“Why don’t they listen?”

“I wish they’d just ask.”

“What am I supposed to do now?”

 

These are the voices of patients and healthcare workers feeling confused, frustrated, invalidated, and unheard. Today, it’s common to hear these complaints. There’s a widening gulf between patient expectations and the reality of their healthcare experiences; many healthcare employees are also caught up in the surf.

At Feedtrail, we believe personalizing the healthcare experience isn’t just a goal—it’s a necessity.

 

Our vision: Creating purposeful, personalized healthcare experiences.

 

Our singular mission has been to ensure that every individual receives the care experience they expect, want, and deserve. From day one, we’ve empowered our clients to deliver exceptional, personalized experiences resonating with every patient. Today, we’re excited to take the next step on that journey with you.

We’re pleased to introduce our latest suite of AI-powered and business intelligence solutions designed to give you clarity, context, and certainty in understanding and enhancing healthcare experiences and patient satisfaction.

Over the past year, we’ve introduced key enhancements to the Feedtrail XM platform, our comprehensive experience management platform, to help you deliver improved engagement, loyalty, and revenue. Now, our #1-rated Best in KLAS patient experience improvement platform is the only solution on the market that can help you understand and improve operations by delivering AI-enabled, personalized patient engagement.

 

New healthcare experience intelligence tools that are already driving improved engagement, loyalty, and revenue.

 

 

“Customer centricity is a unique concept in healthcare. Traditionally, we’ve focused on good clinical outcome. We should also focus on the business model around what the customer needs and wants. Both are critical.” – Alan Dubovsky, Chief Patient Experience Officer

 

Feedtrail’s first-to-market innovations will help you:

• Map your healthcare experience terrain to comprehensively understand how different patient and employee populations are experiencing your organization—in real time.
• Turn your healthcare experience data into actionable insights for operational and clinical improvements.
• Hyper-personalize your patient engagement, tailoring interactions to be timely, impactful, and relevant
• Become more intelligent about your healthcare experiences over time so you can proactively support, surprise, and delight those you care for.

 

Before we tell you about all the details, let’s talk about the big picture.

 

The healthcare experience is a business imperative in today’s healthcare economy.

 

We understand that every interaction is deeply personal, and that’s why we’ve built a healthcare platform as dynamic and adaptable as the organizations it serves.

From the outset, we committed ourselves to understanding the needs of healthcare providers and the patients they serve. This led us to develop the best patient engagement platform on the market, featuring flexible messaging, timely service recovery, and reputation management. These tools have empowered healthcare organizations to continuously improve patient experiences.

 

“We envision a world where a constellation of patient insights help to drive business decisions for healthcare organizations. To build a successful business, you need valuable insights about your customers—not just clinical data or a five-star Yelp review.” – Deb Woods, Chief Operating Officer, Feedtrail 

 

Many feel like they don’t have the empirical knowledge, tools, or time to fully understand and support a better healthcare experience. In a healthcare environment that’s one-size-fits all, most people are getting left behind.

The patients’ voice is getting louder, and their choice is getting more powerful. That means improving the healthcare experience should be a business imperative for you. So we decided to build some new tools to help.

 

An insightful experience platform helping you manage brand awareness, reputation, loyalty, and competitive advantage.

 

Our hyper-personalized, dynamic, and real-time surveys and engagement strategies are designed to help practices easily learn where they can improve. Having deep and actionable insights about the patient experience is crucial for achieving customer centricity.

These rich insights give practices better opportunities to enhance engagement, refine operations, and bolster marketing efforts. Clear trend analysis facilitates prompt corrective actions, leading to improved outcomes, reduced costs, enhanced efficiency, and increased revenue potential. Plus, focusing on individual patient feedback rather than generic benchmarks, allows us to predict behaviors so we can better serve patients.

 

QUESTION CATEGORIES:

Real-Time Experience Feedback At-A-Glance

Meet Question Categories, a first-of-its-kind approach for grouping patient experience questions and responses for quick insights. With questions grouped by focus areas, you can easily identify organizational areas for improvement.

 

XM INSIGHTS:

Actionable Experience Data, Insights, and Business Intelligence

Consider XM Insights your patient experience Consumer Reports dashboard. The business intelligence (BI) and analytics engine combines real-time patient and employee feedback, service recovery data, and demographic data from electronic health records (EHRs), transforming them into powerful business insights. Quickly identify problems, then easily drill in to see which groups of patients have them and why.

