This growing healthcare institution is making waves in the industry for its commitment to patient-centric care. Utilizing Feedtrail’s patient experience management platform, the leaders and their team are not only assessing patient satisfaction, but leveraging the gathered insights for real-time service recovery, solidifying their commitment to continuous improvement, strengthening patient trust, and establishing a foundation for delivering superior, patient-focused healthcare experiences.

One of the things that makes this organization different is how they prioritize real-time feedback with a survey that opens the line of communication just five minutes after a patient checks-in. They do this in hopes of resolving any concerns a patient may have before they even leave the facility. Whether addressing billing discrepancies or attending to medical concerns, their responsiveness ensures a seamless and positive patient experience.

It is clear that behind every healthcare service recovery success is a well-trained and empathetic team member. In our short time walking through the facilities, we had the privilege of talking with frontline staff, nurses, and administrators who shared a couple of their experiences. One nursing leader derived an insightful quality improvement, proposing to offer snacks or drinks to patients during instances of provider delays.  This decision was reached through a compilation of reviews and having meaningful discussions with patients on methods to enhance perceived wait times. Another team member told us how they discovered patients became confused when they were going from their exam room to get labs or imaging done.  They were currently trialing a method to reduce confusion and tracking their patient engagement surveys to see if their change was a success.

It was remarkable to see how real-time surveys made action both easy and immediate. Equipping staff with the skills to handle difficult situations ensures that patients not only receive prompt resolution, but also experience compassionate and understanding care throughout the process.

The beauty of this system of service recovery lies in its ability to turn a potentially negative experience into an opportunity for improvement. It’s not just about addressing issues; it’s about learning from them and continuously enhancing our services.

Our visit with this organization was not just a testament to the power of real-time service recovery, but a profound demonstration of their commitment to excellence in patient care. This team has leveraged Feedtrail in a way that elevates service-recovery to a daily workflow that puts patients first. Feedback from patients is woven into the fabric of this organization’s culture and drives real change. Learn how we can support your patient experience improvement goals by talking with one of our experts.

About Nikki Angeli MHA, BSN, RN, CPHQ, CPXP, Patient Experience Strategist:

Nikki Angeli MHA, BSN, RN, CPHQ, CPXP is a seasoned ICU nurse turned dynamic healthcare consultant, with over a decade of diverse experience across various patient care settings, fostering a profound understanding of healthcare intricacies. Holding national certifications in Patient Experience and Healthcare Quality, their commitment remains steadfast in upholding the highest standards of care. As a dedicated lifelong learner, her passion for continuous improvement and innovative approaches aligns seamlessly with a focus on streamlining healthcare processes for optimal efficiency. Bridging the realms of expertise and innovation, her mission is to contribute significantly to the healthcare landscape, ensuring unparalleled patient care.

About Mallory Magelli McKeown, Customer Success:

Meet Mallory Magelli McKeown, a healthcare professional dedicated to improving the patient experience. With a background in roles like chaplain and family advocate, Mallory’s mission is simplifying healthcare for patients and families. From advisory councils to patient advocacy, she amplifies the patient’s voice. At Feedtrail, she redefines the patient-provider relationship, asking vital questions to guide healthcare leaders toward patient-centered changes. Her goal: revolutionizing healthcare by putting patients’ needs first.

Our Feedback Fanatic award recognizes experience champions that are striving to innovate and improve patient and employee experiences, transform culture, and use feedback for positive change. 

Leslie Nestor, Assistant EVMS Medical Group Quality Officer at Eastern Virginia Medical Group (EVMS) makes it a priority for patient feedback to be heard, continually sharing patients’ voices, their experience, and their perception. Leslie focuses on constantly sharing and highlighting the patient perspective institutionally and in individual departments with a commitment to continuous improvement and patient-centered care. Recognizing staff and creating more visibility to patient comments fosters a competitive yet motivating culture. Plans to involve residents in the surveying process will provide valuable learning to create meaningful patient relationships. Overall, the integration of patient feedback is driving positive changes institution-wide at EVMS.

