Commentary Summary
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User Commentary
Functionality and Upgrades
The product is user friendly; it is an excellent industry product. The vendor offers great customer...
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Lessons Learned
We would recommend Feedtrail's product to a peer or friend if that person had a need for patient...
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Future Outlook
We have been very satisfied with the service and feedback we have received, the price of the...
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Technology
The product is pretty steady. The vendor talks about giving us MPI information, and that is good....
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Other Observations & Comments
The COVID-19 pandemic definitely impacted the system because the surveys used to be administered on...
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Technology
The biggest reason we like the product is that it has a very simple feedback system that can be...
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Implementation and Training
The go-live with Feedtrail was very easy. We just put the devices out in our clinics. The vendor...
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Service and Support
When we started using the product, Feedtrail went through initial training with us. Now, the vendor...
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Functionality and Upgrades
Our patients seem to be able to do the surveys easily. We get notifications of issues from Feedtrail...
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Functionality and Upgrades
We would like to be able to get data reports that we can upload to another system; that would be...
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Service and Support
When Feedtrail makes changes in the system, they show us and let us know. The vendor notifies us of...
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Relationship
Our contact person has always been involved and very interested in how we have been doing and how...
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Implementation and Training
Feedtrail does an amazing job with training. When something is not really easy to train on, they...
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Future Outlook
The vendor has done a great job of letting us throw ideas at them, and they incorporate and deliver...
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Other Observations & Comments
It would be great if we could share feedback in the human resource system for Feedtrail. They are...
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Functionality and Upgrades
For someone who is experienced, Feedtrail is top of the chart. Frontline staff would probably rate...
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Future Outlook
Feedtrail has been very clear on what the product's capabilities are and how we can interact with...
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Functionality and Upgrades
Feedtrail’s platforms are pretty stable on the web, and we have been able to use them on our phones....
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Future Outlook
Feedtrail has been very good with new upgrades. They are very flexible, very communicative, and very...
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Service and Support
Feedtrail is just a great, lean, mean team. They do everything that they need to in a great way and...
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Relationship
I would tell a peer or friend considering Feedtrail that if they want a customized survey that is...
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Relationship
Feedtrail has great customer service representatives. They are really helpful and invested in...
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Functionality and Upgrades
The platform is data driven. Feedtrail is trying to get more into AI. They are trying to qualify...
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Future Outlook
Our needs have changed a little because we have grown as an organization. When we were smaller,...
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Functionality and Upgrades
Healthcare XM is a powerful survey management tool that excels in customizability. It is very user...
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Functionality and Upgrades
Healthcare XM is not a reputation management tool. It was traditionally a survey tool. It seems like...
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Functionality and Upgrades
If there is a product update coming, sometimes things get stalled, and then the product doesn't meet...
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Implementation and Training
There was an initial training for the product, and it was great. The system is easy to navigate, so...
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ROI / Cost
I would like to see the product evolve as we learn more about our patients' wants and needs and as...
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Interfacing and Integration
The integration of the product was a pretty easy process for us, but with any kind of technology...
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Functionality and Upgrades
I am quite satisfied with the product. Healthcare XM has given me a lot of good information that is...
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Relationship
We have a collaborative relationship with Feedtrail. We receive excellent vendor support and...
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Functionality and Upgrades
Feedtrail's product is very easy to administer in our departments. The product has simplicity and...
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Future Outlook
We are keeping the product long term, and in fact, we are rolling it out to more units.
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Implementation and Training
The interface for Healthcare XM is exemplary. It is so easy to immediately understand, use, and jump...
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Functionality and Upgrades
The Feedtrail product is just right on a patient's phone while they are sitting waiting to see their...
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Service and Support
Feedtrail is consistently listening to ideas that we have about our needs and is ready to develop...
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ROI / Cost
The Feedtrail product helps us quickly determine what is wrong and more quickly address issues. And...
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Functionality and Upgrades
We are extremely satisfied with Healthcare XM. We love it because it is innovative and solutions...