 

SURVEY BUILDER:

Easily Ask Smarter Questions

Survey Builder will soon become your AI-powered patient experience navigator. We’re launching a centralized question library to allow you to tap into millions of patient questions, responses, and communications. Survey Builder’s comprehensive database uses AI to recommend the most relevant questions within a Question Category to help you create surveys that deliver actionable insights and enhance patient experiences.

 

RESPONSE SUMMARIES:

Make the Most of Qualitative Feedback

Later this year our platform will include AI-generated summaries of text responses. While open-ended feedback is invaluable, analyzing it can be time-consuming. Our AI will take care of the heavy lifting, providing concise summaries and actionable recommendations, ensuring that your team can respond swiftly and effectively.

 

AUDIENCE BUILDER:

Get the Right Message to the Right Person at the Right Time

Once problems are identified and the affected groups are known, the next step is to engage those individuals with thoughtful outreach. Audience Builder, new hyper-personalized engagement tools, allow you to take action based on what you’ve learned. We help you segment your patient population using unlimited EHR identifiers for easy customization of targeted surveys and messages. This means that instead of sending generic engagement, you can ask the right questions to the right people, leading to deeper insights and more effective solutions.

 

What you can learn from real-time patient experience insights.

 

We make it easy to spot trends along every step of your healthcare experience continuum. Here’s a taste of what you can learn and improve upon by using our AI- and BI-enabled healthcare experience features.

 

Why are our patients saying that on Google?

• What led to a patient’s negative online review? What’s the root cause?
• How can you recover the patient’s experience?
• What should you do to prevent the experience from happening again?
• Where can you amplify your positive feedback?

 

Where can our practice improve efficiency?

• How can you do more with less time, staff, and resources?
• Where can administrative overhead be reduced?
• Should you re-balance staffing levels for certain locations?
• How can you optimize communications workflows

 

Where can we educate and communicate better?

• What could you do to improve non-adherence?
• How can you boost patient response and action rates?
• Are we missing the mark engaging different demographics?
• Where can your practice’s processes improve so patients and clinicians are better set up for success?

 

Where does our practice add value?

• What do patients appreciate about your practice?
• How can you celebrate and replicate positive performance?
• Where is patient experience contributing to better outcomes?
• What best practices do we want to share and replicate throughout the organization?

 

How and where should we focus to grow the practice?

• Which patients should you target, and how can you bring them in the door?
• How can you bring in more of your ideal patient?
• What kinds of physicians should you hire?

 

The business impact of an intelligent and proactive healthcare experience strategy.

 

Working closely with our clients has been pivotal to our success in creating the best patient engagement platform on the market. And, remember—AI isn’t a buzzword at Feedtrail. We developed these new features in the field alongside today’s patient experience chiefs, clinicians, community health providers…and patients themselves.

The good news for you? AI is already delivering success. Consider this story:

One of our clients has strong overall NPS scores, but felt they might be missing opportunities to improve. Feedtrail’s business intelligence tools allowed them to easily drill into the data and identify opportunities. Within minutes, they could see their NPS scores were skewed: patients under 35 consistently scored some locations lower and NPS scores were lower for appointments after 1:00pm. They could also see why.

Patients reported language barriers, staffing issues, and long wait times. It was eye-opening for this group.

Within days, they were able to make changes to address specific concerns and communicate these changes to patients. Today, they continue using the XM Platform’s AI capabilities to understand patients’ needs and drive valuable operational changes.

 

The intelligent, AI-enabled patient experience allows people to be truly seen, heard, and valued.

 

This new era of patient experience isn’t just about making improvements; it’s about transforming the way we approach care. The patients’ wants and needs should drive operational decisions, not the other way around. This allows healthcare organizations to deliver patients the consistent, personalized experiences they need and want.

So, we invite you to join us on this journey. With Feedtrail’s new AI-enabled features, you can elevate every interaction, ensuring that every patient isn’t just treated, but that they’re heard, understood, and valued as an individual.

Because in healthcare, the experience matters just as much as the outcome.

The Future of Patient Experience is Personal

A conversation with healthcare experience expert Deb Woods

 

Feedtrail is re-engineering patient experience, and healthcare experience expert, Deb Woods, wants you to know the future of the patient experience is personal.

As our chief operating officer, Deb Woods is the driving force behind the latest version of Feedtrail’s powerful XM Platform. The experience management engine helps healthcare organizations gather real-time feedback on patient experiences, expectations, and preferences to personalize engagement—profitably.

