Healthcare XM
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Subject Expert
Adam Cherrington
Research Director
Commentary Summary
User Commentary
We are more responsive to patients because of Feedtrail's system. We are able to identify issues and...
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We have been using Feedtrail's system for our patient satisfaction surveys. If people come in and...
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Previously, we were using a paper-based survey that we would hand out to our patients a couple of...
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We have been able to customize Healthcare XM. In addition to looking at data as a whole...
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Feedtrail started out with some pretty basic reporting. But they have expanded their reporting...
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We have really been very pleased with Feedtrail. They are super easy to work with. Even the setup...
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With Feedtrail, it is easier to tackle patient issues because we have them firsthand. The patient...
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Feedtrail provided a way to bring all the surveys we were doing together electronically so that...
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The solution’s most significant outcome is that it has helped with our employee satisfaction and has...
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Feedtrail could make the platform a little easier to navigate. However, they are incredibly helpful...
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We have not had any complaints from patients about Feedtrail. We have options for patients to...
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For some surveys, we like to use Feedtrail's software to see what our biggest strengths and...
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Feedtrail has greatly improved over the years. They have some wonderful new things coming down the...
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Feedtrail offers training all the time; I just need to take more advantage of it.
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Feedtrail sticks to the agreements that we make. Once we set a contract, we do not have any issues...
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I would tell a colleague that the system is user friendly and has easy-to-use tools that provide...
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I can indirectly measure employee or clinical experiences in Healthcare XM. The added benefit of the...
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If Healthcare XM were turned off today, I would be left in the dark. I would have to guess about...
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We can ask the vendor for anything. I have asked them for things, and they have provided me with...
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Our survey experience through Healthcare XM has actually been great. I will say that out of the...
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Feedtrail is engaging to their clients. They really listen to their client’s needs. No is not really...
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I like that there are opportunities for customization in what the surveys look like to patients....
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In the beginning, the system's analytics weren't great. We have worked with Feedtrail over the past...
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We have found bugs after some implementations. Feedtrail has been really good about researching and...
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Healthcare XM connects really quickly to a patient’s mobile device. It sends them a link, which...
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We are constantly growing, so we are constantly developing and building, and right now, we are in...
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I have actually spoken with Feedtrail’s CEO and VPs. The executives are very involved.
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When I am looking at new applications, I always check out the vendor's support and willingness to...
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We chose the solution because of its price point. That has been critical since day one. The...
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Getting Healthcare XM was perfect timing because we were looking for a product that was able to give...
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The most significant outcome is that we can make Healthcare XM anything we want. We can do that for...
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With Feedtrail, if there are questions, they are there for us. They have been incredibly supportive....
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We have developed a patient experience survey for both our inpatient and outpatient services. The...
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Healthcare XM is a pretty good product as far as I am concerned. I have actually recommended it to...
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We have control over the tool if we want to change or revise a question. When the COVID-19 pandemic...
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I have been really impressed with the vendor's customer service. I can email them and get a response...
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The vendor will do some user groups where they will take suggestions from providers and implement...
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The solution is flexible enough to meet our needs, so we can get whatever we want out of it. That is...
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The vendor hasn't done anything that has upset me. They are pretty hands-on. I can email the...
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In many cases, the product has exceeded our expectations and has allowed us to connect with our...
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In my experience, Feedtrail has exceeded all their promises by being very easy to work with. If we...
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The only reason I hesitate to give Feedtrail a perfect score is that during some of the training...
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The actual setup of the survey questions is so easy to implement that I did most of it. The only...
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Our sales representative and I are on a first-name basis. Anytime that we have reached out, our...
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The intention with an SMS text-based survey is to get more patient responses. In some areas, that is...
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My portion in adding a new doctor to the product does not take that long, and IT had all the...
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In the advanced analytics portions, Healthcare XM will do some comparisons that I am not quite sure...
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I would love for the product to be able to do our HCAHPS for our patients because it is so user...
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I have never talked to Feedtrail’s executive team or anything. However, I have talked to the...
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By using the product, we have been able to identify areas for improvement. For example, when we...
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After the implementation, we were able to very quickly learn about some practice patterns in the...
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The actionability of the information from the product is great. When we have negative feedback from...
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I have recommended the product to everybody. Every time I go to a meeting and someone talks about...
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I would love some of my other hospitals to start using Healthcare XM. We are in this together....
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Healthcare XM is still user friendly. I haven’t had any problems with it. Even when we first...
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We have met top-level people in the organization, and they are amazing. They learn from us, and we...
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Healthcare XM is part of our long-term plans because we have seen a lot of reviews coming in with a...
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Sometimes, Feedtrail shares videos, but the videos aren't comprehensive for trying to learn how to...
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One feature that I really like is the call-back feature. Patients have the opportunity to check the...
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Feedtrail has a specific customer service representative who is open to communication and very...
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The Feedtrail dashboards and analytics could be a little bit more graphic, easier to read, and...
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For Feedtrail, there were some things that we were a little bit surprised by in terms of the setup...
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Feedtrail is bringing on board staff members that have a deeper understanding of survey design and...
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Feedtrail lacked documentation in their initial training. There were things that weren’t naturally...
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Feedtrail has made a lot of advancements just this year.
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We have a process in place related to data integration, and some of the efforts that we had to put...
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As a young organization, Feedtrail is continuing to develop products, services, and insights that we...
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We are essentially designing and developing what we need with Feedtrail. Things aren't available out...
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The customer success team that is assigned to us from Feedtrail is highly responsive by email or...
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Feedtrail is partnering with us on a lot of things that we want to do in a more innovative space and...
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Our Feedtrail executive is highly engaged in their role and with their clients in terms of wanting...
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We felt very comfortable with the pricing model for Feedtrail's system, and I certainly always think...
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Healthcare XM offers friendly texting functionality, and that is huge. Our patients really...
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Feedtrail is small enough that we have a live contact with them.
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Feedtrail is definitely part of our long-term plans. They were brought in a little bit of a test to...
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Feedtrail is very economical.
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We are at the point where we are building awareness and developing both positive and negative...
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Through the due diligence phase, the implementation phase, and now the post-implementation phase, we...
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We are working through some integration things that have popped up and some special use case...
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With support, Feedtrail is a little above average and maybe just a little bit below exceptional....
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What we liked most about Feedtrail was their time from contracting to go-live and also the ease of...
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We have been able to do so much with the feedback we get. Just having a provider recognition program...
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Bigger than the ability to customize questions to meet our organization's specific needs is, first...
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It is very easy to meet our organization’s specific needs because we can either pick questions from...
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One of the things that we learned quickly was in our communication efforts, we started to identify...
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As far as outcomes go, there are certain things we think about departments in an organization or...
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The experience I have had has been what I anticipated. A vendor may look great on paper and have a...
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Our executive is exceptionally happy with this product. It has surpassed their expectations. I don’t...
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The vendor doesn’t nickel-and dime, and that is nice. Their salesperson was very up front with us....
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A new person coming on was not aware of any of the integration. They were very interested to hear we...
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I am an outcomes person, so I am always looking for better. I don’t know where we will take things,...
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We chose Healthcare XM because it allows us to create the surveys that we need. We can change or add...
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I am working with Feedtrail's customer representative on some nuanced things. The solution gives us...
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If I want or need anything, then Feedtrail is on top of it. They have a team who will work on things...
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Healthcare XM has been a useful automated survey tool for chronic care management and sliding fee...
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Healthcare XM is fully integrated with our EMR. When a provider closes out a visit, the patient is...
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