.”Maternity tour
“The valet remembered my car from six weeks earlier. That’s a small thing that isn’t small.”Infusion visits
“I picked this hospital because my neighbor said the lactation consultant gave her a cell number.”Word of mouth
“Parking was free and five minutes from the door, which mattered more than I expected.”Outpatient surgery
“The doctor sat down. Actually sat, in the chair, like she had somewhere to be other than the next room.”First visit
53%
of patients now pick the hospital or health system first, and find the doctor second.1 When they walk away, the top reasons aren’t clinical. They’re human: feeling unheard, feeling dismissed.2
Every conversation is transcribed, human-reviewed, and synthesized, with each finding traceable to the patient who said it. Reviews hear from the angriest and the happiest. Sensagrams hear from the middle, where market share actually moves.
The words your campaigns should borrow
How patients actually describe your maternity unit to a friend, so brand language comes from verbatims, not guesses.
Why patients you should have kept went elsewhere
The reason someone loyal to their own doctor still booked the procedure across town. Claims data shows the leak; patients explain it.
Choice drivers, service line by service line
Maternity, ortho, and oncology patients choose differently, on different timelines, influenced by different people. Run a listening campaign per service line, not one instrument for all of them.
Verbatims that move rooms
Short audio clips and quotes that make a patient’s experience real, for the brand review, the board, and the next creative brief.
Patient & family advisory
Fifteen chairs, backed by a thousand voices.
Your advisory council is fifteen people who can make a weekday afternoon. Your patients are everyone else, too: shift workers, new parents, caregivers stretched thin. Sensagrams bring their voices to the same table.
Open every meeting with the community
The council starts each session with what hundreds of patients said since it last met, then decides what to act on. The council still decides. It just decides with more than the room’s own experience.
Find your next advisor by listening
Some patients speak with the clarity and drive of a natural advocate. Those conversations can be flagged for your team, so recruitment stops depending on a flyer and a wait.
Count the voices that can’t attend
A ten-minute conversation on their own time reaches the patients who will never make a 2pm Tuesday. Their input still counts.
A future advisor, surfacing herself
“The nurses on 4 East saved my mom’s life, twice. I keep telling everybody that. If there’s ever a way for me to give back, count me in. I’d show up anytime if it means somebody else’s mom gets treated the way she was.”
Flagged for the experience team to invite this caregiver for a longer conversation!
The patients who talk about you most
The experiences families never stop telling.
Some patients live with you for weeks, or come back again and again. Get their experience right and they carry your name further than any campaign. Hear it in their words.
Forty-seven days in the NICU: a sensagram
“We had 47 days in there. I learned the security guard by name before I learned some of the doctors’ names, because he saw me every single day at 5 AM with my badge and my pump bag. Nobody warns you that you’ll feel like a visitor in your own kid’s life.”
AI-moderated follow-up ▸You mentioned feeling like a visitor. Was there a moment when that changed, even briefly?
“One night nurse called me at home at 2 AM just to tell me my daughter had opened her eyes and looked around. She didn’t have to do that. I still tell people about her.”
Visitor in your own kid’s life1:22→The 2 AM update call2:41
The referral driver wasn’t survival statistics. It was a voluntary update-call habit, now in onboarding and the tour script.
The first change at home: a sensagram
“The nurse in the hospital made it look so easy, like folding a napkin. Then I got home and it was just me, my kitchen counter, and a mirror at a bad angle, and I sat on the bathroom floor and cried for twenty minutes before I even opened the box.”
AI-moderated follow-up ▸What got you off the floor and through that first change?
“Honestly, my sister. She’d looked up a video linked on the discharge paperwork, and she sat outside the door talking to me the whole time so I wasn’t alone with it.”
First change alone1:05→A person outside the door2:12
The gap wasn’t instruction. It was the first 48 hours home, so a named callback now exists, and the surgery unit’s page says so.
The only door open: a sensagram
“People roll their eyes when they see my name come up again. I can feel it even when nobody says anything. But when my chest gets tight at 11 PM, the ED is the only door that’s open and doesn’t ask me for money first.”
AI-moderated follow-up ▸If there had been another door open at 11 PM that night, what would you have wanted it to look like?
“Somewhere that already knew me. I’m so tired of telling the same story to a new person every time.”
The only door open0:58→Telling the story again2:19
Not a utilization problem, a relationship gap. Patients who felt known called the hospital “mine”, and that word travels in a neighborhood.
Guardrails, explicit and enforced
Consent comes before the campaign.
Disclosed, always
Patients are told they’re speaking with an AI moderator, what it’s for, and how their words will be used. They can skip or stop anytime.
Hard boundaries
The conversation never gives medical advice, and follow-ups stay inside topics your team approves. Distress signals are flagged for human follow-up.
Quotes, under their terms
Every verbatim carries the consent terms the patient agreed to. What can appear in a campaign is governed by those terms, not by what’s convenient.
Questions
Questions marketing teams ask.
Is this another survey?
No. A survey answers the questions you thought to ask. A sensagram is a voice conversation: patients speak in their own words, the AI asks a relevant follow-up within boundaries your team defines, and findings stay traceable to the exact moment a patient said it.
Does this replace our experience-measurement vendor?
No. Keep your instruments and your benchmarks. This is the qualitative layer underneath them: the stories and reasons creating your trend lines.
Can we use what patients say in campaigns?
Only under the consent terms each patient agreed to.
What about PHI?
We execute a BAA before any PHI flows, everything is encrypted in transit and at rest, and your system owns the data.
Hear why patients choose you.
We’re piloting with a select group of health systems. Request a walkthrough and we’ll run a live AI-moderated patient conversation with you, end to end.