 

Woods is an engineer by training. She’s also a patent holder, scientist, analyst, teammate, partner, mother to Logan and Morgan, and “nervous Nellie” about going to the dentist.
Like each of us, she is an individual. A human with her own experiences, preferences, and physical, mental, social, and spiritual health.

 

And like many of us, Deb Woods is a patient without patience.

 

“The healthcare experience is broken,” she recently told us. “All healthcare organizations are feeling pain when it comes to attracting and retaining patients. Community health and independent medical groups continue to be hit the hardest, which only exacerbates their existing business challenges post-COVID.”

 

That’s why we couldn’t wait to sit down with Deb to discuss Feedtrail’s vision for the future of the patient experience.

 

The company’s new artificial intelligence (AI)-enabled analytics will help community health providers and group practices individualize the patient experience and gain rich insights from patient feedback to drive business decisions.

 

The ROI? A truly patient-centric organization with a loyal patient base, reduced clinician burnout, high-quality care, and strong patient and community satisfaction.

 

And the bonus? New patients, revenue growth, and a competitive edge.

 

Read on to hear how Deb and the Feedtrail team are personalizing the patient experience.

 

The patient experience should be personal. 

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FEEDTRAIL: Thanks for joining us, Deb! As a healthcare and consumer experience expert, how have you seen the patient experience (PX) category change in the wake of several disruptive years?

 

WOODS: Patient experience is at an inflection point. Over the past decade, we’ve moved from patient satisfaction to advocacy to a standardized style of patient engagement. The intentions are good, but patient satisfaction continues to decline year over year.

 

Consider this statistic: Nearly all patients polled in Beryl Health’s latest PX Pulse Report said having a good healthcare experience is essential. And yet, when we examined our data (2 million+ de-identified patient records, to be exact), we found 70% said their providers “lacked compassion.”

 

Now, consider this anecdote from one of our clients, Alan Dubovsky, the chief patient experience officer for Cedars-Sinai:

 

“The customer experience has evolved, and healthcare is behind. Patients want a healthcare experience where they feel heard. We often think we know what the patient wants or needs. But the reality is the data show we don’t.”

 

Why is the patient experience getting worse? We’re still not meeting our patients where they are.

 

Until now, we’ve treated the patient experience as an ancillary goal, secondary to providing exemplary clinical outcomes. In a value-based care world with choosy consumers, the two must be combined to truly impact outcomes.

 

The healthcare experience should be personalized, individualized, and actionable. It should also be patient-led. That’s why PX is a business imperative in tomorrow’s healthcare economy. And AI is helping us bring this vision to life. 

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FEEDTRAIL: What does a truly personalized and patient-centric healthcare experience look like, and how can practices and community health providers achieve this level of customer-centricity?

 

WOODS: It’s no secret other industries are lightyears ahead of healthcare in customer-centricity. I’ve been working in experience for decades with some of the most well-known consumer brands. They’re all leveraging customer insights and feedback to drive business decisions. Artificial intelligence will drive continued innovation, and healthcare needs to catch up.

 

We envision a world where a constellation of patient insights help to drive business decisions for healthcare organizations. To build a successful business, you need valuable insights about your customers—not just clinical data or a five-star Yelp review.

 

You need to know: What do patients truly need from your practice to be well?

 

Here’s the ideal: Instead of asking patients to answer a standard set of questions for a quality survey, we use the patient data to ask ourselves:

• What is the most efficient and effective way to cater to this particular individual?
• How can we engage with them to truly learn what they need and serve them better?
• How can we gain their trust, business, loyalty, and advocacy?
• How can we build a brand reflective of our patients’ and communities’ needs?

 

The patients’ wants and needs should drive operational decisions, not the other way around. This allows healthcare organizations to deliver patients the consistent, personalized experiences they need and want.

 

The intelligent, AI-enabled patient experience allows patients to be truly seen, heard, and valued.

 

 

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FEEDTRAIL: How can healthcare organizations use real-time patient feedback to improve experiences and manage their reputation effectively?

 

WOODS: Like it or not, today’s healthcare leaders are now also marketers. Many don’t have the time, money, or training for it. (That’s where Feedtrail can help.)

 

Feedtrail’s XM platform allows providers to leverage real-time patient satisfaction data to pinpoint where they have experience challenges and opportunities.

 

We’re also taking things a step further with artificial and business intelligence capabilities to help providers understand who is experiencing the challenges, why those challenges are occurring, and what to do about them.

