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

Patient Experience Improvement 2021: Increased Consumerism Driving Need for Customized, Real-Time Feedback
Patient Experience Improvement 2021:
Increased Consumerism Driving Need for Customized, Real-Time Feedback
December 2021
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User Commentary

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Director

Functionality and Upgrades

The product is user friendly; it is an excellent industry product. The vendor offers great customer...

Jan 2023
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VP/Other Executive

Lessons Learned

We would recommend Feedtrail's product to a peer or friend if that person had a need for patient...

Dec 2022
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VP/Other Executive

Future Outlook

We have been very satisfied with the service and feedback we have received, the price of the...

Dec 2022
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VP/Other Executive

Technology

The product is pretty steady. The vendor talks about giving us MPI information, and that is good....

Dec 2022
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VP/Other Executive

Other Observations & Comments

The COVID-19 pandemic definitely impacted the system because the surveys used to be administered on...

Dec 2022
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VP/Other Executive

Technology

The biggest reason we like the product is that it has a very simple feedback system that can be...

Dec 2022
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VP/Other Executive

Implementation and Training

The go-live with Feedtrail was very easy. We just put the devices out in our clinics. The vendor...

Dec 2022
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VP/Other Executive

Service and Support

When we started using the product, Feedtrail went through initial training with us. Now, the vendor...

Dec 2022
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VP/Other Executive

Functionality and Upgrades

Our patients seem to be able to do the surveys easily. We get notifications of issues from Feedtrail...

Dec 2022
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VP/Other Executive

Functionality and Upgrades

We would like to be able to get data reports that we can upload to another system; that would be...

Dec 2022
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VP/Other Executive

Service and Support

When Feedtrail makes changes in the system, they show us and let us know. The vendor notifies us of...

Dec 2022
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VP/Other Executive

Relationship

Our contact person has always been involved and very interested in how we have been doing and how...

Dec 2022
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Manager

Implementation and Training

Feedtrail does an amazing job with training. When something is not really easy to train on, they...

Dec 2022
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Manager

Future Outlook

The vendor has done a great job of letting us throw ideas at them, and they incorporate and deliver...

Dec 2022
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Manager

Other Observations & Comments

It would be great if we could share feedback in the human resource system for Feedtrail. They are...

Dec 2022
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Manager

Functionality and Upgrades

For someone who is experienced, Feedtrail is top of the chart. Frontline staff would probably rate...

Dec 2022
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Manager

Future Outlook

Feedtrail has been very clear on what the product's capabilities are and how we can interact with...

Dec 2022
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Manager

Functionality and Upgrades

Feedtrail’s platforms are pretty stable on the web, and we have been able to use them on our phones....

Dec 2022
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Manager

Future Outlook

Feedtrail has been very good with new upgrades. They are very flexible, very communicative, and very...

Dec 2022
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Manager

Service and Support

Feedtrail is just a great, lean, mean team. They do everything that they need to in a great way and...

Dec 2022
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Manager

Relationship

I would tell a peer or friend considering Feedtrail that if they want a customized survey that is...

Dec 2022
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Manager

Relationship

Feedtrail has great customer service representatives. They are really helpful and invested in...

Nov 2022
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Manager

Functionality and Upgrades

The platform is data driven. Feedtrail is trying to get more into AI. They are trying to qualify...

Nov 2022
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Manager

Future Outlook

Our needs have changed a little because we have grown as an organization. When we were smaller,...

Nov 2022
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Manager

Functionality and Upgrades

Healthcare XM is a powerful survey management tool that excels in customizability. It is very user...

Nov 2022
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Manager

Functionality and Upgrades

Healthcare XM is not a reputation management tool. It was traditionally a survey tool. It seems like...

Nov 2022
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Manager

Functionality and Upgrades

If there is a product update coming, sometimes things get stalled, and then the product doesn't meet...

Nov 2022
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Manager

Implementation and Training

There was an initial training for the product, and it was great. The system is easy to navigate, so...

Nov 2022
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VP/Other Executive

ROI / Cost

I would like to see the product evolve as we learn more about our patients' wants and needs and as...

Nov 2022
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VP/Other Executive

Interfacing and Integration

The integration of the product was a pretty easy process for us, but with any kind of technology...

Nov 2022
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VP/Other Executive

Functionality and Upgrades

I am quite satisfied with the product. Healthcare XM has given me a lot of good information that is...

Nov 2022
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VP/Other Executive

Relationship

We have a collaborative relationship with Feedtrail. We receive excellent vendor support and...

Nov 2022
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VP/Other Executive

Functionality and Upgrades

Feedtrail's product is very easy to administer in our departments. The product has simplicity and...

Nov 2022
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VP/Other Executive

Future Outlook

We are keeping the product long term, and in fact, we are rolling it out to more units.

Nov 2022
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Manager

Implementation and Training

The interface for Healthcare XM is exemplary. It is so easy to immediately understand, use, and jump...

Nov 2022
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Manager

Functionality and Upgrades

The Feedtrail product is just right on a patient's phone while they are sitting waiting to see their...

Nov 2022
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Manager

Service and Support

Feedtrail is consistently listening to ideas that we have about our needs and is ready to develop...

Nov 2022
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Manager

ROI / Cost

The Feedtrail product helps us quickly determine what is wrong and more quickly address issues. And...

Nov 2022
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Manager

Functionality and Upgrades

We are extremely satisfied with Healthcare XM. We love it because it is innovative and solutions...

Nov 2022
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Manager

Relationship

The response time from Feedtrail is instant, so they usually respond within 24 hours or less. The...

Nov 2022
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Director

Technology

As I learn the system, every time I think of something that the vendor could do better, I discover...

