”With Feedtrail, we have a patient and family advisory committee comprised of 30,000 patients, not just 5-10.”
Jessica Walker, Patient and Family Experience Specialist, Aveanna Healthcare
Aveanna was using a call center to contact their 50,000 patients before switching to Feedtrail. This left patients feeling that they couldn’t be honest with the call center employee about the care provider in their home. They needed a way to reach patients which would make them feel comfortable enough to share honestly and openly, and without the fear of reciprocity.
Aveanna implemented Feedtrail across six service lines, automating their feedback collection process on multiple EHRs and reaching patients via email, text message, and tablets in the patients’ homes.
This multi-faceted approach has led to more transparent, granular, and actionable feedback. Aveanna can now easily highlight star performers and recover any service issues before patients take to social media review sites. Aveanna has retained more patients and more employees with this feedback collection process.