 

Case-in-point: One of our clients has strong overall Net Promoter Scores (NPS) but wanted to understand if they had opportunities to improve. Easily drilling into the data with our business intelligence tools, we identified that NPS scores were skewed. Some patient populations were consistently scoring some locations lower. Within minutes, we could see the low scores were associated with groups that reported the most significant concerns.

 

We also discovered why. Patients reported needing more support for health-related social needs. Language barriers, staffing issues, and long wait times also contributed to dissatisfaction.

 

It was eye-opening for this group. Within days, they were able to make changes to address patients’ specific concerns. Today, they continue using the XM Platform’s AI capabilities to understand patients’ needs and drive valuable operational changes.

 

With AI, it’s easier than ever to manage your practice’s reputation.

 

You can see your practice’s strengths and opportunities within seconds. You can see where you need to improve and understand what isn’t working, allowing you to continue doing the things that do and stop doing those that don’t.

 

The insights are eye-opening to most healthcare organizations, but they’re fundamental in an organization driven by customer-centricity. Practices must be prepared for this future.

 

 

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 FEEDTRAIL: How can AI-enabled patient experience tools help clinicians?

 

WOODS: This one’s personal for me. My daughter, Morgan, is finishing her residency to become a family physician here in our community.

 

On average, Dr. Morgan has eight minutes to make an impression on a patient.

 

Eight minutes—about half the visit, assuming everyone is on time. It’s the time it takes to brew a cup of tea or for sunlight to hit the Earth. No time at all.

 

In those crucial minutes, Dr. Morgan must build rapport and gather essential clinical information for assessment, diagnosis, and care planning. With such narrow margins, there’s no room for a misstep.

She adapts. She takes extra time to review a patient’s chart, trying to figure out how she can connect with them before she enters the exam room.

 

She considers their social history:

• What’s the patient’s age?
• Where do they live?
• What language do they speak?

 

Adjusting her approach—how she looks, speaks, and interacts—can significantly impact the initial connection and the overall visit. However, these are educated guesses about patient preferences. Timely and meaningful data would be invaluable.

 

I envision that an AI-enabled patient experience strategy could provide relief for clinicians like Dr. Morgan. 

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FEEDTRAIL: How can clinicians like Dr. Morgan benefit from personalized and real-time patient experience feedback?

 

We aim to empower clinicians and bring joy back to their work while driving practice growth.

 

We’re equipping physicians like Dr. Morgan to make “evidence-based” decisions about patient experiences, fostering more personalized care as data enriches over time.

Our approach is empirical, appealing directly to clinicians. With Feedtrail, they wouldn’t need to guess about patient expectations; they could be more informed about preferences and past feedback. This allows for more relevant questions and more valuable visits for both patient and provider.

 

For example, Dr. Morgan could receive timely feedback about her clinical interactions while they are still fresh in her mind. This would allow her to adjust her personalization approach based on what’s working well. Our clients have seen this approach improve clinician satisfaction, effectiveness, and efficiency.

 

Happier physicians, happier patients, and a happier practice follow. Better experiences lead to better outcomes, fostering patient loyalty and positive word-of-mouth.

 

When patients are treated well, everyone benefits.

 

 

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FEEDTRAIL: How do practices benefit from a more data-driven and personalized patient experience approach?

 

Having deep and actionable insights about the patient experience is crucial for achieving customer centricity.

 

Feedtrail can help providers get to the root of business issues and opportunities related to patient interactions.

 

WOODS: Our hyper-personalized and predictive engagement surveys, questions, tools, and communication strategies are designed to help practices easily learn where they can improve. We focus on individual patient feedback rather than generic benchmarks, allowing us to predict patient behaviors.

 

It’s easy for practices to access and analyze data to reveal insights behind patient feedback. For example, you may discover your low wait time scores might not be due to actual wait times but rather operational issues like inadequate bathroom facilities.

 

These rich insights give practices better opportunities to enhance engagement, refine operations, and bolster marketing efforts. Clear trend analysis facilitates prompt corrective actions, leading to improved outcomes, reduced costs, enhanced efficiency, and increased revenue potential.

 

Practices can have it all. 

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FEEDTRAIL: Let’s wrap up with the patients. How will an AI-enabled, personalized experience benefit patients?

 

WOODS: A patient who feels seen, heard, and valued will advocate for life.

 

Here’s the meaningful difference personalization makes: Every year, my veterinarian sends me a card on the anniversary of my dog’s death. It’s a thoughtful gesture and a reminder that someone remembers and cares. I wish healthcare providers had tools that could deliver such a personalized touch.