Learn More About How Leslie Nestor Amplifies the Patient Voice in this Q&A:

Q: Can you share how you use patient feedback to inform action?

Leslie: With Feedtrail, our main goal is to understand the patient experience and hear their perspective. We analyze feedback institutionally, highlighting clinicians and staff—such as front desk, receptionists, schedulers, and medical assistants. Each department and the institution publicly showcase positive feedback on plasma screen TVs. This approach has been successful, influencing more patients to leave reviews and showcasing other offerings or departments patients may not be aware of, like physical medicine, where patients are having great experiences. We discuss feedback in every meeting— whether in departmental meetings, safety committees, or quality improvement discussions — addressing issues and highlighting successes. We make it a priority to share patient’s perspectives, the good with the bad.

We heard our phone call system was a bit of a barrier and patients were waiting for extended amounts of time. So we worked with marketing to advertise our Follow My Health platform more so patient can self-schedule their appointments and don’t have to use the phone. We’re using those forms of action to highlight our patients’ feedback.

Q: You’ve been focused on improving care access and getting people in the door. How’s that going?

Leslie: It’s early to tell, but we’re gathering further data. We used CG-CAHPS scores, in-person conversations with patients, and Feedtrail surveys in six departments and results are showing we do have a problem with access to care. And that’s a great way to be able to combine some of those different data points and making sure you’re getting that full picture.

One thing that we’re really super excited about is our no-show survey. We have gotten quite a few responses back from the no-show survey to learn the reason why patients have been unable to attend their appointments, which were primarily transportation, childcare, or they forgot about their appointment.

We addressed the forgetfulness issue by improving phone number accuracy in our system so people would receive phone call reminders. We found we had many wrong numbers due to manual entry errors and implemented a forced field in our EHR that has a 10-digit requirement. We’ve tweaked our messaging to our patients as well. We’re now sending more frequent appointment reminders to our patients. We were sending the first reminder notification five days out, but we found that that wasn’t working. Now patients receive a message at seven days out, then five, then three, and then one day out. We’re still collecting that data to see if that’s going to help us as well. A subcommittee is addressing transportation barriers, exploring insurance benefits for free patient transportation and potential reimbursement for using services like Uber.

Q: How can others effectively share patient experience progress with leadership or broader teams?

Leslie: We make it a priority for our patients’ voice to be heard. We’re consistently advertising our patients voice, their experience, their perception. In every meeting, whether we start or we finish with it, Feedtrail is brought up and we’re sharing patient feedback from our no-show or patient experience surveys. We want everyone to know what our patients are experiencing, what their perspective is. Everyone knows that patient feedback is invaluable and all of our value based care programs have a huge patient experience component. So we know how valuable it is financially if our patients are satisfied, otherwise we’re not going to see the shared savings that we would like to see back.

Q: How are you strengthening your culture of recognition?

Leslie: Recognition occurs at departmental and institutional levels. It’s something that we’re consistently doing. Our Patient Safety and Quality Committee awards breakfast monthly to the department with the highest scores. So that’s been very competitive and we all do have a little bit of a competitive bone in our body. We’re seeing a lot more surveys. I think we’re at 14,000 surveys completed so far, which is a huge number we’re very proud of.

We highlight not just physicians but also ancillary staff like registration and housekeeping, fostering a culture where everyone’s contribution matters. When we see a staff member that is consistently mentioned, such as a medical assistant in psychiatry and a receptionist in gynecology, we make sure everyone in the department knows these people are being consistently mentioned. You know it’s the little things that matter to patients, it’s their smile, the way they interact with them, the time that they’re giving the patient. So we constantly are bringing that up as well.

Q: What’s the impact this visibility across the institution to patient experience numbers has had?

Leslie: You’re solidifying that “why” and they’re very thankful for it, but also now staff is more aware of it. I think they’re more willing to go above and beyond because they want that positive patient feedback. I share patient comments in a Word document and staff and clinicians absolutely love to see how many times their name was mentioned. It definitely boosts morale and, like I said, everyone has this little competitive streak and they want to see their name.

