What challenges did Medicana Health Group face before AI implementation?

Patient feedback was fragmented across SMS, QR codes, email, the website, call centers, review platforms, and in-person offices. Manual consolidation slowed reporting, reduced visibility, and increased the risk of errors. Off-the-shelf solutions could not accommodate Medicana’s highly customized department-specific workflows.

What was the impact of the AI solution?

Consolidated report preparation time dropped from four to five hours with 17 employees to around 30 minutes. Case resolution time improved by 50%. The platform enabled real-time access to a single source of truth across all hospitals and departments. The organization gained cross-hospital collaboration and faster decision-making.

Source

MicrosoftProductionEvidence: Medium65/100

Medicana builds bespoke patient experience platform on Microsoft Power Platform with Copilot Studio

Use case typeCustomer experience analyticsUpdated Jul 11, 2025

Medicana Health Group, a 19-hospital healthcare organization in Turkey, unified fragmented patient feedback and operational data into a single patient experience platform. The organization built the platform on Microsoft Power Platform with Power Automate, Canvas Apps, Dataverse, custom connectors, and Microsoft Copilot Studio to automate categorization and routing of feedback. The solution improved reporting speed, case resolution, and cross-hospital collaboration while giving staff real-time access to a single source of truth.

Organization: Medicana Health Group
Industry: Healthcare
Location: Turkey
Published: July 2025

Reported outcomes

85-90%

report preparation timeTime & speed

−50%case resolution time

Strategic outcomes

Speed & agilityEnabled real-time reporting and faster decisionsEcosystem & partnershipsImproved cross-hospital collaborationCustomer experience & trustCreated a unified patient experience operating model

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Report preparation time: 85-90% decrease

Microsoft Customer StoriesJul 11, 2025Customer storyExplicit claimMedium evidence strength

the same process was completed in around 30 minutes (an 85–90% improvement)

Normalized claim

Case resolution time: 50% decrease

Microsoft Customer StoriesJul 11, 2025Customer storyExplicit claimMedium evidence strength

the time it took to solve a case improved by 50%

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Medicana Health Group
Provider: Microsoft
Maturity: Production
Linked source: Microsoft Customer Stories

Medicana Health Group, a 19-hospital healthcare organization in Turkey, unified fragmented patient feedback and operational data into a single patient experience platform

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Customer experience analytics
2Case management
3Workflow automation

Patient feedback was fragmented across SMS, QR codes, email, the website, call centers, review platforms, and in-person offices.
Manual consolidation slowed reporting, reduced visibility, and increased the risk of errors.
Off-the-shelf solutions could not accommodate Medicana’s highly customized department-specific workflows.

Built a unified Patient Experience Platform on Microsoft Power Platform.
Used Power Automate for workflow automation and Canvas Apps for a bespoke user experience.
Integrated multiple sources through Dataverse Web APIs and custom connectors.
Used Microsoft Copilot Studio to automatically categorize incoming feedback and route cases to the right team.
Used Microsoft 365 and intranet-based access plus role-based workflow controls to support adoption and governance.

Technologies

Microsoft Power Platform Power Automate Power Apps Dataverse Copilot Studio Microsoft 365 Dynamics 365 Finance and Operations

Consolidated report preparation time dropped from four to five hours with 17 employees to around 30 minutes.
Case resolution time improved by 50%.
The platform enabled real-time access to a single source of truth across all hospitals and departments.
The organization gained cross-hospital collaboration and faster decision-making.

Architecture

Medicana built a bespoke patient experience platform on Microsoft Power Platform. Power Automate handled workflow automation, Canvas Apps provided a custom front end, Dataverse Web APIs and custom connectors integrated eight internal and third-party systems, and Microsoft Copilot Studio categorized and routed patient feedback. The solution also used Microsoft 365/intranet access and role-based controls to support usage across hospitals.

Sources & evidence1

Evidence: Medium65/100Evidence strength