Oct 2022
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Director

Functionality and Upgrades

The product does take some technique and training to use. The vendor provides little videos inside...

Oct 2022
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Director

Relationship

The vendor is very proactive in seeking out ways to deliver new technology for the product.

Oct 2022
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Director

Service and Support

In terms of support and resolving problems, the vendor has been an excellent partner for us. One of...

Oct 2022
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Director

ROI / Cost

Our organization has been trying really hard to use the product even more than we have been because...

Oct 2022
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Director

Functionality and Upgrades

The product is very easy for the patient to use. We get feedback that the surveys take most people...

Oct 2022
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Director

Functionality and Upgrades

One thing that we are working out with the product has to do with when patients get multiple surveys...

Oct 2022
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Director

Implementation and Training

The implementations are very easy, and the vendor is always on top of things and very responsive.

Oct 2022
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Director

ROI / Cost

The product is absolutely worth the investment. As we did contract negotiations with the vendor, we...

Oct 2022
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Director

Relationship

Creating a contract was super easy. When we were discussing things, the vendor's salespeople needed...

Oct 2022
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VP/Other Executive

Other Observations & Comments

Healthcare XM is our patient satisfaction software. It is very important for us to know what our...

Oct 2022
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VP/Other Executive

Functionality and Upgrades

When the vendor has made upgrades, there have been a few things that haven't quite been what we had...

Oct 2022
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VP/Other Executive

ROI / Cost

When the vendor quotes a price for us, we are always surprised by how affordable it is.

Oct 2022
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VP/Other Executive

Relationship

Everyone from Feedtrail who I have interacted with has been phenomenal. I think that Feedtrail is...

Oct 2022
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Director

Functionality and Upgrades

The system's reports aren't as robust as we hoped they would be. We thought that the system would...

Jul 2022
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Director

Relationship

The vendor tries to keep their promises. There are some things that the vendor can't handle, but...

Jul 2022
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Director

Service and Support

Our current support person is wonderful and responsive. They are knowledgeable about both the...

Jul 2022
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Director

Relationship

Feedtrail is reactive. From the beginning, we have had to reach out to them when something hasn't...

Jul 2022
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Director

Implementation and Training

Feedtrail's implementations leave a lot to be desired. Those implementations almost take away from...

Jul 2022
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Director

ROI / Cost

The vendor avoids nickel-and-diming us, and we don't have multiple add-ons. I have already...

Jul 2022
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Director

ROI / Cost

Healthcare XM is simple and easy to use. I really like the product. The system is easy for our...

Jul 2022
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VP/Other Executive

Relationship

Feedtrail seems to be struggling with who they want to be. When we started our relationship with...

Jun 2022
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VP/Other Executive

Lessons Learned

I would recommend Healthcare XM to some smaller entities but not to an integrated health system....

Jun 2022
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VP/Other Executive

Functionality and Upgrades

One gap in Healthcare XM is having a deep understanding of survey design for patient experience and...

Jun 2022
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VP/Other Executive

Win/Loss - Why they were selected (by current clients)

A lot of the Feedtrail team is deeply rooted in nonhealthcare, and that was one of the reasons we...

Jun 2022
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VP/Other Executive

Functionality and Upgrades

We knew that Healthcare XM had some gaps, but there isn't an ability to have benchmarks. We are able...

Jun 2022
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VP/Other Executive

Functionality and Upgrades

There is a niche service that Feedtrail provides through Healthcare XM that is interesting to us....

Jun 2022
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VP/Other Executive

Functionality and Upgrades

Healthcare XM does meet a need. There are places with unique patient populations without physicians,...

Jun 2022
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Director

Service and Support

Our experience with Feedtrail has been really good, and they are very easy to work with. The product...

Jun 2022
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Director

Functionality and Upgrades

The product is incredibly easy to use, and we get a ton of responses back. It is easy even for those...

Jun 2022
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Director

Implementation and Training

The training from Feedtrail has always been very good. They follow the method of training...

Jun 2022
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Director

Functionality and Upgrades

One issue we have with the product is that we have to maintain constant communication with someone...

Jun 2022
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Director

Relationship

All of the upgrades that Feedtrail has done have been great. We have had a pretty wild progression...

Jun 2022
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Director

Lessons Learned

One thing that I would love for Healthcare XM to have is the ability to add more specific questions...

Jun 2022
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Director

Service and Support

Our customer service representative at Feedtrail is fantastic, and we practically have them on speed...

Jun 2022
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(0)
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Director

Functionality and Upgrades

Over the years, our patients have become more and more satisfied with having more consistent care...

Jun 2022
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COO

Win/Loss - Why they were selected (by current clients)

The reason we went with the product was the ease of use for patients.

Jun 2022
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COO

Relationship

We don't use a lot of the vendor's training, but I do have regular calls with my account manager to...

Jun 2022
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COO

Relationship

We rely heavily on Feedtrail to optimize things, and we operate our business to the point where it...

Jun 2022
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COO

Other Observations & Comments

I know that the product has integrations, but doing the integration is a separate project.

Jun 2022
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COO

Implementation and Training

Although we have only implemented one-third of the intended load, what has been implemented is...

Jun 2022
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VP/Other Executive

ROI / Cost

Healthcare XM is an excellent product for gauging patient experience in real time in the ED. The...

Jun 2022
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Related Articles
Article
KLAS article icon
Patient Experience Will Require More Than Just CAHPS
20 December 21    |   Adam Cherrington, Dan Czech and Ciera Black Walker
Our Patient Experience Improvement report is a first look at customer satisfaction with the solutions used by providers and payers to improve patient experience.



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