Q: How are you involving residents in the surveying process?

Leslie: We’re super excited about adding residents to this program. Many departments reached out and asked “can the residents be added to the survey?” It’s part of their learning and will prepare them for going out in private practice. They want to know how they’re doing and patient feedback is invaluable.

They want to make sure that they’re building meaningful relationships with their patients, if they’re communicating effectively, and if they have a compassionate experience with their patient, and we were unable to give them that information. Obviously, our residents are very, very intelligent. They know that when patients have a good experience they’re more likely to comply with their care, they have better outcomes. It’s all proven, so we need to make sure that they do have a good experience.

Dermatology will be the first department surveyed, followed by family medicine and other practices. It’s already difficult enough going through medical school, and then your residency and often you only hear from your peers, or your precepting physician, of what you’re not doing correct or maybe what you are doing correct. But then to actually get some patient’s feedback that you made their day, it definitely puts a smile on your face and continues to push you on your journey through residency.

Want to nominate someone for a Feedback Fanatic award? 

Do you know someone who is innovating patient or employee experience, improving culture, and is an all-around fan of using feedback for positive change? Nominate them for a Feedback Fanatic award! We’ll share their story and celebrate their great work, plus send them some Feedback Fanatic goodies!

Healthcare consumerism presents benefits to both sides of the care coin. Patients get the opportunity to influence and review their providers. In turn, providers can draw from this feedback to become more responsive and proactive in how they deliver their services.

But with patient experience still seen as a major challenge for the healthcare industry in 2024, it’s clear the healthcare industry has a long way to go in meeting patients’ consumer-centric expectations of care as well as improvingpatient engagement .

That’s where HealthNet Community Health Centers stands out from the crowd. Feedtrail’s leadership recently co-hosted a Health Data Management webinar with HealthNet’s Chief Business Development Officer, Carrie Bonsack, to share best practices and lessons learned on HealthNet’s own path to satisfying patient needs. Below are three takeaways.

1. Digitize and personalize patient surveys to improve engagement

Patient surveys aren’t new. Healthcare providers have been trying to listen to and engage their patients through post-discharge prompts for over 30 years. But with the rise of increasingly digitized healthcare consumerism, what have changed are patients’ preferred communication channels.

HealthNet used to choose one week a quarter to survey its patients, aiming to get 100 responses from each health center. The surveys were on paper, one-size-fits-all, and generated 1,500 responses — a small fraction of its patient base. Additionally, all this data had to be recorded and manually analyzed before any useful insights could be gleaned to inform decision-making.

After HealthNet noticed how much patients enjoyed interacting with their phones — which sometimes even distracted them during exams — the company realized it had to make the entire process more accessible and personalized to change course. It knew it had to leverage SMS messaging.

HealthNet now sends its patients short, engaging surveys via text. With the help of Feedtrail’s platform, it can customize questions and send the surveys in three languages. HealthNet now receives an impressive 19,000 responses per year — all of which are delivered instantaneously into the hands of care team members who can act on them in real time.

This level of responsiveness on the part of a healthcare organization instills a sense of trust in patients, who see that their providers value their input and are committed to meeting their expectations. It also boosts patient engagement and serves as the foundation of a highly beneficial feedback loop. Moving from generic surveys to those that are more personalized makes it possible for providers to drill down and analyze data by location, service line, or provider. This granularity enables increased visibility into the organization and insight into where and how it can do better — essential factors in an effective patient experience program.

Historically, patient feedback has been limited to data collected after discharge. So, naturally, this can contribute to an uptick in patient engagement further along the patient journey.

However, the most effective patient experience programs focus on engagement starting before visits and continuing until after patients are discharged In a July 2022 Patient Experience Maturity Survey administered across thousands of U.S. healthcare organizations of all sizes, Feedtrail found that 68% of organizations said they need to improve their pre-visit engagement, over a third said they could do better during visits, and only 15% felt their post-discharge surveying was actionable.