 

Two years ago, I lost my son, and since then, I’ve seen dozens of doctors in my community. Not one has asked me how I’m coping after such a life-altering experience, despite research showing that individuals processing such traumas often experience concurrent physical ailments. It would mean the world to me if my healthcare provider showed this level of care. To me, it would signify having a physician who truly knows and cares about me and is committed to understanding my whole self and supporting my journey.

I would go to that doctor for the rest of my life.

 

As a healthcare executive, patient, engineer, and mother, I urge practices to embrace AI and intelligent software to better understand and design their experience for their “customers.”

 

We’re all individuals making decisions based on a complex set of individual factors. It all comes back to being able to personalize and customize the experience. You’re talking to an individual. So, how do you want to connect with people?

 

 

 

 

Physicians Practice Article:

What over 2 million patients say about their healthcare experiences 

In a recent Physicians Practice article Deb Woods, Feedtrail Chief Operating Officer, walks through findings from our recent report “Top Patient Experience Challenges” that analyzed over 2 million patient surveys. See what the most pressing obstacles were to delivering an excellent patient experience with recommendations to improve moving forward: 

 

“Patients are the heartbeat of our healthcare system. Without course-correcting to improve their experiences, other aspects of providing high-quality care — even those that have shown improvements recently — will diminish as well.

Effectively addressing this troubling trend starts with understanding why patients are reporting negative experiences in the first place. By examining the more than 2 million surveys conducted in 2023 through our platform, we were able to derive deep insights into the most pressing obstacles to delivering an excellent patient experience. This assessment identified four core areas that generated underwhelming scores….” 

Read the full article on Physicians Practice: here.  

Feedtrail to Host Community Health Patient Experience Summit in Asheville

This community health-focused event is designed to unite patient experience leaders to propel business, equity, and community goals.

 

RALEIGH, NC – [March 18, 2024] Feedtrail, a leading provider of patient experience solutions, has announced its Community Health Patient Experience Summit 2024, scheduled for April 18-19, 2024 at the Mountain Area Health Education Center (MAHEC) in Asheville, NC. This inaugural event, themed “Transforming Patient Experience in Community Health,” aims to unite experience and quality professionals — fostering collaboration and addressing the unique challenges faced by community health centers and federally qualified health centers (FQHCs).

 

This summit stands as the premier event solely focused on patient experience within community health, offering healthcare professionals a unique opportunity to gain insights, connect with industry experts, and advance their goals in business, equity, and community impact.

 

Stephanie Alexander, CEO of Feedtrail, emphasizes, “Bringing together the community health sector is paramount in advancing quality and tackling the distinctive issues faced by these vital healthcare organizations. The summit will serve as a pivotal platform for meaningful discussions and actionable strategies to elevate patient experience.”

 

MAHEC’s CEO, William R.  Hathaway MD, FACC, echoes this sentiment, stating, “As MAHEC celebrates our 50th Anniversary, we are delighted to host this conference.  MAHEC deeply understands the critical role community health plays across our healthcare landscape. This summit is a unique opportunity to share knowledge, enhance collaboration, and collectively work toward improving patient experiences in community health settings.”

 

The two-day summit will feature a dynamic agenda with leaders from community health centers, consultants, and national organizations facilitating sessions on the patient voice, healthcare equity, employee recognition, how to leverage experience data, and more. Attendees can expect to gain actionable resources and playbooks to implement successful patient experience programs within their community health centers.

 

The event kicks off on Thursday, April 18, with a pre-summit workshop for Feedtrail clients followed by a welcome event. On Friday, April 19, the summit will include keynote presentations, panel discussions, breakout sessions, and a closing session on patient engagement innovation. Attendees will also get an exclusive preview of items on Feedtrail’s 2024 roadmap, showcasing additional AI-driven tools to advance patient engagement.

 

For more information and to register for the Community Health Patient Experience Summit 2024, visit this page. Join us in Asheville to be part of this transformative initiative for community health improvement.

 

About Feedtrail

 Feedtrail enables healthcare organizations to learn about and deliver on what matters most to patients, providers, caregivers, and staff. Our secure, cloud-based Experience Management (XM) platform and AI-driven analytics empower care teams to engage and connect with their patients, uncover actionable insights in real time, and take purposeful action to drive continuous improvement and measurable results throughout care journeys. Forward-thinking healthcare establishments across 6,000 sites in 40 countries already use Feedtrail to pinpoint opportunities to advance quality care and personalize experiences for all stakeholders across the continuum of care.

