FAQ – Frequently Asked Questions
GENERAL & GETTING STARTED
What is “Experience Management"?
Experience Management means engaging at key moments of each patient’s unique journey- before, during, and after their visit- to understand and exceed expectations. To achieve this, you need faster results, better analytical tools, the ability to pull in employee experience data, and a holistic view pulling everything together. This overarching view of Experience Management provides powerful insights that can change an entire organization’s trajectory for the better.
What size and type of healthcare organizations does Feedtrail work with?
We work with organizations of all specializations and sizes. Our clients include IDNs, 3,000-bed health systems, medical clinic groups with 200+ locations, 20-bed critical access hospitals, physical rehabilitation clinics, concierge medicine practices, cancer institutes, and more. Feedtrail empowers providers across the spectrum with real-time patient feedback so they can keep their promises to patients and respond to hiccups on the spot.
How long does Feedtrail take to implement?
We can design, customize, and roll out the platform within one month of an organization’s commitment, as long as your team is ready, willing, and available to get started.
Does Feedtrail integrate with other software programs?
Yes. Our platform can integrate via API, HL7, and other frameworks with a wide variety of other healthcare software platforms including EHRs, risk management, scheduling, and shift management software.
Can we customize the questions on our feedback form?
Yes. Your team will have complete control over the questions you ask, provided that they don’t overlap with CMS guidelines. You will have the freedom to set up unique question sets for each department, location, and provider within your organization so you can ensure that your team is learning about what is most important to their specific domain.
How long will it take for my organization to notice results?
Our customers have seen results in less than a month. We fully believe in the power of the information gathered from your patients using Feedtrail, but the feedback is only as powerful as your commitment to responding. Ultimately the results will depend on your institution taking swift, thoughtful, and effective action in response to the real-time information you receive.
What is the pricing model?
We recognize that each of our customers has unique needs, and we tailor our system to meet your specific goals. Want a quote? Contact us for a demo.
HOW IT WORKS
How do patients provide feedback?
Our platform is entirely web-based so patients can access their custom feedback form on any device with internet connection. Patients (and employees, if you use Feedtrail to engage with them) will typically access the form via a link in a text message they receive either on-site while visiting your organization, or shortly after their encounter ends. In an outpatient or a clinic setting, providers may opt to have patients respond using tablets prior to discharge.
We also partner with an approved vendor to offer phone call surveying and regulatory surveying, including: CAHPS (H-, OAS-, ED-, CG-), ACO REACH and MIPS.
Does Feedtrail require patients to download an app to provide feedback?
ACCESSING & MANAGING THE PLATFORM
Is there a limit to the number of users we can have on the Feedtrail platform?
Can we pull reports from the data we collect?
DATA PRIVACY, COMPLIANCE, & SECURITY
What type of PHI is stored in Feedtrail's system?
What intruder detection measures are available and how are notifications forwarded to customers?
Does the application store any clinical and/or non-clinical patient data on the end user device?
Is it possible to visualize any patient demographic data through the Feedtrail platform?
Does the customer have the ability to customize/modify the functionality/behaviors of the application?
What is the frequency of system patches to keep the underlying application software serving the platform up-to-date?
Looking for more answers?
Our support team can help!
East Coast
5540 Centerview Drive
Suite 200
Raleigh, NC 27606
West Coast
8601 Beverly Boulevard
West Hollywood, CA 90048