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Relationship
The response time from Feedtrail is instant, so they usually respond within 24 hours or less. The...
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Technology
As I learn the system, every time I think of something that the vendor could do better, I discover...
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Functionality and Upgrades
The product does take some technique and training to use. The vendor provides little videos inside...
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Relationship
The vendor is very proactive in seeking out ways to deliver new technology for the product.
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Service and Support
In terms of support and resolving problems, the vendor has been an excellent partner for us. One of...
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ROI / Cost
Our organization has been trying really hard to use the product even more than we have been because...
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Functionality and Upgrades
The product is very easy for the patient to use. We get feedback that the surveys take most people...
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Functionality and Upgrades
One thing that we are working out with the product has to do with when patients get multiple surveys...
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Implementation and Training
The implementations are very easy, and the vendor is always on top of things and very responsive.
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ROI / Cost
The product is absolutely worth the investment. As we did contract negotiations with the vendor, we...
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Relationship
Creating a contract was super easy. When we were discussing things, the vendor's salespeople needed...
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Other Observations & Comments
Healthcare XM is our patient satisfaction software. It is very important for us to know what our...
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Functionality and Upgrades
When the vendor has made upgrades, there have been a few things that haven't quite been what we had...
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ROI / Cost
When the vendor quotes a price for us, we are always surprised by how affordable it is.
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Relationship
Everyone from Feedtrail who I have interacted with has been phenomenal. I think that Feedtrail is...
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Functionality and Upgrades
The system's reports aren't as robust as we hoped they would be. We thought that the system would...
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Relationship
The vendor tries to keep their promises. There are some things that the vendor can't handle, but...
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Service and Support
Our current support person is wonderful and responsive. They are knowledgeable about both the...
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Relationship
Feedtrail is reactive. From the beginning, we have had to reach out to them when something hasn't...
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Implementation and Training
Feedtrail's implementations leave a lot to be desired. Those implementations almost take away from...
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ROI / Cost
The vendor avoids nickel-and-diming us, and we don't have multiple add-ons. I have already...
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ROI / Cost
Healthcare XM is simple and easy to use. I really like the product. The system is easy for our...
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Relationship
Feedtrail seems to be struggling with who they want to be. When we started our relationship with...
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Lessons Learned
I would recommend Healthcare XM to some smaller entities but not to an integrated health system....
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Functionality and Upgrades
One gap in Healthcare XM is having a deep understanding of survey design for patient experience and...
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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...
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Functionality and Upgrades
We knew that Healthcare XM had some gaps, but there isn't an ability to have benchmarks. We are able...
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Functionality and Upgrades
There is a niche service that Feedtrail provides through Healthcare XM that is interesting to us....
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Functionality and Upgrades
Healthcare XM does meet a need. There are places with unique patient populations without physicians,...
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Service and Support
Our experience with Feedtrail has been really good, and they are very easy to work with. The product...
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Functionality and Upgrades
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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Implementation and Training
The training from Feedtrail has always been very good. They follow the method of training...
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Functionality and Upgrades
One issue we have with the product is that we have to maintain constant communication with someone...
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Relationship
All of the upgrades that Feedtrail has done have been great. We have had a pretty wild progression...
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Lessons Learned
One thing that I would love for Healthcare XM to have is the ability to add more specific questions...
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Service and Support
Our customer service representative at Feedtrail is fantastic, and we practically have them on speed...
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Functionality and Upgrades
Over the years, our patients have become more and more satisfied with having more consistent care...
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Win/Loss - Why they were selected (by current clients)
The reason we went with the product was the ease of use for patients.
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Relationship
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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Relationship
We rely heavily on Feedtrail to optimize things, and we operate our business to the point where it...
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Other Observations & Comments
I know that the product has integrations, but doing the integration is a separate project.
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Implementation and Training
Although we have only implemented one-third of the intended load, what has been implemented is...
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ROI / Cost
Healthcare XM is an excellent product for gauging patient experience in real time in the ED. The...
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