Some best practices HealthNet discovered for increasing patient engagement at three distinct points of care include:

Pre-visit: Set expectations

When HealthNet started getting a lot of appointment no-shows, it reached out to its patients to learn why. Was it COVID? Childcare? Transportation barriers? The company found that simple communication before a visit went a long way. For instance, construction going on nearby or a change in the location of an appointment could cause stress on the day of a visit. Discussing factors like these with patients reduced anxiety and helped them feel supported — encouraging them to show up in the right place at the right time.

During the visit: Manage expectations

It’s paramount to ensure that patients feel welcome and accustomed to current processes and procedures. Several Feedtrail customers have found that an SMS welcome message puts patients at ease as soon as they walk through the door, while text correspondences about doctors who might be running behind schedule reduce frustration and increase senses of trust and transparency.

Post-visit: Exceed expectations

Patients often aren’t in the right state of mind to reply to surveys after a procedure or doctor’s visit. That’s why, in addition to personalizing their outreach, healthcare facilities need to extend engagement efforts to families and caregivers, whose feedback is a rich source of insights.

2. Demonstrate the impact of patient experience efforts with numbers and visuals

Ultimately, the key to success for all patient experience programs is the ability to demonstrate impact to providers and boards. This can prove to be a difficult task for some healthcare organizations, but a more–than–worthwhile one. Accenture study from 2016 reported that U.S. hospitals that provide “superior” customer (or patient) experience achieve 50% higher net margins than those delivering a merely “average” experience.

Data visualization is a highly effective tool in these efforts. HealthNet’s board benefited from easy-to-use Feedtrail dashboards that tie patient engagement to hard figures like Net Promoter Scores (NPS). Providers and operational leaders can also use Feedtrail’s platform to connect positive changes in patient sentiment to decreases in burnout and improved retention rates.

One platform to level up your listening capabilities

Establishing an effective, high-performing patient experience program means shifting to a patient-centric listening strategy. That transition is achievable — but not with generic, outdated, post-discharge patient surveys.

Forward-thinking tools like Feedtrail’s XM Platform enable your healthcare workers to engage with patients and their caregivers, understand how they think and feel, and provide them with the right insights to deliver an effective and personalized patient experience across the entire continuum of care.

Establishing an effective, high-performing patient experience program means shifting to a patient-centric listening strategy. That transition is achievable — but not with generic, outdated, post-discharge patient surveys. 

Our Feedback Fanatic award recognizes experience champions that are striving to innovate and improve patient and employee experiences, transform culture, and use feedback for positive change. 

Feedback Fanatic: Debra Rosen, RN, MPH

Director of Quality, Health Equity and Innovation at NEVHC transforms organizational culture through patient feedback and staff recognition.

Debra (Debbie) was able to quickly implement a staff recognition program at Northeast Valley Health Corporation (NEVHC) to share positive patient comments received via Feedtrail directly with staff and providers and reward those with the most kudos.

The recognition program improves staff and provider morale, cultivates a culture of recognition and celebration, and reinforces patient-centric practices across their 18 health centers.

NEVHC patients receive an automated text survey after their visit via Feedtrail asking them to recognize any staff that had a positive impact on their visit and experience.

Staff and providers that receive positive feedback throughout the week are recognized in a “Feedtrail Friday” email sent by the Chief Medical Officer to all employees. The positive comments are attached in a PDF so everyone can see what patients and families are saying.

Monthly they highlight “Feedtrail Friday Frontrunners”- the top performing providers and staff who are recognized by patients four or more times within the month. This group is awarded a “Frontrunner” key tag they can proudly display on their name badge.

In implementing the program, Debbie was able to get leadership buy-in and create visibility across the organization showing the impact of fantastic patient experiences.

Q&A with Debbie Rosen

Ryan Phillips serves as the Customer Success Manager for NEVHC and he sat down with Debbie to discuss how she has worked to transform organizational culture through patient feedback and staff recognition.

