Healthcare XM Commentary
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Adam Cherrington
SRU Manager
KLAS SRU Manager - Adam Cherrington
 
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User Commentary

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Director

Operations, Product

Training new people is a bit challenging. A lot of people have trouble navigating through the system...

Apr 2024
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Director

Relationship, Product

The vendor doesn't do a ton of updates, although they did just change some of their analytics...

Apr 2024
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Director

Relationship

Feedtrail reaches out to me every now and then just to see how things are going and to ask whether...

Apr 2024
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Director

Relationship

I have a person that I speak to at Feedtrail, but I have no idea where they are in the organization....

Apr 2024
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Director

Relationship, Product

The previous method that we had for giving surveys to people was very manual and cumbersome, so...

Apr 2024
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Director

Product

One of Feedtrail's weaknesses is that some of the things on the actual site are a bit confusing for...

Apr 2024
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Director

Operations

Feedtrail supported us in the go-live process, and they have been really responsive during...

Apr 2024
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Director

Relationship, Product

Feedtrail can actually interact with Google by way of their reputation management module. If...

Apr 2024
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VP/Other Executive

Product

Many of our patients are Spanish speaking and have a low reading level in English, so we have to...

Mar 2024
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VP/Other Executive

Relationship

Occasionally, there are updates to Healthcare XM. I meet with somebody regularly at Feedtrail, and...

Mar 2024
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VP/Other Executive

Product

Our staff tends not to want to go to many different platforms to get information, but they don't...

Mar 2024
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VP/Other Executive

Relationship

We have a different relationship with Feedtrail than we do with other vendors. There was one time...

Mar 2024
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VP/Other Executive

Relationship, Product

There is an interface between Healthcare XM and our EHR, so patients get a survey soon after they...

Mar 2024
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VP/Other Executive

Product

It has been helpful to use Feedtrail’s features. For example, if somebody gives us a high rating,...

Mar 2024
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Manager

Value

I don't think I have ever been in a conversation with Feedtrail about adding costs, and that is great....

Mar 2024
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Manager

Product

I haven't seen many new features or things to push Healthcare XM and make it stay great, and if it...

Mar 2024
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Manager

Product

Healthcare XM is a great program. We have used it to see performance improvement opportunities, and...

Mar 2024
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Manager

Relationship

We have a really good, strong relationship with Feedtrail’s leaders and a lot of their team members...

Mar 2024
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Manager

Product

Even though Healthcare XM is a bit more niche than other platforms, Feedtrail is eager to make it...

Mar 2024
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COO

Operations

This system is critical for our organization. It is a requirement for patient feedback and the...

Mar 2024
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COO

Relationship

This is a company that keeps changing based on what the customers want, but it takes a while. There...

Mar 2024
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COO

Relationship

Oftentimes, Feedtrail reaches out to us before we reach out to them. That is unusual today once we...

Mar 2024
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COO

Relationship

I have recommended Feedtrail several times throughout my state. I don't know what systems other...

Mar 2024
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COO

Loyalty, Product

Healthcare XM was a game changer for us because we were giving patients paper surveys, getting them...

Mar 2024
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COO

Product, Value

The largest outcome for us is that we can address any negative feedback or concerns a patient has...

Mar 2024
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COO

Product

The quality is good. Healthcare XM has a lot of analytic tools, including some that I don't even...

Mar 2024
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COO

Product, Value

I would buy Healthcare XM again because the price point is reasonable. Feedtrail has made some...

Mar 2024
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Director

Product

A lot of the ways that data is able to be used in Healthcare XM is very limited. Creating the...

Feb 2024
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Director

Relationship

I don’t think that Feedtrail has not kept their promises, but sometimes it takes a little time for...

Feb 2024
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Director

Value

There are a couple of add-ons that we will get charged for if we renew our contract with Feedtrail,...

Feb 2024
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Director

Operations

The quality of the implementation from Feedtrail usually ends up being really good. However, it...

Feb 2024
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Director

Operations

I don’t feel like there has been any training from Feedtrail initially or ongoing. The vendor has...

Feb 2024
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Director

Relationship

The folks that we are working with right now are awesome, and we really appreciate them. They are...

Feb 2024
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Director

Relationship, Product

The biggest thing that we like about Healthcare XM is that the feedback for our team members is so...

