Healthcare XM
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Subject Expert
Adam Cherrington
Senior Research Director
Commentary Summary
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User Commentary
Feedtrail seems to be struggling with who they want to be. When we started our relationship with...
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I would recommend Healthcare XM to some smaller entities but not to an integrated health system....
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One gap in Healthcare XM is having a deep understanding of survey design for patient experience and...
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A lot of the Feedtrail team is deeply rooted in nonhealthcare, and that was one of the reasons we...
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We knew that Healthcare XM had some gaps, but there isn't an ability to have benchmarks. We are able...
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There is a niche service that Feedtrail provides through Healthcare XM that is interesting to us....
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Healthcare XM does meet a need. There are places with unique patient populations without physicians,...
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Our experience with Feedtrail has been really good, and they are very easy to work with. The product...
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The product is incredibly easy to use, and we get a ton of responses back. It is easy even for those...
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The training from Feedtrail has always been very good. They follow the method of training...
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One issue we have with the product is that we have to maintain constant communication with someone...
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All of the upgrades that Feedtrail had done have been great. We have had a pretty wild progression...
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One thing that I would love for Healthcare XM to have is the ability to add more specific questions...
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Our customer service representative at Feedtrail is fantastic, and we practically have them on speed...
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Over the years, our patients have become more and more satisfied with having more consistent care...
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The reason we went with the product was the ease of use for patients.
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We don't use a lot of the vendor's training, but I do have regular calls with my account manager to...
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We rely heavily on Feedtrail to optimize things, and we operate our business to the point where it...
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I know that the product has integrations, but doing the integration is a separate project.
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Although we have only implemented one-third of the intended load, what has been implemented is...
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Healthcare XM is an excellent product for gauging patient experience in real time in the ED. The...
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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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