Ryan: What would you say was the state of employee recognition before you implemented this recognition program? Where did you start?

Debbie: Before the implementation of this employee recognition program, the state of recognition within our organization was rather scattered.

A decade or more ago, we had a ‘CARE card’ system in place, which functioned as a paper-based submission for patients to submit positive feedback. The ‘CARE cards’ were the reverse of a complaint box, asking ‘who would you like to recognize and what did they do,’ similar to what we’re asking with Feedtrail now.

I was particularly impressed when I witnessed a clinic administrator share the positive feedback from CARE cards during their department meeting. This moment ignited a realization that we needed to automate and streamline this process to capture more recognition and create an effective system.

Ryan: What was the connection between having real-time feedback through Feedtrail and staff recognition? 

Debbie: The connection between real-time feedback and staff recognition is pivotal in our approach.

Feedtrail’s real-time feedback mechanisms allow us to gather insights when they’re fresh on the patient’s mind and they can recall the details of their experience and the specific staff and providers that had a positive impact.

We’re now receiving recognition for ALL our staff members, spanning various departments such as registration, nursing, and more.

Additionally, this program reinforces best practices, such as reminding providers to introduce themselves to patients. After all, patients can’t recognize you if they don’t know your name!

Ryan: How did you decide when to share positive feedback from patients with staff? 

Debbie: We aimed to strike a balance between keeping the feedback fresh and maintaining a consistent level of positive reinforcement.

To achieve this, we initiated a weekly email communication to our staff from the C-Suite, ensuring that the recognition process remained ongoing and dynamic. Simultaneously, we established a monthly leader board that showcases our continual success in staff recognition.

We are actively exploring opportunities for annual recognition events to further highlight our staff’s exceptional contributions.

Ryan: How have you seen this staff recognition program change your organization’s culture? 

Debbie: The impact of our staff recognition program on our organization’s culture has been profound.

Prior to its implementation, staff recognition was infrequent with sporadic acknowledgments. But with the initiation of Feedtrail Fridays, recognition has extended to all staff including educators, dieticians, and clinical staff who are now receiving kudos and positive feedback from patients every week.

Even staff who don’t have the best scores and feedback can leverage this as a learning opportunity and steppingstone to turn things around and implement practices that are working for their peers.

Ryan: What is the most important step in setting up a successful staff recognition program? 

Debbie: Establishing a successful staff recognition program hinges on securing leadership buy-in. Leadership endorsement serves as a powerful signal to the entire organization, underscoring the importance of recognition.

When recognition initiatives are championed from the top, it sends a clear message that our leadership recognizes and values the contributions of our team.

This approach leverages the wealth of positive feedback from patients we’re receiving via Feedtrail surveys and ensures that leadership is actively engaged in sharing and acknowledging staff accomplishments.

Ryan: What plans do you have to continue building out the recognition program? 

Debbie: We are committed to keeping the program fresh by continually trying new things.

For instance, we recently dedicated an entire week exclusively to sharing positive feedback for our non-clinical staff. This initiative aimed to address the observation that these staff members do not receive recognition as frequently.

By diversifying our recognition efforts and embracing new strategies, we aim to create an even more inclusive culture of celebration and appreciation.

Ryan: If you had 15 minutes a week, what would you do to help improve patient experience? 

Debbie: If I only had just 15 minutes each week to improve patient experience, my focus would be on presenting data to our organizational leaders.

Data-driven insights can serve as a catalyst for improvement by providing leaders with a tangible foundation to discuss and act upon. I’d specifically provide data on how much recognition is being captured, and the rate at which it’s being shared across the organization.

By making our organizational focus on patient experience and recognition visible through data, we create a shared sense of purpose and direction, driving continual improvement in our culture.

About Northeast Valley Health Corporation (NEVHC):

NEVHC has 18 health centers in the San Fernando and Santa Clarita valleys and serves the uninsured and the medically underserved patients with limited financial resources. More than 81,000 patients receive medical, dental and behavioral health care at their health centers every year. NEVHC is one of the nation’s largest community health centers.

