Customer Success
PartnerMD Creates a Culture of Recognition by Sharing Feedback
PartnerMD significantly increased patient feedback by 800% through leveraging real-time surveys with Feedtrail, enabling prompt service recovery for any imperfections, and fostering a culture of recognition and improvement by continually sharing positive feedback across the organization.
“Sharing feedback company-wide raises the bar for everyone, giving our staff insights into how patients are experiencing PartnerMD in every office.”
– Jack Bretcher, Chief Operating Officer, PartnerMD
Overview
Challenge
PartnerMD, a primary care concierge-model practice, faced the challenge of prioritizing patient experience while maintaining a high standard of care. Recognizing the need for improvement, the practice sought a solution to gather and address patient feedback effectively.
Actions
PartnerMD took proactive measures by leveraging Feedtrail to conduct real-time patient surveys, setting a threshold for immediate notification and service recovery for any less-than-perfect experiences. The Chief Operating Officer, Jack Bretcher, emphasized the importance of positive feedback, which was regularly shared across the organization, fostering a culture of recognition and praise.
Results
As a result of these actions, PartnerMD experienced an impressive 800% increase in patient feedback. The monthly dissemination of positive feedback through company-wide newsletters created a culture of continuous improvement, breaking down barriers to feedback and encouraging staff to consistently seek ways to enhance the overall patient experience. “Make a big deal of the feedback you get,” Jack says. “It builds into who you are as a company and as a culture.”
PartnerMD remains at the forefront of concierge medicine. Focused on personalized primary care, they have physicians and health coaches in offices across four states in the Mid-Atlantic.
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Care Setting
Concierge Physician Practice
Region
Mid-Atlantic
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