Feedtrail Now Offers Regulatory and Phone Patient Surveying

Through a partnership, Feedtrail now offers regulatory surveying and phone call surveying in addition to real-time patient and employee engagement.

 

RALEIGH, NC (February 21, 2024) — Feedtrail, the leading provider of healthcare experience management solutions, can now offer phone call surveying and regulatory surveying including HCAHPS, OAS CAHPS, ED CAHPS, CG CAHPS, ACO REACH, and MIPS. Feedtrail has partnered with a certified regulatory vendor, allowing clients to streamline all of their patient experience and surveying needs.

Feedtrail recently received the Best in KLAS 2024 Award for Patient Experience Improvement in the 2024 Best in KLAS: Software & Services report. Feedtrail’s comprehensive experience management platform supports innovative organizations striving for patient-centric excellence with real-time surveys, AI-driven analytics, reputation management tools, and now, regulatory surveys.

“The addition of regulatory surveying allows our clients to meet regulatory requirements, while also working to improve those scores by incorporating real-time feedback to uncover the root cause of issues,  direct resources, and perform immediate service recovery,” says Stephanie Alexander, Chief Executive Officer at Feedtrail.

Feedtrail’s XM Platform allows healthcare organizations to understand the true drivers of good and bad experiences, quickly identify problem areas, and personalize engagement to exceed expectations and ensure positive health outcomes. The new ability to incorporate regulatory surveys gives organizations one source of truth for patient experience.

Learn more about Feedtrail’s patient experience offerings here.

 

About Feedtrail

Feedtrail enables healthcare organizations to learn about and deliver on what matters most to patients, providers, caregivers, and staff. Our secure, cloud-based Experience Management (XM) platform and AI-driven analytics empower care teams to engage and connect with their patients, uncover actionable insights in real time, and take purposeful action to drive continuous improvement and measurable results throughout care journeys. Forward-thinking healthcare establishments across 6,000 sites in 40 countries already use Feedtrail to pinpoint opportunities to advance quality care and personalize experiences for all stakeholders across the continuum of care.

Patients Give Billing and Insurance Lowest Ratings in New Feedtrail Report

AI-driven insight from over 2 million patient surveys reveals substantial patient experience opportunities.

 

RALEIGH, NC (February 15, 2024) — A new report from Feedtrail, a leading provider of healthcare experience management solutions, found patients rated their providers lowest for billing and insurance services in 2023.

Based on 2 million patient responses, Feedtrail’s Patient Experience Year in Review: Top Challenges in 2023 report highlights the most significant obstacles to patient experience across a wide array of healthcare organizations — from health systems and community health centers to physician practices and ambulatory surgery centers. Providers can harness these insights to review their own processes, uncover improvement opportunities, and ultimately enhance and personalize patient experiences.

“There’s no question healthcare is going through unprecedented change, with the industry witnessing innovations in AI, new regulations, and evolving patient expectations of care,” says Stephanie Alexander, CEO, Feedtrail. “With this report, we at Feedtrail are proud to offer concrete, comprehensive data on patient experience obstacles rarely surfaced before. By understanding these pain points at a deeper level, providers can make better decisions when it comes to addressing them.”

 

To identify the most outstanding obstacles impacting patient experience and quality care, Feedtrail’s AI-enabled platform grouped question areas that yielded the most underwhelming score values from patients. Among these categories, the top 10 in order from worst- to best- performing were:

 

1. Billing/Insurance
2. Pain Management
3. Food
4. Discharge Information
5. Sliding Scale
6. Wait Time
7. Care Team Experience
8. Communication About Medication
9. Patient Experience/Communication
10. Access to Care

 

Feedtrail’s report pulls insights from the platform, segmenting these challenges by organization type, gender, and race/ethnicity to help providers understand how experiences differ among patient populations and support more personalized care. The study shares anonymous patient comments tied to each category, contextualizing the “why” behind scores to drive informed action. To help organizations benchmark and share a pulse on patient loyalty, the report outlines the overall Net Promoter Score (NPS) for each organization type.

 

“Reflecting our close partnerships with our clients to place the patient at the center of care, these are the types of critical insights organizations need to make more informed decisions and truly move the needle on improving the patient experience,” says Nikki Angeli, MHA, RN, CPHQ, CPXP, Patient Experience Strategist at Feedtrail. “For too long, we’ve seen a one-size-fits-all approach for patients that has led to significant gaps in care. Now, we can leverage AI to segment the powerful data identifying where these gaps exist and display it in an easily digestible manner. It’s time for us to personalize how we speak with our patients and tailor it to how they’re suited to best receive it.”