Want to nominate someone for a Feedback Fanatic award? 

Do you know someone who is innovating patient or employee experience, improving culture, and is an all-around fan of using feedback for positive change? Nominate them for a Feedback Fanatic award! We’ll share their story and celebrate their great work, plus send them some Feedback Fanatic goodies!

 In this FQHC Patient Experience Case Study, we’ll take a look at how some innovative FQHCs are utilizing the Feedtrail XM Platform to maximize their patient outcomes and drive their unique business outcomes.

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The Benefits of Direct Patient Communication for FQHCs

Northeast Valley Health Corporation (NEVHC) is an FQHC with more than a dozen locations in the Los Angeles area. The COVID-19 pandemic hit all healthcare organizations hard, and community health centers such as NEVHC, which depend on grants and federal funding, were affected the most. With 17 locations to manage and align, NEVHC faced the additional burden of finding new ways of communicating with their decentralized and diverse patient population without losing effectiveness. Due to the pandemic restrictions, the usual methods of communication and experience management were no longer working as well as they had.

Read the full case study here.

NEVHC’s pediatric department experienced these issues most acutely. Over the course of 20 days, NEVHC used Feedtrail to send out the ‘Pediatric Text Messaging Project’ – a personalized, direct text message to their pediatric patients (ages 0-17) and their families. This project served dual purposes: first, it allowed NEVHC to open direct lines of communication with a specific, vulnerable patient population; second, the project drove the scheduling of more in-office appointments. 

NEVHC successfully achieved both goals. Not only were pediatric patients and their families made aware that in-person appointments were safe and available, many families took the next step and actually scheduled appointments. The first week resulted in the scheduling of 22 new in-office pediatric appointments — appointments that, without the Pediatric Text Messaging Project, would otherwise have never happened.

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The Benefits of Using XM to Make Informed Business Decisions

Whitman-Walker Health, located in the Washington DC area, is an FQHC that focuses on caring for the LGBTQ+ community. Whitman-Walker wanted to understand how their patient populations would respond to the transition to telehealth. 

As an organization, Whitman-Walker wanted to find a way to further understand patient preferences and utilize them to inform the business decisions around care restructuring. Whitman-Walker used Feedtrail to ask their patients to specify for which types of procedures they were willing to have in-person appointments, and which visits they’d prefer to handle via telehealth.  

Whitman-Walker found that their patient population preferred in-person to telehealth by a 55/45% margin, and that patients were willing to come in to have blood drawn and receive testing, procedures that were priorities for 38% of their customers, whereas other procedures such as dental appointments were a priority for less than 10%. Whitman-Walker was able to make informed decisions around balancing in-person and telehealth visits and offerings, maximizing their resources. 

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The Benefits of Real-Time Patient Feedback for FQHCs

For over thirty years, CareSouth Carolina has been one of the leading FQHCs in the state of South Carolina. CareSouth’s mission is to provide its patient population with healing, caring relationships and experiences – regardless of their individual, personal circumstances. 

For CareSouth, the biggest patient experience challenge they faced was trying to meet The Joint Commission standard of collecting 10 or more feedbacks per provider per month. Ensuring proper feedback collection while attempting to personalize each patient engagement was always a challenge and was extremely time-consuming for their staff. So CareSouth deployed Feedtrail across six of their locations, streamlining their collection of patient feedback data by handing tablets loaded with a survey to patients checking out. This allowed them to not only satisfy their Joint Commission requirements but also drive up their patient engagement and provided them with more actionable feedback than ever before. 

Ultimately, CareSouth Carolina decided to expand their new patient experience strategy by rolling out the Feedtrail solution across all 10 of their outpatient locations and their 6 pharmacy locations. As a result, they are now averaging 700 unique patient feedbacks per month and the organization has retained over $300,000 in revenue from their more streamlined and efficient patient experience process.

