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User Commentary
Product
The recognition for staff is one of my favorite pieces in Healthcare XM because it allows me to...
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Operations, Product
The Healthcare XM platform is awesome. We have to click in a lot of different places to get...
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Loyalty, Relationship
Feedtrail works in partnership with their clients to improve the product. If I need something that...
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Operations, Product
Training new people is a bit challenging. A lot of people have trouble navigating through the system...
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Relationship, Product
The vendor doesn't do a ton of updates, although they did just change some of their analytics...
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Relationship
Feedtrail reaches out to me every now and then just to see how things are going and to ask whether...
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Relationship
I have a person that I speak to at Feedtrail, but I have no idea where they are in the organization....
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Relationship, Product
The previous method that we had for giving surveys to people was very manual and cumbersome, so...
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Product
One of Feedtrail's weaknesses is that some of the things on the actual site are a bit confusing for...
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Operations
Feedtrail supported us in the go-live process, and they have been really responsive during...
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Relationship, Product
Feedtrail can actually interact with Google by way of their reputation management module. If...
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Product
Many of our patients are Spanish speaking and have a low reading level in English, so we have to...
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Relationship
Occasionally, there are updates to Healthcare XM. I meet with somebody regularly at Feedtrail, and...
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Product
Our staff tends not to want to go to many different platforms to get information, but they don't...
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Relationship
We have a different relationship with Feedtrail than we do with other vendors. There was one time...
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Relationship, Product
There is an interface between Healthcare XM and our EHR, so patients get a survey soon after they...
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Product
It has been helpful to use Feedtrail’s features. For example, if somebody gives us a high rating,...
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Value
I don't think I have ever been in a conversation with Feedtrail about adding costs, and that is great....
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Product
I haven't seen many new features or things to push Healthcare XM and make it stay great, and if it...
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Product
Healthcare XM is a great program. We have used it to see performance improvement opportunities, and...
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Relationship
We have a really good, strong relationship with Feedtrail’s leaders and a lot of their team members...
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Product
Even though Healthcare XM is a bit more niche than other platforms, Feedtrail is eager to make it...
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Operations
This system is critical for our organization. It is a requirement for patient feedback and the...
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Relationship
This is a company that keeps changing based on what the customers want, but it takes a while. There...
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Relationship
Oftentimes, Feedtrail reaches out to us before we reach out to them. That is unusual today once we...
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Relationship
I have recommended Feedtrail several times throughout my state. I don't know what systems other...
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Loyalty, Product
Healthcare XM was a game changer for us because we were giving patients paper surveys, getting them...
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Product, Value
The largest outcome for us is that we can address any negative feedback or concerns a patient has...
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Product
The quality is good. Healthcare XM has a lot of analytic tools, including some that I don't even...
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Product, Value
I would buy Healthcare XM again because the price point is reasonable. Feedtrail has made some...
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Product
A lot of the ways that data is able to be used in Healthcare XM is very limited. Creating the...
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Relationship
I don’t think that Feedtrail has not kept their promises, but sometimes it takes a little time for...
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Value
There are a couple of add-ons that we will get charged for if we renew our contract with Feedtrail,...
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Operations
The quality of the implementation from Feedtrail usually ends up being really good. However, it...
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Operations
I don’t feel like there has been any training from Feedtrail initially or ongoing. The vendor has...
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Relationship
The folks that we are working with right now are awesome, and we really appreciate them. They are...
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Relationship, Product
The biggest thing that we like about Healthcare XM is that the feedback for our team members is so...
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Relationship, Product
We like that the surveys in Healthcare XM are easy for the patients to complete and that we are able...
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Product, Value
With Healthcare XM, we have been able to identify several patient experiences in nearly real time,...
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Relationship
There have been things that we have asked the vendor for on their development list, but the vendor...
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Product
With Healthcare XM, we would like to have a more granular way to route feedback. Anytime someone...
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Relationship
Feedtrail is a good example of a partner. I am not someone who gives perfect ratings, but the...
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Loyalty, Relationship
Overall, I'm very impressed with the platform itself, and we are very pleased with the product. We...
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Culture, Relationship
The vendor keeps all promises, and they are really good about telling us when they aren’t 100% sure...
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Relationship, Product
I love the sheer fact that we can send a real-time survey to a client via their phone, and the...
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Operations
There were some hiccups with the implementation, and I don't inherently blame the company. There was...
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Product
The product is so simple. I have not gotten any negative feedback regarding difficulty with...
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Product
The advanced capabilities are very interesting and help us. One is the text sentiment feature. It...
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Relationship, Product, Value
One outcome that we have seen from Feedtrail has been a better recognition of the problems that we...
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Loyalty
Feedtrail's system isn't part of our long-term plans because it lacks some things that we are...
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Value
Feedtrail has added different services, and they basically have different price tiers for certain...
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Relationship
Feedtrail could improve their service beyond patient satisfaction. They could also make sure that...
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Operations, Product
When we first started the product’s integration, we had a lot of hiccups. Additionally, when it...
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Product, Value
When it came to COVID-19, we were able to use the Healthcare XM platform outside of patient...
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Culture, Value
Feedtrail has added some other features. I wouldn't say Feedtrail charges for every little thing,...
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Operations, Product
The product is super easy, but we have a hard time getting our other directors and an executive to...
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Relationship, Operations
For a while, I had recurring meetings with our representative. We are years in, and I still have...
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Product
The product acts exactly as promoted, but the reports and the graphs that are in it are just not as...
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Loyalty, Product
Prior to having Healthcare XM, we had one survey that went out periodically in the mail or whatever....
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Product
The cool thing about Healthcare XM is the levels that I have been able to use. I tailored each...
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Product
Essentially, Healthcare XM is integrated with our EHR. Within hours of a patient's appointment, they...
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Relationship
I knew Feedtrail when they first were a small company and I am bummed that we didn't take advantage...
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Operations, Product, Value
The rounding portion of the product is a lot of tedious work on the back end. It wasn't built for...
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Relationship
We never use the phone or web support with Feedtrail; we just work with our contact.
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Product
The best feature of Healthcare XM is that it integrates with our EHR. That opens doors to send...
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Product
Healthcare XM is way better than whatever our organization used in the past. It has definitely been...
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Relationship, Operations
Feedtrail's implementation services were excellent. Whenever we have needed to update a call or...
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Relationship
Whenever we have identified a need, Feedtrail has jumped on it really quickly. We have had to be the...
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Loyalty
I would definitely recommend Healthcare XM. We are happy, and I don't see any reason that that would...
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Relationship
Whenever we have identified a need, Feedtrail has jumped on it really quickly. We have had to be the...
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Loyalty
I would definitely recommend Healthcare XM. We are happy, and I don't see any reason that that would...
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Product
The best feature of Healthcare XM is that it integrates with our EHR. That opens doors to send...
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Product
Healthcare XM is way better than whatever our organization used in the past. It has definitely been...
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Relationship, Operations
Feedtrail's implementation services were excellent. Whenever we have needed to update a call or...
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Relationship
We are having some technical issues. I don't really think those are Feedtrail’s fault as much, but...
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Loyalty, Relationship
Our overall satisfaction has improved because we can provide real-time feedback. We can contact...
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