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Healthcare XM Commentary
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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Featured  Report

Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities
July 2023
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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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(0)
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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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(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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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
||
(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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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
||
(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
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(0)
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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)
 Thank you  Helpful

 or  to see details.

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

 or  to see details.

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
||
(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
||
(0)
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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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(0)
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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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Director

Loyalty

We are still looking forward to more robust benchmarking opportunities in Healthcare XM. For...

May 2023
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Director

Relationship

Getting a good team from Feedtrail is a little hit or miss from the get-go, but currently, the team...

May 2023
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(0)
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Director

Product

I think Healthcare XM is very patient friendly. The product is easy for our patients to use, and...

May 2023
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(0)
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VP/Other Executive

Product

Feedtrail has an instantaneous survey tool for the patients so that when patients are dissatisfied...

May 2023
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VP/Other Executive

Relationship, Product

As Feedtrail brings on more clients, it would be great if the vendor had the same great benchmarking...

May 2023
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