Feb 2024
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Director

Relationship, Product

We like that the surveys in Healthcare XM are easy for the patients to complete and that we are able...

Feb 2024
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COO

Product, Value

With Healthcare XM, we have been able to identify several patient experiences in nearly real time,...

Feb 2024
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COO

Relationship

There have been things that we have asked the vendor for on their development list, but the vendor...

Feb 2024
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COO

Product

With Healthcare XM, we would like to have a more granular way to route feedback. Anytime someone...

Feb 2024
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COO

Relationship

Feedtrail is a good example of a partner. I am not someone who gives perfect ratings, but the...

Feb 2024
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Director

Loyalty, Relationship

Overall, I'm very impressed with the platform itself, and we are very pleased with the product. We...

Feb 2024
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Director

Culture, Relationship

The vendor keeps all promises, and they are really good about telling us when they aren’t 100% sure...

Feb 2024
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Director

Relationship, Product

I love the sheer fact that we can send a real-time survey to a client via their phone, and the...

Feb 2024
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Director

Operations

There were some hiccups with the implementation, and I don't inherently blame the company. There was...

Feb 2024
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Director

Product

The product is so simple. I have not gotten any negative feedback regarding difficulty with...

Feb 2024
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Director

Product

The advanced capabilities are very interesting and help us. One is the text sentiment feature. It...

Feb 2024
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VP/Other Executive

Relationship, Product, Value

One outcome that we have seen from Feedtrail has been a better recognition of the problems that we...

Jan 2024
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VP/Other Executive

Loyalty

Feedtrail's system isn't part of our long-term plans because it lacks some things that we are...

Jan 2024
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VP/Other Executive

Value

Feedtrail has added different services, and they basically have different price tiers for certain...

Jan 2024
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VP/Other Executive

Relationship

Feedtrail could improve their service beyond patient satisfaction. They could also make sure that...

Jan 2024
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Analyst/Coordinator

Operations, Product

When we first started the product’s integration, we had a lot of hiccups. Additionally, when it...

Jan 2024
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Analyst/Coordinator

Product, Value

When it came to COVID-19, we were able to use the Healthcare XM platform outside of patient...

Jan 2024
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Director

Culture, Value

Feedtrail has added some other features. I wouldn't say Feedtrail charges for every little thing,...

Dec 2023
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Director

Operations, Product

The product is super easy, but we have a hard time getting our other directors and an executive to...

Dec 2023
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Director

Relationship, Operations

For a while, I had recurring meetings with our representative. We are years in, and I still have...

Dec 2023
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Director

Product

The product acts exactly as promoted, but the reports and the graphs that are in it are just not as...

Dec 2023
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Director

Loyalty, Product

Prior to having Healthcare XM, we had one survey that went out periodically in the mail or whatever....

Dec 2023
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Director

Product

The cool thing about Healthcare XM is the levels that I have been able to use. I tailored each...

Dec 2023
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Director

Product

Essentially, Healthcare XM is integrated with our EHR. Within hours of a patient's appointment, they...

Dec 2023
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Manager

Relationship

I knew Feedtrail when they first were a small company and I am bummed that we didn't take advantage...

Dec 2023
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Manager

Operations, Product, Value

The rounding portion of the product is a lot of tedious work on the back end. It wasn't built for...

Dec 2023
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Manager

Relationship

We never use the phone or web support with Feedtrail; we just work with our contact.

Dec 2023
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Director

Product

The best feature of Healthcare XM is that it integrates with our EHR. That opens doors to send...

Dec 2023
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Director

Product

Healthcare XM is way better than whatever our organization used in the past. It has definitely been...

Dec 2023
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Director

Relationship, Operations

Feedtrail's implementation services were excellent. Whenever we have needed to update a call or...

Dec 2023
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Director

Relationship

Whenever we have identified a need, Feedtrail has jumped on it really quickly. We have had to be the...

Dec 2023
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Director

Loyalty

I would definitely recommend Healthcare XM. We are happy, and I don't see any reason that that would...

Dec 2023
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(0)
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Director

Relationship

Whenever we have identified a need, Feedtrail has jumped on it really quickly. We have had to be the...

Dec 2023
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(0)
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Director

Loyalty

I would definitely recommend Healthcare XM. We are happy, and I don't see any reason that that would...

