In the dynamic world of healthcare, staying ahead of patient needs and operational efficiency can make all the difference. The Jane Pauley Community Health Center (JPCHC) in central Indiana has embraced this challenge with an innovative approach—partnering with Feedtrail to transform its patient experience and streamline operations.
Recently, I sat down with Heidi Kauffman, MHA, CPXP, Patient Experience Specialist at JPCHC during a webinar with FQHC Associates (watch on-demand) to discuss how digital patient surveys are revolutionizing the way JPCHC delivers care. Our conversation shed light on real-time feedback, patient engagement, and operational improvements that Feedtrail has helped bring to life at JPCHC.
Here’s a closer look at how JPCHC uses Feedtrail to drive change, the benefits they’ve seen, and the top takeaways from their discussion.
The Power of Real-Time Feedback
Before adopting Feedtrail, JPCHC relied on outdated methods for gathering patient feedback. Surveys were distributed manually, compiled with the help of an external company, and then shared in quarterly reports that often arrived months after the patient’s visit. By the time feedback was reviewed, it was often too late to make meaningful changes.
Heidi described the old process:
“Prior to Feedtrail, we used paper surveys, and I would get the report back about six weeks after the end of the quarter. For first-quarter data, I’d be reporting in May—far too late to act on any immediate issues. And there was no way to link comments back to a specific patient, which meant we couldn’t troubleshoot or do any service recovery.”
That all changed with Feedtrail. The ability to gather real-time feedback means JPCHC can now act swiftly to resolve issues and improve patient satisfaction immediately. Whether it’s a simple request for a prescription refill or a deeper concern about care, the team can intervene quickly to address patient needs.
“With Feedtrail, I see people’s responses as soon as they come in. I can address low scores or requests for help immediately. That’s what makes all the difference—it allows us to do service recovery in real time,” said Heidi.
This shift to real-time feedback not only saves time but also empowers the team to resolve issues before they escalate, fostering stronger patient relationships and increasing loyalty.
Service Recovery: Building Trust and Loyalty
One of the most significant advantages of real-time feedback is the ability to perform immediate service recovery. JPCHC uses Feedtrail’s dashboard to monitor patient feedback as it comes in, allowing the team to respond to issues on the spot.
For example, if a patient reports a problem with filling a prescription, Heidi can instantly identify the patient, notify the appropriate staff member, and ensure the issue is resolved promptly. This type of fast response makes a lasting impact on patients and helps build trust.
“I can look up their information, contact the care team, and get that taken care of right away. Feedtrail has changed how I do my job—it’s really improved our ability to do service recovery,” Heidi shared.
This ability to act quickly on patient feedback strengthens the bond between patients and the health center. In fact, Heidi highlighted how effective service recovery often turns dissatisfied patients into loyal advocates for the organization.
“Folks who have something go wrong and you fix it for them are often more loyal than those who never experienced an issue. It’s a powerful opportunity to build trust.”
Custom Surveys That Drive Engagement
Another critical benefit of Feedtrail is its customizable survey platform, which allows healthcare organizations to create targeted surveys that meet their specific needs. At JPCHC, they’ve designed surveys that align with their goals, from assessing patient satisfaction to evaluating operational efficiency.
For example, JPCHC uses benchmarking questions to compare their performance with other community health centers (CHCs) across the region, helping them identify areas for improvement. Feedtrail’s flexibility also allows them to adapt their surveys as new needs arise, such as the addition of OB and pediatric services.
“We’ve been able to create surveys specific to our needs, whether it’s OB, pediatrics, or pharmacy services. The customization Feedtrail offers ensures we’re getting relevant feedback that’s actionable,” Heidi explained.
And because Feedtrail integrates with JPCHC’s existing systems, including their electronic health records (EHR), patient data like demographics is automatically included in the surveys, reducing the number of questions and making it easier for patients to engage.
“Our surveys used to be long, and patients wouldn’t engage. With Feedtrail, we shortened them to just 11 questions, and because it’s linked to our EHR, all the demographic information is automatically included. It’s been a game-changer for patient engagement,” Heidi said.
Empowering Staff with Feedback
The positive effects of Feedtrail extend beyond patient satisfaction—it’s also been a valuable tool for engaging staff and improving morale. JPCHC uses Feedtrail to share positive feedback directly with teams, ensuring that healthcare workers know when they’re doing great work. This has had a significant impact on team morale, fostering a culture of recognition and continuous improvement.
“Every month, I share all the positive feedback in our staff meetings and group chats. Our team loves seeing the shoutouts—it makes people happy and boosts morale,” Heidi said.
In addition to positive feedback, JPCHC uses Feedtrail to address negative feedback in a constructive way. Heidi works with practice managers to resolve issues and ensure that every concern is addressed quickly and effectively.
“If something comes up that needs to be addressed, I notify the practice manager immediately. Feedtrail gives us the ability to resolve issues in real time, which is a huge improvement from our old system,” Heidi added.
Data-Driven Decision Making
The insights gathered from Feedtrail’s real-time feedback don’t just improve patient satisfaction—they also play a vital role in guiding operational decisions at JPCHC. With detailed dashboards and reports, Heidi can share valuable data with leadership and the board, helping them make informed decisions about patient care, service offerings, and overall strategy.
“I report to the board quarterly, sharing NPS, response rates, and a breakdown of all survey questions. Feedtrail’s dashboards make it easy to track trends over time, helping us see where we’re improving and where we need to focus,” Heidi explained.
Heidi formed a patient experience committee that includes staff from various departments and even a patient board member, ensuring diverse input and engagement to help drive key initiatives based on the feedback they collect. One of their first directives was to use Feedtrail to gather feedback on the sliding fee scale program, helping identify gaps in communication and patient understanding to improve accessibility and compliance with the program.
Use Cases: How JPCHC Uses Feedtrail to Improve Operations
JPCHC’s experience with Feedtrail offers several use cases that illustrate how the platform can improve both patient experience and operational efficiency:
- Service Recovery: JPCHC uses Feedtrail to perform immediate service recovery, ensuring that patient concerns are addressed quickly. This has led to higher patient satisfaction and stronger relationships.
- Benchmarking: With Feedtrail, JPCHC benchmarks its performance against other CHCs in their region, helping leadership make informed decisions about where to focus their efforts for improvement.
- Customized Surveys: JPCHC designs custom surveys to gather feedback on specific services, such as OB and pediatric care. This helps them tailor their services to meet patient needs more effectively.
- Staff Engagement: Positive feedback from Feedtrail surveys is shared with staff regularly, boosting morale and fostering a culture of recognition.
- Leadership Reporting: Feedtrail’s detailed reports and dashboards allow JPCHC to present data-driven insights to the board and leadership, guiding strategic decisions and operational improvements.
Final Thoughts
The Jane Pauley Community Health Center’s experience with Feedtrail is a testament to the power of real-time feedback, customized surveys, and data-driven decision-making in healthcare. By using Feedtrail, JPCHC has been able to improve patient experience, engage staff, and streamline operations in ways that were not possible with their previous methods.
As healthcare continues to evolve, the ability to gather, analyze, and act on patient feedback in real time is essential. Feedtrail’s innovative platform provides healthcare organizations with the tools they need to not only meet but exceed patient expectations, driving loyalty and operational success.
Want to learn more? Schedule a demo with our team today to see how Feedtrail can help you revolutionize your patient experience and operational efficiency.