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NEVHC, CareSouth, and Whitman-Walker are just a few examples of the patient experience strategies that are being deployed by FQHCs across the country to meet their unique business needs while driving better patient outcomes. Schedule a Feedtrail demo today to learn more about how we can help your organization thrive!

 “Experience management isn’t just about happier patients and staff. It’s about managing both patient and employee experiences in thoughtful, impactful ways. Deliberate, effective experience management can truly make all the difference for FQHCs and community or rural health centers.”

Feedtrail Expands Partnership with CHOC 

Enterprise-wide rollout will include CHOC at Mission Hospital, CHOC Physician Network, and the launch of a reputation management program  

RALEIGH, NC (March 21, 2023) ‒ Feedtrail, the healthcare industry’s leading experience management technology provider, has expanded its partnership with Children’s Hospital of Orange County (CHOC) to be enterprise-wide. The expansion will leverage the patient experience application and the implementation of Feedtrail’s reputation management module and flexible messaging functionality. 

Since the deployment of Feedtrail’s XM platform in February 2022 in three areas of the hospital, CHOC has created more digital “touchpoints” to engage patients and their families and incorporate their voices across the continuum of care. Hospital administrators receive and relay instant, text-based patient and family feedback, personalized to the patient’s unique background and point in their patient journey. In the emergency department, one of the initial focus areas, the organization drastically increased feedback volume and leveraged actionable quantitative and qualitative data to improve their Net Promoter Score (NPS) by an impressive 54 points during the last five months. 

“We have worked with CHOC on a blueprint that should become an industry standard for effectively engaging patients and their families,” said Feedtrail Chief Executive Officer Stephanie Alexander. “The underlying technology will now be used to support clinical morale and retention – an area we and our clients are prioritizing in 2023 – and having CHOC’s trust to expand the platform enterprise-wide is validation of our work together.” 

CHOC will introduce the Feedtrail patient experience (“PX”) platform to CHOC at Mission Hospital and the CHOC Physician Network. The organization will utilize Feedtrail’s leading reputation management solution as a way to further enhance their online reputation and reinforce positive comments from patients and families. 

“We have found that having an engaged, emotionally supported staff reverberates across the organization and allows us to go above and beyond for our patients,” said CHOC Manager, Patient and Family Experience Kat Burton. “Partnering with Feedtrail has given us a real-time barometer for the patient experience across multiple departments and a 360-degree approach to incorporating feedback from families and caregivers into our workflow. There are so many wholesome moments that happen in our facilities between clinicians and patients that need to be celebrated, and that’s why we’re excited for this expansion.” 

 

Both CHOC and Feedtrail will deliver a joint presentation at The Beryl Institute’s ELEVATE PX Conference on March 28, 2023 in Dallas, Texas, “Reinventing the Patient Experience to Drive Loyalty – Personalizing Patient and Family Engagement Throughout the Healthcare Journey: How, When, and Why.” During the session, Burton will walk through how CHOC identified gaps in their understanding of patient and family experiences and implemented programs to personalize outreach, improve access to actionable data, and engage physicians to drive adoption and gain buy-in for the enterprise implementation.  

About Feedtrail 

With Feedtrail XM, healthcare organizations can learn and deliver what matters most to patients, providers, caregivers, and employees. Our secure, cloud-based experience management (XM) solutions and advanced data analytics enable customer experience teams to engage and connect with the right people at the right time, uncover prescriptive insights, and take purposeful action to drive continuous improvement and measurable results across the lifecycle of care. Over 100 innovative health systems across 5,000 sites in 40 countries already use Feedtrail to uncover explicit opportunities to improve human-centered care and advance better outcomes for people and the business of healthcare. Learn more at feedtrail.com.  

Feedtrail, Eastern Virginia Medical School Medical Group Launch New Patient Experience Program 

Initial rollout will focus on identifying community needs and supporting patients within the organization’s head and neck specialty division 

RALEIGH, NC (September 7, 2022) ‒ Feedtrail, the healthcare industry’s leading experience management technology provider, has partnered with EVMS Medical Group (Eastern Virginia Medical School) of Norfolk, Virginia, to serve patients and clinicians seeking to improve quality and the personalization of care. 