 

Feedtrail’s 2024 roadmap is designed to continue leveraging AI to give care teams even more granular insights into unique needs of different patient populations, and areas for improvement to ensure exceptional and personalized experiences and outcomes.

 

Click here for the full report.

 

About Feedtrail:

Feedtrail, the Best in KLAS 2024 Patient Experience Improvement solution, enables healthcare organizations to learn about and deliver on what matters most to patients, providers, caregivers, and staff. Our secure, cloud-based Experience Management (XM) platform and AI-driven analytics empower care teams to engage and connect with their patients, uncover actionable insights in real time, and take purposeful action to drive continuous improvement and measurable results throughout care journeys. Forward-thinking healthcare establishments across 6,000 sites in 40 countries already use Feedtrail to pinpoint opportunities to advance quality care and personalize experiences for all stakeholders across the continuum of care. Learn more at feedtrail.com.

Feedtrail Recognized as Best in KLAS for Patient Experience Improvement

 

Patient experience innovator Feedtrail earns #1 ranking for the patient experience improvement category.

 

RALEIGH, NC (February 7, 2024) — Feedtrail, a leading provider of healthcare experience management solutions, has received the Best in KLAS 2024 Award for Patient Experience Improvement.

 

Feedtrail’s XM Platform empowers healthcare organizations with the data and insights needed to drive positive health outcomes for patients. “At Feedtrail, our purpose has always been to deliver actionable, real-time data to healthcare providers to ensure patients are receiving the care they need and expect. The recognition we’ve received from KLAS affirms that we are being successful in our mission to empower physicians, health systems, and community health centers with the data and insights needed to improve healthcare for everyone,” says Stephanie Alexander, Feedtrail Chief Executive Officer.

 

“At KLAS, we firmly believe that the voice of healthcare providers and payers is paramount. The Best in KLAS awards are based on extensive feedback and evaluations from healthcare professionals across the nation,” says Adam Gale, KLAS Research Chief Executive Officer. “Winning a Best in KLAS award, therefore, is not just about recognition; it shows the trust and confidence that healthcare providers place in the winning vendors. It also helps validate each vendor’s commitment to innovation, quality, and customer satisfaction.”

 

“We are excited for this recognition from our customers. We will continue to leverage the power of AI and use data to provide even more granular insights into the unique needs of different patients, populations, and places to ensure providers can deliver exceptional and personalized experiences and outcomes based on individual needs,” says Deb Woods, Feedtrail Chief Operating Officer.

 

Feedtrail’s category win is detailed in the 2024 Best in KLAS: Software & Services report, out today.

 

 

About Feedtrail:

Feedtrail enables healthcare organizations to learn about and deliver on what matters most to patients, providers, caregivers, and staff. Our secure, cloud-based Experience Management (XM) platform and AI-driven analytics empower care teams to engage and connect with their patients, uncover actionable insights in real time, and take purposeful action to drive continuous improvement and measurable results throughout care journeys. Forward-thinking healthcare establishments across 6,000 sites in 40 countries already use Feedtrail to pinpoint opportunities to advance quality care and personalize experiences for all stakeholders across the continuum of care.

 

About KLAS:

KLAS is a research and insights firm on a global mission to improve healthcare. Working with thousands of healthcare professionals and clinicians, KLAS gathers data and insights on software and services to deliver timely reports and performance data that represent provider and payer voices and act as catalysts for improving vendor performance. The KLAS research team publishes reports covering the most pressing questions facing healthcare technology today, including emerging technology insights, that provide early insights on the future of healthcare technology solutions. KLAS also fosters measurement and collaboration between healthcare providers and payers and best practice adoption. Learn more at klasresearch.com. 

MedCity News Article:

More Than a Survey: How to Holistically Embrace the Patient Experience 

In a recent MedCity News article Nikki Angeli MHA, BSN, RN, CPHQ, CPXP, Patient Experience Strategist at Feedtrail, shares several effective strategies that can enhance providers’ work to improve the patient experience and sufficiently satisfy expectations for care: 

 

Decades. That’s how long healthcare organizations have been surveying patients to understand their experiences and how they match up with care delivery. 