Dec 2023
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(0)
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Director

Product

The best feature of Healthcare XM is that it integrates with our EHR. That opens doors to send...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

Healthcare XM is way better than whatever our organization used in the past. It has definitely been...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Operations

Feedtrail's implementation services were excellent. Whenever we have needed to update a call or...

Dec 2023
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(0)
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Analyst/Coordinator

Relationship

We are having some technical issues. I don't really think those are Feedtrail’s fault as much, but...

Nov 2023
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Analyst/Coordinator

Loyalty, Relationship

Our overall satisfaction has improved because we can provide real-time feedback. We can contact...

Nov 2023
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Director

Relationship, Product

The most recent questions we have asked in Healthcare XM have been around recognition; those...

Oct 2023
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Director

Product

We are doing our own analysis of positive or negative feedback in Healthcare XM. The system uses...

Oct 2023
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Director

Relationship

Feedtrail’s support has been amazing. I don't think I have ever had a vendor be so committed to...

Oct 2023
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Director

Product

The messages are sent out via texts. We have had a tremendous response from patients. We used to...

Oct 2023
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Director

Relationship

I can't speak highly enough about the team that Feedtrail assembled. Everyone we worked with was...

Oct 2023
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Director

Relationship, Value

I have seen how Healthcare XM looks from a patient perspective. I don't find the system to be...

Oct 2023
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Director

Loyalty, Product

We needed a system that gauged baseline customer satisfaction data. Instead of trying to reinvent...

Oct 2023
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Director

Loyalty

Healthcare XM isn't part of our long-term plans, but that is more of an internal decision than...

Oct 2023
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(0)
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Director

Relationship, Product

Integration takes two vendors. Feedtrail's team was super responsive and easy to work with when it...

Oct 2023
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Director

Relationship, Product

I don't know that there is anything that Feedtrail lacks that they need to add to the system. There...

Oct 2023
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Director

Relationship, Value

If Feedtrail could have won over our operational leaders who were a little more skeptical about the...

Oct 2023
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Director

Product

We were involved in something Feedtrail set up, and it was fantastic. The results were pretty...

Oct 2023
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Director

Product

I really truly love utilizing Healthcare XM. It has great flexibility and is one of the easiest...

Oct 2023
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Director

Relationship

Feedtrail does a great job of enhancing leadership engagement. That is awesome. They are pretty dang...

Oct 2023
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Director

Relationship

We are in Feedtrail's system all the time, so we are constantly asking questions or trying to...

Oct 2023
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Director

Relationship, Product

Our absolute favorite part of Healthcare XM is the complaint or the service recovery part of it...

Oct 2023
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Director

Loyalty, Product

It is challenging to break down the data by race, ethnicity, and language all at the same time. We...

Oct 2023
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Director

Relationship, Product

The survey comes through very clear and user friendly, and we have a decent response rate. Folks are...

Oct 2023
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Director

Relationship, Operations

We have a dedicated person from Feedtrail, and that person has always been extremely responsive to...

Oct 2023
||
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Director

Relationship, Product

Our absolute favorite part of Healthcare XM is the complaint or the service recovery part of it...

Oct 2023
||
(0)
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Director

Relationship, Operations

We have a dedicated person from Feedtrail, and that person has always been extremely responsive to...

Oct 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Product

The survey comes through very clear and user friendly, and we have a decent response rate. Folks are...

Oct 2023
||
(0)
 Thank you  Helpful

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Director

Loyalty, Product

It is challenging to break down the data by race, ethnicity, and language all at the same time. We...

Oct 2023
||
(0)
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Director

Relationship

We are in Feedtrail's system all the time, so we are constantly asking questions or trying to...

Oct 2023
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(0)
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VP/Other Executive

Product

Healthcare XM is a pretty simple system, but it does much more than it did when we first started on...

Oct 2023
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Director

Product

We hear sometimes that patients are not sure whether the messages are legitimate because they come...

Jun 2023
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Director

Relationship, Operations

When Feedtrail does upgrades, I hardly even notice. Every time we have asked Feedtrail for anything,...

Jun 2023
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Director

Product

There are fine points in some of the reporting features. Many of the questions that we ask are open...

Jun 2023
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