Tennessee Oncology

Tennessee Oncology is one of the nation’s largest community-based cancer care providers and a leader in clinical research. Founded in 1976, the practice delivers high-quality diagnostics, treatment, and supportive care across a wide network of community locations. Their multidisciplinary team offers comprehensive diagnostic and treatment services to support patients throughout their cancer journey.

Tennessee Oncology had always delivered high-quality clinical care, but their patient feedback process wasn’t keeping up. Before partnering with RepuGen, they struggled with:

• Inconsistent post-visit feedback collection
• Low and unpredictable survey response rates
• Limited visibility into real-time patient sentiment
• A lack of unified reporting to track engagement trends

With no reliable way to capture consistent feedback, the practice couldn’t fully understand the patient experience or identify opportunities to improve. They needed a solution that would automate survey delivery, boost response rates, and provide actionable insights without adding work for staff.

Tennessee Oncology partnered with RepuGen to create a high-performance, automated feedback ecosystem. The implementation included:

• Automated Survey Delivery to Every Uploaded Patient Every patient uploaded into the system automatically received a satisfaction survey, creating consistent opportunities for engagement.
• Real-Time Sentiment Analysis & Alerts RepuGen analyzed feedback in real time, flagging negative sentiment so the team could act quickly and strengthen patient trust.
• Unified Monthly Reporting for Clear Pattern Tracking Leadership gained visibility into how engagement trends aligned with patient upload volumes, eliminating guesswork.
• Online Review Conversion Lift (Secondary Outcome) Though not the key focus, RepuGen also gently facilitated online review requests, boosting review performance with no added workload.

This system created a frictionless, consistent feedback loop that quickly became a reliable driver of patient engagement.

From the first month of implementation through the full first year, Tennessee Oncology saw a strong and steady rise in patient engagement with RepuGen. Survey conversion rates consistently ranged from 34–35%, significantly outperforming the typical healthcare average benchmark of 20%.

Review conversions averaged 26.3%, reflecting consistently high patient willingness to share their experiences. During this period, patient sentiment remained exceptionally positive at ~97.7%, with negative feedback staying below 3%, underscoring a stable and high-quality care experience.

These improvements were not only immediate but sustained month after month, demonstrating the long-term value and reliability of RepuGen’s automated patient feedback and sentiment analysis system for Tennessee Oncology.

1. Survey Conversion: Tennessee Oncology's Strongest Performance Driver

Survey conversions became the core indicator of patient engagement, and Tennessee Oncology excelled far above the national norm.

Consistently 34%+ Conversion Rate

Across the first year:

• First 6 months average: 34.9%
• Second 6 months average: 34.0%

Even with natural fluctuations in monthly patient uploads, Tennessee Oncology never dropped below 30%.

Early Implementation Stability

An initial shift from 39.5% to 29.9% in the second month reflected a natural adjustment as data uploads stabilized. Even with this early dip, survey engagement remained strong and quickly returned to its consistent 34%+ range, demonstrating the reliability and steady performance of the system.

Key Outcome

Tennessee Oncology consistently engages nearly twice as many patients as the average U.S. healthcare provider.

High survey conversion rates directly reflect:

• Strong patient trust
• High willingness to share feedback
• Effective communication processes
• A smooth, automated system requiring no manual follow-up

2. Patient Sentiment Insights: A Clear Indicator of Quality Care

RepuGen’s sentiment analysis revealed exceptionally positive patient experience patterns:

• Average Positive Sentiment: ~97.7%
• Average Negative Sentiment: ~2.3%

These numbers remained stable month after month, showing:

• Exceptional bedside communication
• Strong trust in the care team
• Consistent emotional comfort during treatment
• A highly satisfied patient population

Even with differences in patient volumes, sentiment remained consistently high, reinforcing the strength of Tennessee Oncology’s care model.

Tennessee Oncology’s performance data reveals clear patterns that highlight the strength of its patient engagement strategy. These insights demonstrate how RepuGen’s automated system not only elevated response rates but also created a consistent, reliable flow of meaningful patient feedback.

• High Engagement = High Trust The consistently strong survey conversion rate signals deep trust in the organization and a willingness to share experiences.
• Stable Sentiment = Consistent Quality of Care High positivity rates reinforced that patients felt supported and valued throughout their care journey.
• Reliable System = Steady Performance Any month-to-month variations corresponded to patient uploads, not engagement issues, proving RepuGen’s reliability and consistency.

Since adopting RepuGen, Tennessee Oncology has achieved:

• Exceptionally strong survey engagement sustained throughout the first year
• Consistently high patient sentiment, holding steady around 97.7% positive
• A streamlined and reliable feedback ecosystem that centralizes patient insights
• Improved patient satisfaction and trust through timely feedback loops
• Strong review conversion performance, even without placing heavy emphasis on review requests

RepuGen has become a core component of Tennessee Oncology’s patient experience strategy, delivering clarity, consistency, and deep insight into what patients value most.

Tennessee Oncology’s results demonstrate the power of structured, automated patient engagement. By prioritizing survey conversions and real-time sentiment insights, the practice created a patient experience foundation that is both measurable and deeply meaningful, setting a new standard for oncology care in the community.