As a provider, how do you effectively reverse this trend as it becomes clear the pandemic isn’t the only catalyst? The answer certainly isn’t to continue using outdated systems for collecting and tracking insights. It lies in modernizing the engine behind your efforts – your patient experience program – to meet rapidly evolving expectations of the communities you serve.

Despite the challenges that healthcare providers face, several effective strategies can enhance their work to improve the patient experience and sufficiently satisfy expectations for care.

Read the full article on MedCity News: here.

The Beryl Institute Learning Bite Video: Discover How Technology Can Add Value to Patient Experience

 

In The Beryl Institute’s latest Learning Bite video Feedtrail team members Nikki Angeli MHA, BSN, RN, CPXP, CPHQ and Mallory Magelli McKeown share how they could have used technology to transform patient experience while working at a health system.

Facing challenges learning about your patients’ experiences? This learning bite introduces ways technology can help streamline patient data collection, service recovery, assessing pain, and dramatically improve patients’ stay. Watch the Video

 

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.

Feedtrail Expands Support for Healthcare Provider Diversity, Equity, and Inclusion (DEI) Efforts, Appoints Toni Land MBA, BSN as Preferred Advisory Services

 

Feedtrail’s experience management platform will integrate with Land’s consultative services to offer a comprehensive package for improving care to underserved populations

 

Raleigh, North Carolina (July 26, 2023) ‒ Feedtrail, the healthcare industry’s leading experience management technology company, has partnered with Landing Exceptional Experiences, Chief Experience Officer, Toni Land, MBA, BSN as leader of advisory services. Land, a certified patient experience professional, is a seasoned executive who has held leadership positions at hospitals and community health centers.

This partnership is an organizational expansion for the company, which will begin integrating best practices for diversity, equity, and inclusion and ongoing consultative services with the Feedtrail XM Platform. Land will create a roadmap to help providers meet a set of inclusivity standards, using her expertise to optimize communication with patients and families, tailoring care to populations with unmet or overlooked needs.

Land, who has held top patient experience positions at multiple health systems and is a long-time healthcare educator and consultant, is the founder of her own experience management practice, Landing Exceptional Experiences. Throughout this experience and her time as a practicing nurse in a variety of settings, including pediatrics and home care, she has studied the limitations of delivering care to both rural and urban settings, often embedding herself in the communities she serves.

“It’s been proven that diversity, equity and inclusion is good business, especially in healthcare,” said Land. “I have seen firsthand the obstacles faced by communities of color – from transportation to internet connectivity – and the more we study, survey, and tailor services to the people who need it most, the better individual health outcomes will be. Providers should be making investments with direct connections to patient experience, inclusivity and health outcomes, and Feedtrail is often the first point of contact with patients. That’s why I’m excited to partner with this team and its mission.”

Personalizing real-time patient surveys and messages delivered at key moments allows providers to better understand patients’ needs or barriers to care to make improvements that impact care compliance, access, and effective communication. In addition to sending hyper-personalized surveys, the Feedtrail platform can tailor educational outreach to their diverse patient populations to make them aware of available resources, improve their adoption of services being offered, and ultimately improve their access to equitable care. The advanced analytics in Feedtrail’s patient experience platform allow providers to drill down into their experience data leveraging patient identifiers to truly understand who they’re reaching, who is or isn’t engaging, and how to adjust efforts to better serve their patient populations.

“We’re looking forward to adding this key service line into our business model, as more providers approach us for solutions to the gaps in care that prevent diverse populations from seeking the care they need,” said Feedtrail Chief Executive Officer Stephanie Alexander. “For far too long the industry has fallen short in serving our most vulnerable patients, but it’s our goal to develop better processes and protocols for holistic, unobstructed care delivery.”

Last year, Deloitte estimated that health inequities account for approximately $320 billion in annual healthcare spending, with several ‘high-cost’ diseases like diabetes, asthma, and cardiovascular disease compromising the effectiveness of care. Lack of access and social determinants of health can lead to long-term financial burdens on both patients and providers, when disease and symptoms remain untreated or managed.

“Organizations are still challenged with actually bringing the voice of the underserved to the table. And if we are designing and delivering experiences for those that we serve, but we don’t have the voices of the underserved, then we’re designing and delivering for the majority, not necessarily the minority,” Land added. “People have to be creative and think outside the box around how we actually accomplish that. We need to truly build relationships and trust with these communities, and the unique flexibility of Feedtrail’s solution can enable us to do that.”

 

About Feedtrail

With Feedtrail, 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.

Download best practice survey templates for DEI-related questions to ask your workforce and patients:

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