The engagement, which kicks off in EVMS Medical Group’s otolaryngology department, aims to simultaneously improve patient and clinician experiences while boosting CAHPS scores and performance in Value Based contracts. Leveraging Feedtrail’s experience management (XM) platform will also help EVMS Medical Group drive revenue and better serve their community by improving access to care, increasing wellness visits, and reducing no shows.  

“As organizations look to impact satisfaction scores, personalizing engagement and outreach to gain actionable insights and benefit clinicians is key,” said Feedtrail Co-Founder and Chief Strategy Officer Paul Jaglowski. “Community health is a pillar that everyone should be able to rely on and we have the tools today to be able to measure the success and perception of care, which is what we’re excited to do for EVMS Medical Group.”

EVMS Medical Group, a multispecialty clinical care organization that also trains medical students, residents and fellows, and employs medical professionals, partnered with Feedtrail to uncover the data insights that drive patient decision-making and encourage constructive conversations about care. With more than 20 locations, and serving more than 1,600 patients each day, EVMS Medical Group needed a more efficient way to understand its patient population and impact experiences. Clinician-specific feedback will provide the opportunity to recognize star performers and share the practices of high scoring providers.  

“Feedtrail unpacked a turnkey solution that will help our team identify opportunities in care delivery and meet the evolving needs of our patients,” said Margaret Baumgarten, MD, chief quality officer at EVMS Medical Group. “We’re creating a solid structure around collecting and operationalizing patient feedback, putting in place a set of goals early on to measure success and understand performance across service lines.” 

An early use case will be around an outreach survey to reschedule and understand no-shows, a metric that financially impacts healthcare organizations, with some estimates at $150 billion each year. By collecting this data, EVMS Medical Group will be able to determine the root cause of no-shows and understand if any process or communication changes are needed. 

Read the release online here >>>

About Feedtrail 

With Feedtrail XM, healthcare organizations can learn and deliver what matters most to patients, providers, caregivers, and employees. Our secure, cloud-based experience management (XM) solutions and advanced data analytics enable customer experience teams to engage and connect with the right people at the right time, uncover prescriptive insights, and take purposeful action to drive continuous improvement and measurable results across the lifecycle of care. Over 80 innovative health systems across 5,000 sites in 36 countries already use Feedtrail to uncover explicit opportunities to improve human-centered care and advance better outcomes for people and the business of healthcare. Learn more feedtrail.com 

About EVMS Medical Group 

EVMS Medical Group is a not-for-profit physician group supporting Eastern Virginia Medical School with more than 150 physicians at over 20 locations in Hampton Roads, Virginia. Our mission is to provide patient-centered, quality health care to the patients we serve. We strive to deliver care that is safe, efficient, cost-effective and timely. EVMS Medical Group physicians support patients through comprehensive services, award-winning medical research, specialized patient-care programs in high-risk obstetrics, head and neck cancer, diabetes, geriatrics and trauma, and collaboration with national and international partners developing medical technologies for the future. Our physicians specialize in family and internal medicine, obstetrics, medical and surgical specialties, as well as radiation oncology, laboratory and pathology services.

Digital Health Insights Article explores how real-time patient experience data guides innovation and action in the Cedars-Sinai ED

A recent Digital Health Insights article explores how Cedars Sinai Medical Center in Los Angeles is collecting real-time patient sentiment to help staff stay one step ahead of potential issues while offering deep and meaningful insight into both the positives and negatives of the patient experience. To address areas of improvement, Cedars-Sinai implemented Feedtrail surveys to focus on a single issue at a time to identify specific improvements.

“It’s hugely helpful to have insight into what our patients and families are feeling, thinking, and seeing when they’re receiving care,” said Claude Stang, Executive Director of Emergency Services. “We like to think that we always know what patients want, and that’s a big mistake. We can’t just rely on instinct. We need data to really learn about what’s happening and why.”

Read the Full Article Here >>>